IT Service Desk Operations Manager

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.

 

Application and Selection Process

• Only on-line applications accepted. 
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background check, reference checks and various performance tests.

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.

 

If you are related to or share the same living quarters of a current Community Transit employee, please let your Recruiter know as your eligibility for this position may be affected.

 

Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on a basis prohibited by Federal, State or Local law.  We value and encourage diversity in our workforce.  EOE AA M/F/Vet/Disability.  Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.