ABOUT WESTED WestEd is a national, nonpartisan research, development, and service agency. Our mission is to improve learning, healthy development, and equity in schools and communities. With headquarters in San Francisco, WestEd has more than 700 employees who work in 46 states and DC, with a significant number of staff working virtually. Our core values include research-based approaches to serving the needs of our clients, ensuring excellence and integrity in all our work, equity, and striving for impact. To view our 2020 Year in Review from our CEO, Glen Harvey, please visit here.
Serving as trusted partners in the areas of education, health, and justice, our teams enhance capacity within communities and school districts to prioritize impact - asking the right questions, customizing methodologies, developing relevant tools, and implementing best practices specific to a diverse range of stakeholder needs. Diversity, equity, and inclusion is core to who we are and how we work. We are committed to working with our clients to illuminate and address disparities, value and elevate diverse voices, and ensure equitable access to our resources and services. We value a range of perspectives provided by a diverse workforce and the ways in which those perspectives enrich and inform our agency and the work we do. Read more about WestEd's Commitment to Diversity, Equity, and Inclusionhere.
Department Overview: WestEd's Information Technology Department is seeking a mission-driven Service Desk Manager. Our team is in the midst of several exciting projects over the next several years that require exceptional communication, collaboration, and technical skills. WestEd's Information Technology Department supports and deploys hardware, software, SaaS Solutions, custom applications, and network infrastructure for nearly 1000 employees located in 16 national offices. The successful candidate willlead the Service Desk and IT Asset Management teams.
Position Overview: The Service Desk Manager ensures that WestEd staff are supported in their use of technology. Further, they are responsible for coordinating with their staff and other IT professionals to uncover support challenges and strategies to resolve/mitigate them in accordance with agency metrics. In addition to overseeing the Service Desk team, the manager will also be responsible for the IT asset management function. To be successful, you will need to mentor and lead your teams to prioritize tasks to align with escalation procedures and agency priorities. You will also provide them with expertise to resolve technical and situational issues encountered in their daily work.
The right candidate will:
Have a passion for quality work
Be driven to provide excellent customer service
Ability to lead your team in resolving technical issues
Exude leadership by example, modeling our IT Core Operating principles of Transparency, Collaboration, Accountability and being Solutions-Oriented & Forward Thinking
Be both player and coach; when the team needs help, you have the ability to dive into technical details, or difficult customer support situations.
Collaborate with other IT managers to develop escalation workflows with their teams
Have a proven record of successfully leading change within a Service Desk team
Build and foster an active and positive culture for the team
Be innovative and have a continuous improvement mindset
This position is available in any of our 16 offices
SPECIAL NOTICE REGARDING THE WORK LOCATION OF THIS POSITION - Currently, all staff at WestEd are working from home until further notice. Once we return to offices, this position will be based in one of WestEd's offices. Candidates can submit a request to work from home.
Responsibilities:
Supervise Service Desk Analysts
Direct triage workflow for cases, handle escalated cases and issues
Monitor for cases needing escalation, missing SLAs, or otherwise needing additional resources
Mentor the Service Desk team, and develop their technical, troubleshooting, and research skills
Ability to get individuals to perform as a team; ability to get team recognize that IT is all one team
Ability to Provide Tier 1 and 2 in a multi-channel environment using remote tools with a strong emphasis on responsive customer service
Establish best practices through the entire technical support process by embracing continual service improvement
Ensure adherence to IT policies, procedures, and standards
Develop and uses metrics to measure and evaluate performance
Develop metrics to measure staff satisfaction, then follow-up with staff to identify areas for improvement
Contribute to customer service by actively responding to queries and handling complaints
Develop reports to represent the team's work, productivity, and effectiveness
Recruit, train, and support Service Desk analysts
Identify and work to resolve chronic issues impacting Service Desk and staff
Provide coverage for emergency after-hours support
Troubleshoot and resolve desktop & network issues with macOS, iOS, and Windows operating systems
Escalate help tickets to technical experts and/or our infosec team as appropriate
Review, develop, and expand Service Level Agreements with other IT units
Developing, maintaining, and tracking metrics to senior leadership/management of support issues and trends through formal system reporting
Provide support for company supported SaaS (Software as a Service) applications (i.e., Box, Smartsheets, G-Suite, WestEd intranet, Salesforce, etc.)
Install and configure new macOS/Windows computers, mobile devices, printers, LCD, projectors, and other equipment, as needed
Document resolutions for future reference and guide team regarding software and hardware issues
Support conference rooms, including regular testing to make sure equipment is ready for staff events
Manage the asset management team in all phases of IT asset management from; deployment, assignment, tracking, and reclamation
Travel Required: Up to 15% to WestEd Headquarters
Qualifications:
Ability to multi-task, manage priorities, work within a team and operate in a fast-paced environment
Ability to troubleshoot hardware and software issues (MS Office, email, Internet access, printer drivers, etc.)
Experience leading support in a multi-channel environment (i.e., in-person, email, phone, Slack)
Ability to prioritize work and deliver to tight deadlines in a dynamic environment
Excellent written and verbal communication skills
Experience managing remote staff
2 years: IT Asset Management experience
3 years: Managing a service desk team following established procedures and metrics
4 years: Service Desk support experience
Required:
Experience providing asset management services and reports
Experience providing support in a completely remote environment
Experience providing support to clients greater than 500 individuals
Experience with Team Dynamix
Expertise using remote support technologies such as Manage Engine, and Apple Remote Desktop
Experience working in a heterogeneous environment macOS, iOS, user owned devices, and Windows 10 operating systems
Ability to forecast peak workloads, staffing needs, and hardware/software needs based on incoming cases
Additional Requirements:
Excellent Communication Skills
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Innovative: Consistently introduces new ideas and demonstrates original thinking
Team Player: Works well as a member of a group
Bachelors or better in Information Technology or related field preferred
Successful candidates must be authorized to work in the USA (visa sponsorship not available)
SALARY AND BENEFITS: Salary for this role is competitive, set at a WestEd level H, and commensurate with experience. WestEd offers a very generous benefits package including medical, dental, and vision coverage, as well as Life, AD&D and Disability insurance. We also offer various retirement plan options and Flexible Spending Accounts for medical, childcare, and commuter expenses. WestEd offers generous paid holidays and paid time off (PTO), among other benefits.
Committed to the diversity of race, ethnicities, perspectives, and opportunities, WestEd offers a variety of social and professional learning communities, such as Employee Resources groups, the Data Intelligence, Insights, and Innovation PLC, and the WestEd Parent Community, just to name a few. We hope you'll consider joining us to build better schools, communities, learning pathways, and more!
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
