IT Customer Support Manager, Information Technology Services Job Listing at Bellevue College in Bellevue, WA (Job ID 14562)

Description

Position Summary  

The Manager of the ITS Service Desk at Bellevue College role is to oversee, manage, train, and coordinate a team of full-time classified staff in the IT Customer Support - Journey and Entry job families. This team serves as the central point of contact for all technology support needs for faculty, staff, students, and community members.

In addition to managing staff scheduling, time sheet approval, conflict resolution, and performance reviews, this position also is responsible for ensuring continual improvement of internal processes, fostering team collaboration, managing the service portfolio, and ensuring account security and service delivery. This position will regularly survey customers to gauge their satisfaction with service and use that feedback to improve operations.

Furthermore, the incumbent will manage the ITS Change Advisory Board (CAB) to ensure smooth internal change management and coordinate all enterprise-wide IT communications for release and critical incident management. Utilizing direct report expertise and streamlined processes, this position will provide efficient and effective technology support to the Bellevue College community.

Pay, Benefits & Work Schedule  

Position Salary Range: $99,252/year - $133,536/year

The salary information shown above is a general guideline only. The salary will be determined based on candidate's qualifications and related experience, as well as market and business considerations. Individuals newly hired to Classified position are placed in a salary range based on the WPEA Collective Bargaining Agreement.

We offer comprehensive compensation package with salary and benefits as the main components. Competitive salary is within the Range stated above, and commensurate with qualifications and experience. Generous benefits package is offered through Washington State plans that includes multiple medical, dental, life and disability coverage choices for employees and dependents; choices of retirement and deferred compensation plans; paid holidays, sick, and vacation plans; transit program, reduced tuition, employee discounts and memberships, etc.

The employee is scheduled to work 40 hours per workweek. This is a Classified, overtime eligible position and represented by the Washington Public Employee Association of Higher Education (WPEA-HE).

 

About The College  

Bellevue College is a diverse student-centered, comprehensive and innovative college, committed to teaching excellence that advances the life-long educational development of its students while strengthening the economic, social and cultural life of its diverse community. Bellevue College is located just 10 miles east of Seattle where we serve a student population of over 54% students of color and over 1,300 international students. The college promotes student success by providing high-quality, flexible, accessible educational programs and services; advancing pluralism, inclusion and global awareness; and acting as a catalyst and collaborator for a vibrant region.

We strive to create a vibrant and inclusive campus community that supports a diverse student body, faculty and staff. As an essential part of our mission and goals, diversity, equity and pluralism are promoted and fostered in all aspects of college life. By enriching student life through leadership opportunities, personal learning and cultural experiences, we are committed to building an inclusive and diverse campus community that fosters creativity, innovation and student success.

For more information, visit BC Facts at a Glance @ Bellevue College.

About the Department  

The Information Technology Services (ITS) division is comprised of six departmental teams: The Office of the Vice President, Digital Media Services, Infrastructure, Integration, Technical Support Services, and Office of IT Business Operation. ITS supports all campus computing ¿ both academic and administrative. The division manages networking and server components, performance and quality of all college websites, the web portal, software and application development, as well as data and administrative system support. ITS provides in-person workshops and training to faculty and staff, and offers an array of video production services including live streaming campus events as well as producing original programming to support college activities. ITS broadcasts 24/7 programming for the College and outlying community on the College Channel television station.

Essential Functions  

Service Desk Management (People) Tasks include:

• Supervises full-time IT Service Desk staff in specialized IT job family (IT Customer Support ¿ Journey and Entry positions) responsible for all incoming technology support requests for Bellevue College from students, faculty, staff and community members via phones, live chats, emails, ticket requests and in person support.
• Trains Service Desk staff to ensure they have the knowledge and skills necessary to maintain account security through best practices such as MFA and SSPR. Additional training for installing, configuring, and troubleshooting computer hardware and software across a variety of enterprise-wide systems, including Windows and Mac platforms, Microsoft 365, Active Directory, Azure, Canvas, Team Dynamix, JAMF, InTune, Adobe, Zoom, WordPress, and ctcLink.
• Approves schedules, leave requests, purchases, over-time and timesheets from Service Desk staff within ctcLink HCM portal.
• Reviews, analyzes Service Desk staff monthly intake metrics (phone volumes, tickets created/resolved, chats, surveys etc).
• Conducts evaluations, providing feedback and consulting to improve assigned IT staff performance on a monthly and annual basis and initiate new or revised IT policies.
• Resolves conflicts and mediates disputes between team members, students, staff, faculty or community members.
• Collaborates with the Vice President of ITS, Directors of Technology Support Services, Enterprise Services, and IT Business Operations to ensure seamless delivery of IT services.
• Creates an efficient and effective Service Desk that provides high-quality technical support to students, staff, faculty and community members. To achieve this, we invest in the success of our Service Desk team by providing comprehensive training, coaching, and applying ITIL principles. Resulting in a collaborative work environment with expert technical guidance, and continual improvement.

