YWCA Seattle | King | Snohomish is an Equal Opportunity Employer.  To read more about this, view the EEO is the Law poster and this EEO is the Law Poster Supplement

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IT Service Desk Manager
Job Code:21-11009
Reports to:IT Director
Position Status:Regular Full Time
Home Site:Seneca
Location:1118 5th Ave Seattle, WA 98101
  
Summary:

The IT Service Desk Manager is a key contributor to the success of the YWCA by ensuring systems up-time, managing all aspects of customer support for YWCA staff and programs, and responding to and managing all service incidents and requests. This position will be onsite and may require driving within the city of Seattle as well as throughout King and Snohomish Counties. There will be some remote work opportunities part of the time. This position requires living and working in the Greater Seattle Area.

This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principles of antiracism and grounding those principles in everyday work are required job skills and core values. As an equal opportunity employer, we highly encourage people of color to apply.

In accordance with COVID-19 safety practices, YWCA has a COVID-19 Vaccination Policy, and all new hires need to be fully vaccinated prior to their first day of employment.  YWCA considers a new hire “fully vaccinated” when at least two weeks have passed after the date the employee received:
 
A second dose in a two-dose vaccine series, such as the Pfizer or Moderna vaccines; or  
A single-dose vaccine, such as the Janssen (Johnson & Johnson) vaccine.

 

Responsibilities:

Supervisory

• The IT Service Desk Manager will directly supervise 4 full time staff positions and various part time positions:
Help Desk Technician/IT Trainer
Desktop Support Technicians (2)
Lead Desktop Support Technician
Interns and Volunteers as available

• Supervise staff, evaluates, and oversees workflow and performance using a race and social justice lens. Creates and maintains benchmarks for setting staff goals
• Encourage productivity of staff by maintaining a “team-environment” aligned and in support of the YWCA’s mission
• Manage staff and intern training and onboarding

Customer Service

• Manage all aspects of the IT Service Desk, including resources, processes, and people
• Create documentation on technical tasks for distribution to multiple audiences such as helpdesk and end users
• Work with YWCA Program staff and Managers to provide solutions to business problems
• Provide assistance with internal IT projects and initiatives as required
• Keep a closed-loop communication with end users through the completion of incidents
• Problem-solve and meet reasonable deadlines
• Build positive and collaborative relationships

Technical

• Provide all levels of IT support and training to internal staff, collaborating with internal and external resources (vendors) as necessary to resolve issues in a timely manner
• Oversees creation of standardized software images, applications, and updates using System Center Configuration Manager
• Troubleshoot hardware, software, and wired/wireless network connectivity problems
• Manage agency mobile and office phone systems including Unified Communications
• Assist with the administration and support of our "cloud" based systems such as office 365.
• Remote Site Technical Support. Work with the Desktop Support Technicians to ensure onsite support is met for all of our 22 locations throughout the City of Seattle, King County and Snohomish County

Additional Responsibilities

• Review and approve payments for hardware, software and service invoices
• Represent agency in committee settings as needed
• Explain complex technical topics to various non-technical audiences in an approachable way
• Actively engages in agency-wide Race and Social Justice Initiative (RSJI), and strives for racially equitable outcomes; takes responsibility for creating and maintaining a safe and welcoming community by making room for people of color, trans and gender-non-conforming folks, and other populations who routinely encounter systemic oppressions
• Adhere to all Volunteer Services protocol relative to volunteer usage, recognition and monitoring
• Attend required safety trainings and meetings; follow all safety and health guidelines, standards, practices, policies and procedures; and actively participate in the agency’s Emergency Preparedness program and activities
• This position description generally describes the principle functions of the position, the level of knowledge and skills typically required and the general scope of responsibility. It is not intended as a complete list of specific duties and responsibilities and should not be considered an all-inclusive listing of work requirements. Individuals will perform other duties as assigned 

Qualifications & Core Competencies:

Associate's degree in Information Technology or a related field, Bachelor's preferred.
Minimum two years’ experience providing technical customer support in an enterprise environment (250+ users and computers)
 Two years supervisory experience in a service desk/help desk environment; demonstrated ability to select, train, motivate and inspire staff while holding them accountable for their performance. Ability to work effectively as a team leader as well as independently
Strong knowledge of current Windows client and server operating systems
Valid Washington State driver’s license, insurance, and reliable personal transportation capable of carrying computer equipment
Ability to work in stressful and high-pressure environments 
Strong troubleshooting skills and the ability to use logical deductions when fixing a problem 
Available and able to respond appropriately to emergency situations after hours
• 
Experience working with communities of color and people from different cultures than your own
• 
Demonstrated commitment to anti-racist principles
• 
Demonstrated understanding of the intersection of racism and poverty
• 
Demonstrated knowledge and skills of basic computer competencies such as emailing, calendaring, entry-level data entry and familiarity with Microsoft Office products
• 
Core Competencies Expected: Fostering Diversity, Race & Social Justice Advocacy, Planning & Organizing, Technical Expertise, Team Leadership, Attention to Detail, Problem Solving

Preferred Qualifications

Experience managing service desk solutions (Samange, SolarWinds Service Desk, Cherwell, ServiceNow, or similar)
ITIL certification and/or experience
Experience managing active directory environment
Demonstrated exceptional customer service
Strong knowledge of Microsoft Office 365
Demonstrated commitment to racial equity work
Experience supervising and mentoring intern and volunteers
Industry standard certifications (Comptia A+, Network+, Internet+) Microsoft (Azure, 365, SharePoint, Teams, Active Directory, PowerShell)

Physical Demands:

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  In performing this position, the employee:

All positions at YWCA Seattle | King | Snohomish are exposed to clients who have experienced or are experiencing trauma in various forms including but not limited to: domestic violence, sexual violence, homelessness, unemployment, financial hardship, etc.  As a result, staff are at risk of secondary trauma. Employees are encouraged to seek external support and maintain self-care when working indirectly or directly with clients
Frequently stands, walks, sits, and climbs in performing duties in the office and in traveling to off-site meetings
Frequently reaches and grasps in using telephones, computers, copy machines and other office equipment and supplies 
Frequently lifts and carries up to 15 lbs. of computers, monitors, printers, and storage boxes occasionally, up to 50 lbs.
Frequently to occasionally performs close work while using tools to install hardware, updating files, reading technical information, and using computers.
Occasionally kneels, bends, pushes and pulls in obtaining files from drawers
Occasionally maneuvers around and/or under desks in sometimes tight and dirty locations

*Continuously = Over 80% of the time * Frequently = 20-80% * Occasionally = Under 20%

 


Hours, Rate & Benefits:
• Hourly rate: $33.65/hour or DOE
• Regular Full Time, Hours per week: 40
• FLSA Classification: Exempt
• Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday and sick leave plans
• At the time of hire, employees may choose to voluntarily enroll in the Fidelity 403b Plan. Typically after two years of employment, employees are eligible to participate in the YWCA Retirement Fund.