IT Help Desk Lead

Description

Southern California Association of Governments (SCAG) is seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets.

Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources.

As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities.

The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.

The Infrastructure and Operations Department plays a critical role in enabling the organization to achieve its mission and goals effectively.

By providing reliable, secure, and cutting-edge technology solutions, the Infrastructure and Operations department supports SCAG's various programs, initiatives, and operations.

Through the deployment and maintenance of robust IT infrastructure, collaborative platforms, and data management systems, the department ensures that SCAG staff members have access to the necessary tools and resources to carry out their responsibilities efficiently.

Overall, the Infrastructure and Operations department serves as a strategic enabler, empowering SCAG to deliver high-quality services to its members and stakeholders while fostering innovation, collaboration, and effective decision-making across the organization.

WHO WE ARE

As a mission-driven organization, SCAG is committed to attracting and retaining talent who embody SCAG’s values. SCAG's workforce is passionate and committed to innovation that improves the quality of life for all Southern Californians.

When you join SCAG, you can expect a culture where collaboration and teamwork is fostered.

SCAG operates as a hybrid organization because we recognize that work can be successfully performed in various locations.

Designing a work environment and culture where SCAG’s mission, effectiveness, and collaboration can be more flexibly served demonstrates our commitment to diversity, equity, inclusion, and belonging (DEIB) by supporting work-life balance for our employees, retaining our existing dedicated staff, and increasing access to new talent pools.

As part of our Work@SCAG hybrid approach, employees’ eligibility in the three work models (office, hybrid, remote) will depend on the department, position, responsibilities, and duties at the discretion of management.

All work models require employees to work from a location based within the SCAG region. This position is expected to be in the office 3 day(s) per week.

WHAT WE BELIEVE

MISSION

To foster innovative regional solutions that improve the lives of Southern Californians through inclusive collaboration, visionary planning, regional advocacy, information sharing, and promoting best practices.

VISION

Southern California's Catalyst for a Brighter Future.

SCAG CORE VALUES

• Be Open : Be accessible, candid, collaborative and transparent in the work we do.
• Lead by Example : Commit to integrity and equity in working to meet the diverse needs of all people and communities in our region.
• Make an Impact : In all endeavors, effect positive and sustained outcomes that make our region thrive.
• Be Courageous : Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
• Cultivate Belonging Embrace differences, foster equity, champion inclusion, and empower all.

In this role you can expect to

• Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
• Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
• Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
• Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
• Serve as the liaison between team members, client management, and company management.
• Develop processes and documentation for help desk procedures.
• Evaluate user satisfaction and service delivery processes to identify areas of improvement.
• Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
• Prepare reports on help desk metrics and present them to management to inform business decisions.
• Perform other duties as assigned.

What you'll bring to this role

A typical way to obtain the required qualifications would be with 5 years of experience in providing information technology support, and a bachelor’s degree in a relevant field.

Any combination of training, education, and experience that would provide the required knowledge, skills, and abilities may also be considered.

We’ll be a great match if you also have :

• Experience leading teams of technical IT staff
• Knowledge of call tracking and problem management software applications such as Service Now
• Knowledge of IT hardware and software troubleshooting
• Knowledge of end user hardware software and operating systems
• Knowledge of industry standards surrounding help desk reporting
• Ability to analyze data and communicate metrics related to help desk
• Ability to communicate effectively in written and oral communications
• Ability to manage time and effectively delegate tickets based on priorities

Supplemental Information

Please note, this posting will remain open until July 8, 2024 at 5 : 00 PM PST with the first application review taking place on June 24, 2024 Interested applicants are strongly encouraged to apply prior to that date.

We anticipate interviews for this position will be held in five weeks.

The information you provide on the application and supplemental questionnaire will be evaluated and used to determine your eligibility to participate in the next phase of the hiring process.

Please be advised that failure to provide complete and accurate information in the application and supplemental questionnaire may result in disqualification of your application even if you possess the qualifying experience or education.

Please be as specific as possible and include all information as requested. Comments such as "see resume or application" will not be considered as a sufficient response.

Please note that all information is subject to verification at any time in the hiring process. Falsification of any information may result in disqualification or dismissal.

Southern California Association of Governments is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, mental condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military and veteran status, or any other basis protected by law.

The provisions of this job announcement do not constitute a contract, expressed or implied, and any provision contained in this job announcement may be modified or revoked without notice.