IT Incident Management/Engagement and Escalation Supervisor
IT Incident Management/Engagement and Escalation Supervisor
Salary $47.85 - $71.80 Hourly
Location Seattle, WA
Job Type Classified Civil Service, Regular, Full-Time
Department Seattle Information Technology
Job Number 2022-00018
Closing 2/1/2022 4:00 PM Pacific
Position Description
The City of Seattle is seeking qualified candidates for the position of IT Incident Management/Engagement and Escalation Supervisor with Seattle Information Technology (IT).
As a city, Seattle is known as a progressive leader in technology, innovation and the environment. As an employer, the City of Seattle is leading local government in environmental stewardship and social justice amongst other things, making our city what it is today and shaping our exciting future. The organization’s workforce plays a critical role in making this possible.
Seattle IT is the technology backbone of the City of Seattle’s complex operations and its ability to deliver a wide array of services for the residents of Seattle. The 650+ strong professionals in Seattle IT are involved in the full spectrum of a modern IT enterprise offering many dynamic career opportunities. Our vision is simple: be a Best-in-Class digital services delivery team and set best practices for others to follow.
Job Responsibilities
Position Overview:
Seattle Information Technology is seeking an accomplished, ambitious, and enthusiastic Service Desk Escalation and Engagement Lead to oversee a diverse team of information technology professionals supporting City of Seattle personnel and technology. Seattle IT is transforming into a best-in-class digital services delivery team and the Service Desk is a key component. The IT Incident Management/Engagement and Escalation Supervisor role leads one of the many customer facing teams of Seattle IT and is responsible for:
- Providing tier two technical support via phone and self-service to internal employees across the city, managing escalated incidents for high-priority issues, and overseeing and coordinating Service Desk activities related to major (Priority 1 and Priority 2) incidents.
- The role will manage day-to-day issues and events and create internal and external processes for escalation handling, and root cause analysis to determine and propose process improvements.
Working collaboratively with the existing Service Desk management team, this position will be responsible for supervising the IT Service Desk Senior Systems Analysts. This will include scheduling, training, knowledge management and developing the skillsets of the Service Desk analysts. This position is a member of the Service Desk team under the Client and Community Engagement Division within Seattle IT. In a matrixed environment you’ll also be working with stakeholders from many technology disciplines, for example our infrastructure, applications, or security teams. This position will report to the IT Service Desk Manager.
Primary Duties:
- Direct supervision of staff to include scheduling, writing performance reviews, approving timesheets, approving vacation, tracking sick leave and other staff time allocation of work for the Senior Service Desk Analysts.
- Serving as the Service Desk’s primary liaison to the Client and Community Engagement Team – learning about significant client issues and helping develop resolution paths.
- Reporting on performance data from Service Hub, CallPilot, IVR, and other sources both as requested and for defined/published reports and dashboards, alerting management of significant trends or insights.
- Performing direct end-user relationship management for escalated issues and for high-priority clients.
- Researching and developing best practices for incident management and customer service.
- Coordinate Seattle IT’s Duty Officer rotation: an on-call rotation of resources for high-priority incidents reported to the Service Desk after-hours.
- Overseeing and coordinating Service Desk activities related to major (P1) incidents.
- Promoting, documenting, developing, and implementing best practices for incident management with a special focus on major incidents (i.e. P1 incidents and events).
- Quality control for Service Desk knowledgebase articles and other documentation, including client-facing materials.
- Ability to translate incidents into systematic improvements in systems and processes.
- Optimize and document processes to ensure they are efficient and conform to established standards and best practices.
- Technical writing to include plans, procedures, processes, templates, workflows, reports, and end user communications.
- Utilize clear verbal and written communication skills to work across the organization.
- Practical change management experience.
- Uphold the City’s Citywide Workplace Values and Expectations.
- Must have the ability to handle job stress and interact effectively with others in the workplace.
