IT Services Manager (Manager 1, Exempt)

Position Description

Seattle Municipal Court (SMC) is currently in search of a highly motivated individual to fill the position of IT Services Manager. The chosen candidate will be responsible for supervising the IT services and incident response team, which encompasses technical support, business systems analysis, and compliance functions. This role involves coordinating incident response across various service providers and ensuring the smooth, reliable, and continuously improving operation of the IT customer-facing team, guided by performance metrics and customer input. Additionally, the selected candidate will be tasked with sharing performance reports regarding the IT customer experience and satisfaction.

About Seattle Municipal Court: The City of Seattle's Municipal Court’s (SMC) mission is to provide a forum for people to resolve alleged violations of the law in a respectful, independent, and impartial manner. The Court is dedicated to advancing social justice issues by supporting personal, structural, and systemic change in our community, and building a diverse workforce. The Court works collaboratively to realize the City’s vision of racial equity by participating in the City of Seattle’s Race and Social Justice Initiative (RSJI). Candidates with the ability to effectively collaborate with multicultural communities are encouraged to apply. The Court aims to hire people committed to being respectful and impartial when addressing customer issues, thereby ensuring the public's trust and confidence in the judicial system.

Why Join Our Team?

Hybrid work schedule opportunities Family-friendly and multicultural work environmentGenerous benefits package Free Orca PassCity pension plan with employer/employee contributions Growth potential and advancement opportunities

Job Responsibilities

Lead the IT Services team within the Technology Service Area, overseeing Incident and Service Management, Service Provider Management, IT Asset and Contract Management, as well as IT Security and Compliance Assurance functions. Coordinate incident response, service requests, and problem resolution for IT solutions, including Commercial-Off-The-Shelf applications from multiple vendors. Manage critical infrastructure and essential business applications provided by service providers, while integrating data exchange partnerships across various jurisdictions. Develop, implement, and enforce approved IT policies, including Remote Access, Acceptable Use, Data Classification, and Third-party security policies, to maintain a secure and compliant IT environment. Foster a collaborative environment promoting information sharing, teamwork, cross-training, and continuous process enhancements. Hold a team comprising two Technical Support Specialists and one Business Analyst/Compliance Specialist accountable for achieving goals and delivering results. Provide strategic technical leadership, emphasizing collaboration and expertise in IT management protocols. Develop a profound understanding of technical nuances and align technology solutions with the court's overarching objectives. Additionally, guide the team through technological advancements by updating procedures and supporting staff throughout the change process.

Please note this job posting is not designed to cover or contain the complete listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change as conditions require.

Qualifications

Minimum Qualifications

Experience

Five (5) years’ experience in an IS or IT department with high-volume support environments, including experience with desktop support, asset management, or service desk management. Two (2) years’ experience supervising staff.

OR

A combination of education, training and/or experience which provides evidence of the ability to perform work of the class.

Additional Information

Additionally, you will be prepared to take on this role if you have the following experience, skills, abilities, commitments:

Creates a collaborative culture where information sharing, team-based resolutions, cross-training, and process improvements are encouraged, and staff are held accountable for goal achievement and results. Enjoy leading and inspiring a team. Candidates who excel have demonstrated experience in supervising and mentoring staff, fostering a collaborative culture, and ensuring accountability for results. Are committed to a client-centric approach, focused on understanding client needs and delivering solutions aligned with their business goals. Exhibit exceptional problem-solving abilities and the capacity to work autonomously. HDI certification ITIL Foundation certification CompTIA A+ certification Business Analyst certification Project Management or Agile certification Experience in sourcing and managing vendor relationships, contracts, and performance. Demonstrated experience driving projects from conception to successful completion with quality results. Excellent written & verbal communication (technical & non-technical audiences).Commitment to diversity, equity, and inclusion

Salary

The full salary range for this position is $43.89 - $65.83 per hour. The final salary determination will be negotiated at the ELT Level upon hire.

Work Environment

This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office a minimum of twice a week. Individual schedules will be agreed upon by the employee and their supervisor.

Hiring Process

In addition to completing your online application, the following attachments are required:

Current resume Cover letter which describes your interest in the position and how you meet the position's requirements.Incomplete applications will not be reviewed.

Who may apply: This position is open to all individuals whose experience; skills and abilities are aligned with the qualifications as presented above. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, medical condition, or pregnancy. The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experiences.

Benefits

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at:https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans