Service Desk Lead

Bellevue is a dynamic, international and multicultural, future-focused Smart City serving approximately 155,000 residents. Our Council vision is: “Bellevue welcomes the world, our diversity is our strength.” We value all employees and their contributions. The City invests in its employees and encourages and rewards employee growth and development by building on our commonalities and our differences. Bellevue is high tech hub, noted for its diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. We work collectively to make it a place where you want to work, live and play. 

The IT Department consists of 70 talented employees serving over 1,800 staff in 13 departments across 35 different locations.   The IT Department supports the computers, applications, network, servers, communications, and services needed to support high quality City operations. For the past six years Bellevue has placed in the top three of Digital Cities Survey, awarded by the Center for Digital Government for our work in advancing digital government and Smart City.  As technology continues to evolve, ITD’s partnership with customers is critical to successful technology adoption.

If this sounds like an exciting place to work, then you may be a great fit for our IT End User Support Lead role.  End User Support Lead is responsible for ensuring the smooth operation and efficiency of the end-user support team, overseeing the daily activities of the support team, and providing guidance, training, and mentorship to ensure top-notch service delivery. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with end-users, team members and customers. 

• Team Leadership: Manage and mentor a team of end-user support staff, fostering a collaborative and productive work environment.
• Support Operations: Oversee the daily operations of the IT Support team, ensuring timely and effective resolution of technical issues.
• Process Improvement: Identify areas for improvement in support processes and implement best practices to enhance service delivery.
• Incident Management: Manage and prioritize incoming support requests, ensuring that all incidents are tracked, documented, and resolved in a timely manner.
• Training and Development: Provide ongoing training and development opportunities for support staff to enhance their technical skills and knowledge.
• Performance Metrics: Monitor and analyze support team performance metrics, preparing regular reports for senior management.
• Customer Service: Ensure a high level of customer satisfaction by providing excellent support and maintaining strong relationships with end users.
• Technical Expertise: Serve as a technical expert and point of escalation for complex issues that require advanced troubleshooting.
• Documentation: Maintain comprehensive and up-to-date documentation of support processes, procedures, and troubleshooting guidelines.
• Collaboration: Work closely with other IT teams, such as network and system administrators, to ensure seamless integration and support of IT services.

Knowledge, Skills, Abilities, and Competencies

• Technical Proficiency: In-depth knowledge of IT systems, software, and hardware, including troubleshooting and maintenance.
• Communication: Strong verbal and written communication skills, with the ability to convey complex technical information clearly.
• Problem-Solving: Advanced problem-solving skills, with a logical approach to diagnosing and resolving issues.
• Leadership: Effective leadership and people management skills, including the ability to motivate and develop team members.
• Customer Service: Excellent customer service skills, ensuring a positive experience for end users and addressing their needs promptly.
• Organizational Skills: Strong organizational and time management skills, with the ability to handle multiple tasks and prioritize effectively.
• Collaboration: Ability to work collaboratively with other departments and IT teams to achieve common goals.
• Continuous Learning: Commitment to continuous learning and professional development to stay updated with the latest industry trends and technologies.
• Analytical Thinking: Analytical thinking and attention to detail to identify patterns, discrepancies, and opportunities for improvement.

•  Standard shift will fall within the Monday - Friday, 6:00am to 5:00pm business hours.

Education, Experience, and Other Requirements

• High school diploma or equivalent education, plus 6 years of increasing responsibility on an IT service desk.

• Strong technical experience with Microsoft Windows, Office 365 platform, Teams, audio-visual systems, computers and laptops, and mobile device management.  
• Experience with Freshwork’s Freshservice IT service management platform a plus.
• Related certifications (A , HDI Support Center Analyst Certification, etc.) desirable.

Working Conditions & Physical Requirements
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms.
• Vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee may be required to push, pull, lift, and/or carry up to 40 pounds.
• The noise level in the work environment is usually moderately quiet.

Flexible/Hybrid Working:

The City is implementing a flexible/hybrid work policy that will allow staff to work remotely. Remote work for this position is subject to department's operational needs and will be discussed with candidates during the selection process. Once hired, employees must reside in the State of Washington.

Salary : $114,885 - $158,562