Client Technology Services Manager, Service Desk & Desktop Support at City of Tacoma, WA

About the Department

Tacoma Power is currently seeking our next Client Technology Services Manager to join our Utility Technology (UTS) Department!

As a pivotal leader, the chosen candidate will play a critical role in leading the IT support operations for three technical teams providing Service Desk and End-User Computing support. We are looking for a skilled leader who can encourage, motivate and inspire their teams of technicians as they provide service, research, and troubleshoot access to and functionality of TPU business and operational systems.
  
As the Client Technology Services Manager, you will:

• Work closely with customers and partnering teams to understand business needs and support experience
• Establish goals for the Service Desk and Desktop Support Teams with focus on continual customer service improvement
• Develop and implement work processes and metrics for service desk and desktop support teams to continuously improve service operations and communications
• Develops policies, processes, procedures and standards for end-user computing and software 
• Provide technical consultation to TPU staff regarding end-user computing devices, finding the best solution to meet business requirements through researching new products and innovations
• Serve as first point of escalation for End User support related items and ensure resolution of complex technical problems
• Coordinate  team schedules to ensure proper support coverage for customers
• Manage workload and assignments  and monitor ticket queues to ensure timely resolution
• Oversee procurement and budget tracking for computer and software purchases. Administer and monitor budget and expenditures from multiple sources. 
• Leverage feedback and industry trends to drive continuous improvement efforts and enhance service delivery
• Lead and contribute to IT projects including implementation of new tools, systems or process improvements
• Additional management activities: developing and delivering complex written material and presentations; bringing diverse perspectives to and participating in complex problem solving; taking ownership and responsibility of outcomes and support the implementation of organization-wide decisions; and creating and fostering a collaborative culture. 

Position Duties

Minimum Qualifications

Desired Qualifications:

• ITIL foundation certification
• HDI certification
• North American Electric Reliability Corporation Critical Infrastructure Protection (NERC-CIP) certification

*Knowledge, Skills and Abilities: 

Knowledge:

• Experience in applying frameworks like ITIL (Information Technology Infrastructure Library) to improve service delivery
• Experience and understanding of technologies within the domain of responsibility: office computing systems including hardware, software and network infrastructure used for productivity, communication and collaboration in a business setting.
• Proven ability to lead enterprise-level initiatives, influence cross-functional teams, and drive alignment across business and technical stakeholders

Skills:

• Demonstrated strong leadership and supervisory abilities. Understanding of principles and practices of supervision, personnel administration and interpersonal skills using tact, patience, respect, and courtesy.
• Excellent communication skills, with the ability to clearly convey complex concepts to both technical and non-technical audiences
• Proficiency with ITSM toolsets, including reporting, dashboards and workflow optimization
• Demonstrated ability to drive process improvement and operational efficiency in complex environments

Abilities:

• Proven ability to lead and motivate a technical team
• Ability to build strong relationships with customers and partnering teams
• Ability to problem-solve and adapt to changing needs

Other Qualifications

This recruitment is being managed by Kye Merritt, if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn!

Compensation & Benefits

Pay Details: 

Hourly Rate: $70.79 - $99.67

Annual Salary: $147,243.00 - $207,313.60

Employee Benefits | City of Tacoma

The Department

Tacoma Power is an almost 100% hydroelectric, municipally-owned public power utility, located in Tacoma. We serve approximately 180,000 customers as one of the three operating divisions of Tacoma Public Utilities, alongside Tacoma Water and Tacoma Rail. As one of the most livable, walkable cities in the country, you'll find that Tacoma is a great fit for all interests with places to bike, run, hike, and explore, the perks of a big city, and the charm of a small town. We welcome you to take a look at our website and discover how the City of Tacoma can make your next career move part of our combined destiny: 
http://www.tacoma.gov
https://www.mytpu.org/
http://www.traveltacoma.com/

City of Tacoma’s Commitment to Diversity, Equity, and Inclusion

At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and we actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.

The City of Tacoma believes that diversity of thought, background, and experience contributes to our success and innovation. If you’re passionate about this role and our mission, we encourage you to apply. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

The Community

Tacoma is centrally located just 32 miles south of the city of Seattle and 31 miles north of the state capital, Olympia. The City of Tacoma is also home to the Port of Tacoma, which is among the largest container ports in the United States. Like most cities in the northwest, Tacoma is surrounded by beautiful nature, offering residents many opportunities for outdoor adventures.

Largely suburban in nature with a small, but dense, urban core, Tacoma is home to numerous institutes of higher learning that attract students from across the country. The University of Washington Tacoma, Pacific Lutheran University, University of Puget Sound, a satellite campus of the Evergreen State College, three community/technical colleges, and several trade and business schools are within Tacoma's geographic area. Downtown's Cultural District is the site of the Washington State History Museum, Museum of Glass, the Tacoma Art Museum, and America's Car Museum.

With its affordable housing and distinctive neighborhoods and business districts, the city has been recognized numerous times as a best city to live in the nation. To see a few of the great things Tacoma has to offer, view this YouTube Video!

View this exciting video to learn more about the City of Tacoma: https://www.youtube.com/watch?v=2n5MWl8KFvI

Application Process

Interested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process. Applicants who have the strongest backgrounds related to the responsibilities of this position may be invited to participate in the interview process, which may include a work problem. Appointment is subject to passing a background check. 

Get Assistance

For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.

For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.

Communication with the City of Tacoma

We primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

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