IT Supervisor - Service Desk

The City of Kirkland's Information Technology Department is seeking to hire an IT Supervisor - Service Desk!

Why Kirkland?

• Supervises IT personnel, including motivating, training, and delegating assignments; monitoring performance; conducting performance evaluations; taking disciplinary/corrective action; recommending salary increases and promotions; and recommending hires and terminations.
• Works collaboratively with internal customers and IT leadership to develop and maintain an annual work plan for their team or division in IT. Provides periodic updates to the IT Steering Team.
• Prioritizes daily tasks for the team to ensure delivery in keeping with the annual work plan. Periodically reports progress using key performance metrics to IT Leadership.
• Ensure the team triages and resolves incidents and service requests from internal and external customers specific to their IT service area.
• Ensures the team works collaboratively with vendors and business owners to maintain a Systems Lifecyle Management Plan and agreed upon service levels for the City's major systems and applications.
• Manages IT-owned systems and applications, which includes owning management and renewal of licenses and support agreements with vendors to ensure adequate application support.
• Performs project management functions for large projects including:
  • Managing projects with direct impact to IT customers, using project management skills and tools.
  • Tracking and reporting progress toward milestones and deliverables. Measuring and analyzing key performance indicators and metrics throughout projects.
  • Managing customer communications and change management.
  • Escalating project risks appropriately and proposing mitigation strategies.
  • Conducting closeout meetings for completed tasks and projects.
• Responsible for implementing training programs for City's major IT systems, applications, and services to increase user adoption among City customers.

• Performs functions as assigned in the City's emergency response plan in the event of an emergency.
• Serves as a technical backup and resource for the department, across focus areas.

• Knowledge of technology applications pertinent to area of IT operation; solid understanding of business management systems requirements; and ability to apply technical knowledge and understanding as an additional resource for the department.
• Strong customer service skills, demonstrated through building positive customer relationships and effectively managing customer interactions, including strong relationships with leadership such as Directors and the City Council.
• Skilled in vendor management, procurement, and contracting.
• Ability to challenge the status quo by continually looking for better ways to improve services.
• Pursues recommended training and industry certifications for the team to stay current in the area of operation.
• Knowledge of basic managerial principals including development of performance goals, translation into a well-prioritized work program, and monitoring of budgets.
• Ability to plan, implement and evaluate work programs.
• Ability to communicate effectively verbally and in writing.

Minimum Qualifications:

• Education: Bachelor's degree relevant to the field of information technology.
• Experience: 5 or more years of progressive related experience in information technology.
• Or: In place of the above requirements, the incumbent may possess any combination of relevant education and experience which would demonstrate the individual's knowledge, skill, and ability to proficiently perform the essential duties and responsibilities listed above.

Licenses and Other Requirements:

• Valid Washington State Driver's License is required.
• 2-3 years of supervisory experience preferred.
• Possession of technical and industry certifications is preferred, such as ITIL, SCRUM, and/or Project Management.
• Must be able to pass a background check and a national fingerprint records check.

Physical Demands and Working Environment:

Work is conducted in a typical office setting. Position typically requires extended periods of sitting while performing keyboard operations. Occasional driving to other locations throughout the City are within the scope of supervisory support responsibility.

Selection Process
Position requires a resume and cover letter for consideration of application. Please note how you meet minimum qualifications within the cover letter. Applicants who are selected for next steps in the hiring process will be invited by phone or e-mail. Candidates are encouraged to apply at the earliest possible date as screening, interviewing, and hiring decisions will be made through the recruitment period, until such time as the vacancy is filled.

The City of Kirkland is a welcoming community where every person can thrive and grow. We value diversity, inclusion, belonging, and work together to support our community. We do this by solving problems, focusing on the customer, and respecting all people who come into the City whether to visit, live, or work. As an Equal Opportunity Employer, we are committed to creating a workforce that does not discriminate on the basis of race, sex, age, color, sexual orientation, religion, national origin, marital status, genetic information, veteran status, disability, or any other basis prohibited by federal, state or local law. We encourage qualified applicants of all backgrounds and identities to apply to our job postings. Persons with a disability who need reasonable accommodations in the application or testing process, or those needing this announcement in an alternative format, may call 425-587-3210 or Telecommunications Device for the Deaf 425-587-3111.