Lead IT Desktop Services

Salary range is $60K to $140K with a midpoint of $95K. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market. 

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

The Lead – IT Desktop Services will be a working lead on the Desktop Services team who will also provide executive support to our C-Suite level and executive teams. The lead will work cross functionally with our partners in IT Applications, Engineering, Operations, Security, and other teams to coordinate work, handle ticket escalations and resolve issues.

Success as a Lead will require strong communication, organization, collaboration, and leadership skills. Comfortably navigate between technical teams and the Executive Suite to assess changing conditions, implement and manage changes and interventions to ensure project and service level key performance indicators (KPIs) or service level agreements.

The Lead will provide tactical oversight of the Desktop Services team’s work assignments, service requests, and the state of good repair (SoGR) initiatives by:

• Overseeing the Desktop team’s work demand.
• Work closely with vendors to ensure solutions conform to approved process.
• Surface risks.
• Provide guidance on change controls.
• Ensure correctness and completeness of documentation.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provide extraordinary IT support to customers at the C-Suite level and ensure an overall high level of customer satisfaction.
• Ensure service levels for customers are met, and exceeded – find opportunities for improvements and implement these as needed.
• Support endpoint security standards (antivirus/firewall/patching/two-factor authentication).
• Implement support processes and provide visibility and escalation paths.
• In partnership with other teams lead the testing, configuration, installation, and repair of IT related equipment (hardware and software) used by the executive team.
• Provide support and training for the most common problems through hands-on engagement with executives and their admins.
• Work with executives and their admins to perform computer upgrades and migrations.
• Document and define executive support best practice.
• Own and drive IT projects and deliverables for the team.
• Assist with end user support and act as an excalation path for our support technicians.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and