Service Desk Management (Processes and Practices):

• The IT Customer Support Manager holds budget authority, responsible for planning, allocating, and overseeing the financial resources of the Service Desk, including $350,000 training and salary funds for four employees and $30,000 in annual contract authority for the Team Dynamix system, to ensure efficient and effective service delivery within the allocated budget.
• Trains Service Desk staff on prioritizing demand based on impact and urgency, including routing tickets to the appropriate departments within the division, following a developed internal process.
• Assigns work to Service Desk staff based on technical knowledge, experience, and current workload.
• Applies project management principles, methods ad practices to assigned projects, such as implementing and maintaining the IT Service Management tool (Team Dynamix) to Bellevue College, along with designing IT¿s Client Portal, including the Service Portfolio and Knowledge Base.
• Procurement of IT Service Desk resources, including oversite of equipment purchases related to IT Service Desk.
• Oversee and monitor the evaluation and contractual aspects of our IT Service Management tool (TeamDynamix) with the vendor to ensure completion and compliance of contract requirements.
• Design internal processes for IT service delivery, including the management of service level agreements, ticket lifecycle, incident, problem, and change management.
• Utilizes data analysis and interpretation to generate reports for future planning purposes. Incorporates team metrics into existing performance measurement system to provide insight for informed IT leadership decisions.
• Manages customer satisfaction surveys for valuable feedback and provides practical/relevant ideas and perspectives to process improvements.
• Approves specifications, design requirements and process flow for applications and systems for multiple ticketing applications across different divisions at the college (ITS and eLearning). 
• Managing policies and procedures for Service Desk staff requires a commitment to ongoing policy development, implementation, and enforcement. By involving Service Desk staff, providing training and resources, monitoring compliance, and continuously improving policies and internal processes, the Service Desk creates a positive and consistent experience for the team, along with students, faculty, staff and community members.

Enterprise Communications for ITS Notices Tasks include:

• Manages enterprise-wide notices to the Bellevue College community for all ITS releases, maintenance, critical incidents and/or announcements (network outages, ctcLink maintenance, phishing scams, Microsoft releases etc).
• Develops and maintains division communication templates to ensure consistency and alignment with the evolving needs of Bellevue College.
• Collaborates with subject matter experts to validate the accuracy of technical details and align them with the core theme of communications.
• Creates an informative and familiar voice and identity for all IT communications to the Bellevue College community.

Change Manager for ITS Change Advisory Board Tasks include:

• Reviews and approves change and release requests submitted by internal IT staff in the role of Change Manager for the Change Advisory Board (CAB). 
  Oversees the Change Calendar and ensures all necessary communications are provided based on the impact assessment of each change.
• Manages the processes and workflows of the CAB for different types of changes, such as standard, normal, emergency, expedited, or recurring changes.
• Mitigates the risks involved with each change or release, ensuring limited negative impact to our students, staff, faculty, community members and technology environments.

Minimum Qualifications  

• Six (6) years of experience in customer technical support.
• Three (3) years of experience in staff leadership.
• Exceptional written and verbal communication skills.
• Proven ability to solve complex problems effectively.
• Skilled in collaborating with diverse groups, embracing cultural differences and varying perspectives.

Preferred Qualifications  

• Bachelor's degree or AA degree related to field.
• ITIL (Information Technology Infrastructure Library) Certification.
• Three (3) years experience managing IT ticketing system(s).

Conditions of Employment  

Bellevue College intends to provide a drug-free, healthy, safe, and secure work and educational environment. Each employee is expected to report to work in an appropriate mental and physical condition to perform her/his/their assigned duties.

Bellevue College employs only U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Services. 

Sexual Misconduct and Background Check:

Prior to start of employment, finalists(s) for this position will be subject to a pre-employment background check as a condition of employment. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant's suitability and competence to perform in the position.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington State Law.

Check frequently in your inbox, spam, junk, clutter email folders for any communication regarding the next steps from Bellevue College and our background check partners.

Reference Check:

Reference checks may include, but are not limited to, contacting references and verification of work experience, and/or past job duties. 

Other Information  

• This position is NOT eligible for relocation allowance.
• This position is NOT eligible for sponsorship for employment-based visa.

How To Apply  

Applications received by 01/20/2025 will be given full consideration. Applications received after that date may be considered until the position is filled. 

All individuals interested in this position are encouraged to apply. Your application must include a complete online application and all of the required documents below to be considered complete. Any application that does not provide all requested information will not be considered for the position (only submit required documents with the application, additional will not be reviewed.) Please review Application Tips before applying. Current Bellevue College employees should apply the position through Employee Self Service.

Required application materials:   

• Attach a Cover Letter (min 1 pg., max 2 pgs.)
• Attach a Resume
• Attach a Diversity Statement (min 1 pg., max 2 pgs.) that addresses the following: Please provide specific examples of how your educational and/or professional experiences, demonstrate your commitment to diversity and equity
• Complete the Job Questionnaires if applicable

Contact: 
If you have questions with regards to the application or the hiring process, please contact Office of Human Resources at 425-564-2274 or email to jobs@bellevuecollege.edu.

EEO Statement  

Bellevue College does not discriminate on the basis of race, color, national origin, language, ethnicity, religion, veteran status, sex, sexual orientation, including gender identity or expression, disability, or age in its programs and activities. Please see policy 4150 at www.bellevuecollege.edu/policies/. The following people have been designated to handle inquiries regarding non-discrimination policies: Title IX Coordinator, 425-564-2641, Office C227, and EEOC/504 Compliance Officer, 425-564-2178, Office B126. 

Applicants with disabilities who require assistance with the recruitment process may contact hraccommodations@bellevuecollege.edu .

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