- Demonstrate regular, reliable, and punctual attendance and able to work non-business hours. Work schedule may include day, swing/evening or graveyard shifts, weekend, and holiday assignments (premium parking is available at reduced rates for swing and graveyard shifts).
- Performs other related projects and duties as assigned commensurate to classification level
Qualifications
Required Qualifications
NOTE: Equivalent combinations of education, experience and training will be considered for the required qualifications.
- Strong incident response experience
- Four+ (4+) years’ experience in Service Desk, Operations, Desktop Support, other technical support role or related field.
- Ability to participate in on-call rotation and respond after-hours, weekends, and holidays.
NOTE: Employment contingent upon successful completion of comprehensive background investigations, including a Seattle Police Department criminal history check that includes fingerprinting.
Desired Qualifications:
Most competitive candidates will possess the following qualifications:
- Bachelor’s degree in Information Technology, Computer Science or closely related field.
- ITIL certification must show evidence of certification within 12 months of hire
- At least four years of experience as a supervisor or manager, leading, mentoring and managing a technical team.
- Experience managing or supervising staff represented by a labor union.
- Collaborative team-oriented skills and philosophy.
- Collaboratively guiding and engaging the team to accomplish defined work.
- Demonstrate experience providing conflict resolution.
- Quantitative skills, data driven mindset and Excel skills a plus
Competencies:
- Possesses ability to organize and follow-through on multiple tasks, recognizes and attends to important details with accuracy and efficiency, effectively prioritizes work of staff members. Works to complete goals, tasks and plans, anticipates potential problems and analyzes alternative solutions.
- Interpersonal Style: (Interpersonal Skills, Communication, Teamwork); develops/ maintains effective working relationships; listens attentively to others; communicates ideas clearly (written & verbal); relates to people in an open/ sincere manner; participates effectively in meetings; assists in finding solutions as well as identifying problems; communicates appropriately with supervisor, managed staff and co-workers. Able to manage other individuals and maintain calm and reliable demeanor in the face of challenges.
- Thinking Skills: Diagnoses problems efficiently; gathers sufficient input before making decision or plans; makes timely decision, quickly determines sources of problem, identifies information needed to solve problem and analyzes alternative solutions, communicates issues and decisions effectively to team.
- Customer Orientation: Sensitive & responsive to internal and external customer needs; demonstrates skills in customer services and satisfaction; maintains a positive attitude, willing to listen to customer problems and seeks solutions; stays in tune with changing needs of customers.
Technical Skills:
- Seven years’ experience in problem analysis and resolution in an IT environment.
- Experience utilizing IT Service Management application (ticketing software); ideally Ivanti IT Neurons for ITSM.
- Strong problem-solving and analytical skills.
- Ability and willingness to learn new technologies.
- Demonstrated experience in ITSM/ITIL Service Management disciplines.
- Solid foundation in principles of hardware, software, communications, and applications; firm understanding of architectures and standards; understanding of future technology similar, but not limited, to agencies including utilities, public safety, and general government and/or public sector agencies.
Special Conditions:
- Ability to work non-business hours.
- Ability to work On-call.
Additional Information
Additional Information
Employees of the City of Seattle enjoy competitive pay and comprehensive benefits package generous leave programs, and the satisfaction of doing work that helps make Seattle a great place to live, work, and play. Explore City of Seattle – Benefits at a Glance (Download PDF reader) for more information.
How to Apply: Please submit your application, resume, and cover letter to https://www.governmentjobs.com/careers/seattle/
Employment contingent upon successful completion of comprehensive background investigation in compliance with Seattle's Fair Change Employment Ordinance 14.17. This position is open to all candidates who meet the minimum qualifications. The Seattle Information Technology Department values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status.
The City of Seattle is an Equal Opportunity Employer that values diversity in the workplace.
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- Agency
- City of Seattle
- Address
- Seattle Municipal Tower
700 5th Avenue, Suite 5500
Seattle, Washington, 98104
- Website
- http://www.seattle.gov/jobs