Job Description

About the Role
IT Service Desk Operations Manager
Location:
Everett United States
Category
Technology
Bargaining Unit
No
Min (Annual)
USD $123,344.00/Yr.
Max (Annual)
USD $185,016.00/Yr.
Min Hiring Range
USD $123,344.00/Yr.
Max Hiring Range
USD $154,180.00/Yr.
Job Description:
Overview
Community Transit is seeking an experienced and people-focused IT Service Desk Operations Manager to lead a high-performing team responsible for delivering secure, reliable, and customer-focused IT services across the organization. This role combines operational leadership, team development, service management, and strategic technology oversight to ensure the effective delivery of critical IT services that support business operations.
The IT Service Desk Operations Manager will oversee daily IT service delivery, lead and mentor technical staff, manage escalations and critical incidents, support process improvements, coordinate vendors and projects, and help ensure compliance with organizational standards and policies. This position plays a key leadership role in maintaining operational excellence while driving continuous improvement across technology services.
The team managed by this position supports a broad range of enterprise technologies and IT functions, including end user support, unified communications, mobile device management, endpoint management, virtual desktop infrastructure (VDI) and Microsoft 365 services administration and support.
Key Responsibilities:
Lead, mentor, coach, and support direct reports through regular one-on-one meetings, performance feedback, goal setting, and professional development planning
Manage daily IT service operations and ensure high levels of customer support and service delivery
Oversee and help resolve complex escalations, recurring technical issues, and service disruptions
Lead the establishment, implementation, and maintenance of technology standards, ensuring endpoint devices and software solutions remain current and compliant with agency standards for security and change management
Provide management oversight for technology projects, including requirements definition, stakeholder coordination, and ensuring roles and responsibilities are clearly communicated
Participate in critical incident response and outage management activities, including customer communications, service restoration coordination, and post-incident resolution efforts
Build and maintain strong working relationships with peer managers, internal stakeholders, and business partners
Support operational planning, budgeting activities, vendor coordination, and continuous process improvement initiatives
Essential Duties
Oversee daily IT operations within assigned functional area; monitor workload, service levels, issue resolution, system/service performance, and customer satisfaction; ensure continuity of services and timely response to operational needs. Lead the establishment of, and adherence to standards for agency technology and software versioning in accordance with organizational standards for security and change management.
Plan, assign, supervise, and evaluate the work of professional, technical, and/or support staff; establish performance expectations; provide coaching, development, and accountability; support recruitment, onboarding, training, and employee engagement.
Manage or oversee technology projects, upgrades, implementations, and operational initiatives; develop project plans, timelines, priorities, resource assignments, and status communications; track risks, dependencies, and deliverables.
Manage contracts and interagency agreements. Track and manage contract activity to successful completion. Ensure establishment of vendor/partner service level agreements (SLAs). Monitor performance and adherence to contracts and service level agreements.
Participate in the process to develop the annual business plan and estimated operating and capital budgets. Monitor the divisional budget and business plan. Assist with procurement planning, contract administration, software/hardware/service renewals, vendor performance monitoring/management, and responsible use of public resources.
Develop, implement, and improve procedures, standards, documentation, workflows, and service practices; recommend operational and strategic improvements to increase reliability, efficiency, security, and service quality.
Participate in the management of the agency's IT portfolio, including planned initiatives, projects, and ongoing IT services
Manage contracts and interagency agreements. Track and manage contract activity to successful completion. Ensure establishment of vendor/partner service level agreements (SLAs). Monitor performance and adherence to contracts and service level agreements.
Prepare reports, dashboards, recommendations, and correspondence; maintain records; analyze service trends and performance metrics; support leadership decision-making and organizational accountability.
Perform other duties of a similar nature or level.
Requirements
Minimum Qualifications
6 or more years of experience in a related area such as IT service delivery, IT operations, infrastructure, networks, security, or application administration
Demonstrated experience supporting IT service delivery for 24/7 production operations, including IT systems, hosted and SaaS applications, and lifecycle management of assets
3 years of experience managing the work of IT professionals or consultants
Demonstrated experience resolving emergent IT issues and leading communications with designated business units and leadership
5 years of experience in IT project delivery and vendor management
An equivalent combination of education and experience to successfully perform job duties is also accepted.
Knowledge Requirements
Process improvement techniques
Project management methodologies
Risk management methodologies
Vendor and contract management
Change management practices
IT lifecycle management
Skill Requirements
Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit's Core Values and achieve the organization's vision and mission. Inspiring and fostering team commitment, pride, and trust. Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect
Supervising staff and leading teams
Managing multiple tasks simultaneously and effectively
Effective oral, written, and computer-based communication
Technical problem-solving practices
Understanding of business roles, processes, planning, and requirements in an organization
Advanced analytical, critical thinking, and problem-solving abilities
Communicating complex technical information in understandable terms through verbal, written, and visual communication, including public speaking
Adapting communication style to various audiences
Engaging with stakeholders and effectively communicating changes that may not be aligned with original expectations
Active listening
Working effectively under pressure, meeting deadlines, and adjusting to changing and competing priorities
Identifying opportunities for creative problem solving within the parameters of good business practice
Researching strategic issues, technology, and techniques
Performing analysis and assessment and providing recommendations.
Working both independently and as a team member
Preferred Knowledge and Skills
Bachelor's degree in Computer Science, Business Administration, or a related field
Transit industry experience
2 years of IT Service Management Program experience
ITIL certification
Working Conditions
Hybrid telework may be available but varies based on the specific role within the organization. Work is performed in an office environment and requires the use of office equipment and technology. You may be required to lift and carry supplies and equipment up to 10 pounds occasionally. While performing field work, you may also be exposed to automotive fumes, odors, and dust, and may need to complete tasks in noisy environments and varying weather conditions.
Employee Benefits
Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.
Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency's deferred compensation plan.
In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and ten (10) paid holidays throughout the calendar year.
Full list of all benefits and details can be found here.