Help Desk Supervisor (ITS5)

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Key responsibilities of an IT Help Desk Supervisor include, but are not limited to:

• Supervise, lead, direct, and mentor tier 1 IT staff within the DOC Help Desk to ensure staff productivity and achieve desired outcomes.
• Provides technical knowledge and procedural advice for Help Desk staff.
• Provides accurate, timely, and meaningful assessments of staff work performance and ensures Performance Development Plans are completed on-time.
• Responsible for mission-critical operations in the DOC Help Desk including issue resolution, issue escalation, and managing and maintaining enterprise-wide processes, procedures and communications.
• Conducts capacity planning to forecast and align staff resources to business demand in support of maintaining agreed upon service levels and targets.
• Participates in IT Service Delivery management meetings to provide expert consultation, plan, coordinate resources, review data, and recommend service improvement opportunities.
• Works with service and application owners to notify and escalate response to reported service outages.
• Key stakeholder in IT projects to ensure support readiness in the hand-off from project to operational status.

Required:

• Four (4) years of experience within Information Technology field, supervising and managing staff while using data, to effect decision making processes and recommendations.
• Two (2) years' experience in Call Center/Help Desk Supervisory/Management
• Expert level communication skills to include written, verbal, and listening.
• Two (2) years' experience managing IT service request tickets and monitoring workload queues.
• Customer service oriented.  Having the ability to maintain positive and productive working relationships with business customers, IT staff, vendors and other stakeholders, both internal and external.

• Information Technology Infrastructure Library (ITIL) practitioner or experience.
• Help Desk Certification such as Support Center Manager, or Support Center Director Certification.
• Report writing abilities using software applications.
• Current working knowledge of Washington State Dept. of Corrections organization to include current agency leadership, department heads and application business owners.

'The mission of DOC is to improve public safety.'
 
For additional information about the agency, please visit doc.wa.gov. 
 
IMPORTANT NOTES:
 

• Please include a minimum of three professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies.  If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.

• All DOC employees are fingerprinted for a criminal history background check.
• Employees may work directly with or in close proximity to incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire.  When positive tests result, further information, testing and treatment may also be required. Employment is not contingent upon test results.
• If this position is included in a Union Shop, employees will be required to become members within thirty (30) days of employment.

• Foster a positive attitude and openness toward the ever changing social and cultural makeup of the workplace.
• Work effectively with men and women of different perspectives, abilities, disabilities, races, religions, ages, lifestyle preferences and social, ethnic and cultural backgrounds.
• Respectfully acknowledge people's differences and recognize these differences as important and valuable.
• Promote inclusiveness.
• Be culturally sensitive and appropriate.
• Respect and value diverse backgrounds and traditions.

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