Senior Manager - Customer Support Services (Special Duty)

Full Job Description

We are pleased to announce a Senior Manager - Customer Support Services Special Duty opportunity with KCIT! This position is open to current internal KCIT employees as a Special Duty opportunity. Special Duties are only available to career service employees who have passed their initial probation period. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment. We encourage you to discuss this with your current supervisor/manager before applying.

King County Information Technology (KCIT) is seeking an accomplished Senior IT Manager to lead and elevate enterprise service delivery. This role is pivotal in shaping a world-class customer experience for King County employees and constituents.

The ideal candidate will inspire and guide a team of seasoned IT customer care professionals, driving continuous improvement in service delivery through a deep understanding of customer and staff needs. Success in this position requires a commitment to building strong relationships, embracing cultural diversity, implementing meaningful performance measures, and fostering a culture of empathy, passion, and customer-centric thinking at every level.

As a strategic leader, you will collaborate with King County customers, KCIT leadership, Customer Success Managers, cross-functional teams, and technical experts to deliver innovative solutions and align technology strategies with organizational goals. This position demands a dynamic leader who can motivate and mentor team members, set clear goals and expectations, provide performance management, and serve as a trusted escalation point—all while championing excellence in customer experience.

King County Department of Information Technology (KCIT)
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.

KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx

Requirements

• Managing enterprise-wide information technology services such as workstation customer care, workstation lifecycle management, Budget development and monitoring, and focusing on building a customer and employee centric culture.
• Overseeing and directing the day-to-day operations of multiple KCIT customer care teams through subordinate managers\supervisors that provide PC support to Executive Branch customers in King County.
• Development of strategy, assignment of work programs, setting performance expectations, tracking performance, contributing to performance evaluations, providing coaching, feedback
• Management and mentorship of multidisciplinary staff including managers, supervisors, and other technical personnel, which include directing day-to-day management of professional staff through subordinate managers
• Lead the ongoing development and maintenance of knowledge, procedures, processes, documentation, and training.
• Plan, develop and manage the CSS budget, focus on financial accountability, monitor expenditures, and reallocate resources as necessary to achieve identified goals
• Drive continuous customer and employee experience improvements through engagement, interactions, focusing on building a customer and employee centric culture through strong relationships and trust.
• Work with internal and external customers to identify and develop strategies for solutions, make recommendations, and determine resources needed to implement and operate solutions that meet customer and employee needs
• Ensure services are meeting or exceeding identified SLA’s, identify gaps and opportunities, develop, and execute on work plans, and establish and measure Key Performance Indicators (KPI’s) regarding the health of the service
  

Qualifications

• At least 7 years of combined experience managing and/or leading technical staff, developing and executing work programs, setting performance expectations, developing performance measures, and providing coaching and feedback
• At least 3 years’ experience operating in a large enterprise Helpdesk and desktop environment that includes computer, and peripheral support in a complex diverse organization
• Experience supporting multiple current and legacy IT technologies across a wide variety of areas
• Experience working with an IT service management tool
• Understanding of Equity and Social Justice principles
• Demonstrated skills in building a collaborative culture that helps drive engagement, innovation, and autonomy for staff
• Demonstrated ability in building consensus and coming to a resolution among a diverse group of individuals who at times may have conflicting viewpoints
• Demonstrated skills in collaborating effectively with management, peers, other KCIT service teams and customers
• Demonstrated ability to work across organizational lines
• Skilled at working both independently and in a team-oriented, collaborative environment is essential.
• Demonstrated ability to establish and maintain exceptional customer relationships
• Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and is easily coachable
• Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services
• Demonstrated understanding and ability to execute Agile methodologies
• Skilled in handling multiple competing priorities
• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to comprehend, interpret, and comply with county policies and procedures
• Strong analytical and problem-solving skills
• Excellent written and verbal communication; including the ability to communicate complex technical information to a non-technical audience
• A valid Washington State Driver’s License or out of state equivalent

Desired Qualifications

• Bachelor’s degree in Business, Computer Science, or related fields
• Understanding of ITIL (Information Technology Infrastructure Library) process
• Knowledge of the Scaled Agile Framework

Additional Information

Hybrid Work: KCIT works in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The primary onsite location is King Street Center, 201 S Jackson St, Seattle, WA 98104. This position will travel to the Chinook Building and other King County sites as needed.

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely.

The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.

Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Work Schedule: The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. This position will participate in After Hours Support as needed. Alternative work schedules may be considered.

FLSA Status: This position is FLSA Exempt and is not eligible for overtime pay

Duration: This Special Duty Assignment is estimated for 12 months.

Classification: IT Manager-Senior - 7341400

Union: This position is represented by L117-IT Managers & Supervisors

Forbes recently named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence.

Are you ready to make a difference Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce.

To reach this goal we are committed to workforce equity.

Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards.

We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class.

Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

Are you ready to APPLY!?

The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies. A completed King County Application and Resume are required for consideration.

Questions

If you have questions regarding this recruitment, please contact Shannon Hoeper, shoeper@kingcounty.gov or 206-263-6957.