IT Help Desk Lead

Description

The Southern California Association of Governments (SCAG) is seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources. As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.

The Infrastructure and Operations Department plays a critical role in enabling the organization to achieve its mission and goals effectively. By providing reliable, secure, and cutting-edge technology solutions, the Infrastructure and Operations department supports SCAG's various programs, initiatives, and operations. Through the deployment and maintenance of robust IT infrastructure, collaborative platforms, and data management systems, the department ensures that SCAG staff members have access to the necessary tools and resources to carry out their responsibilities efficiently. Overall, the Infrastructure and Operations department serves as a strategic enabler, empowering SCAG to deliver high-quality services to its members and stakeholders while fostering innovation, collaboration, and effective decision-making across the organization.

WHO WE ARE

As a mission-driven organization, SCAG is committed to attracting and retaining talent who embody SCAG’s values. SCAG's workforce is passionate and committed to innovation that improves the quality of life for all Southern Californians. When you join SCAG, you can expect a culture where collaboration and teamwork is fostered.

As part of our Work@SCAG policy, employees are eligible for two work models: in-office and hybrid. Eligibility for these models will depend on the department, position, responsibilities, and duties, as determined by management. All work models require employees to be based within the SCAG region. This position is expected to follow the hybrid model and be in the office 2-3 days per week.

WHAT WE BELIEVE

MISSION

To foster innovative regional solutions that improve the lives of Southern Californians through inclusive collaboration, visionary planning, regional advocacy, information sharing, and promoting best practices.

VISION
Southern California's Catalyst for a Brighter Future.

SCAG CORE VALUES

• Be Open: Be accessible, candid, collaborative and transparent in the work we do.
• Lead by Example: Commit to integrity and equity in working to meet the diverse needs of all people and communities in our region.
• Make an Impact: In all endeavors, effect positive and sustained outcomes that make our region thrive.
• Be Courageous: Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
• Cultivate Belonging: Embrace differences, foster equity, champion inclusion, and empower all.

In this role you can expect to

• Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
• Manage all tickets in the ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
• Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
• Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
• Serve as the liaison between team members, customer management, and agency management.
• Develop processes and documentation for help desk procedures.
• Evaluate user satisfaction and service delivery processes to identify areas of improvement.
• Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
• Prepare reports on help desk metrics and present them to management to inform business decisions.
• Perform other duties as assigned.

What you'll bring to this role

A typical way to obtain the required qualifications would be with 5 years of experience in providing information technology, and a bachelor’s degree in a relevant field.

Any combination of training, education, and experience that would provide the required knowledge, skills, and abilities may also be considered.

We’ll be a great match if you also have:

• Experience leading teams of technical IT staff.
• Knowledge of call tracking and problem management software applications such as ServiceNow.
• Knowledge of IT hardware and software troubleshooting.
• Knowledge of end user hardware software and operating systems.
• Knowledge of industry standards surrounding help desk reporting.
• Ability to analyze data and communicate metrics related to help desk.
• Ability to communicate effectively in written and oral communications.
• Ability to manage time and effectively delegate tickets based on priorities.

Supplemental Information

Please note, this posting will remain open until March 19, 2025, with the first application review taking place on March 5, 2025. Interested applicants are strongly encouraged to apply prior to that date. We anticipate interviews for this position will be held in five weeks.

Insurance Coverage
Employees may choose from nine HMO and two PPO health plans administered through CalPERS. SCAG contributes the following amounts towards the monthly health premium: $850 for employee only coverage; $1500 for employee plus one dependent; $1800 for employee plus family. Employees may waive SCAG-sponsored health plans by providing evidence of other health coverage each plan year. Upon meeting eligibility requirements, employee is eligible to receive opt out amount of $200 per month, paid as taxable earnings. Premiums for dental and vision are covered 100% by SCAG. Life insurance in the amount of $50,000 is provided by SCAG. Supplemental life insurance is available at a minimal cost to the employee. Short-term and long-term disability insurance plans are provided by SCAG.

Retirement
Employees become members of the Public Employees’ Retirement System (PERS). Effective January 1, 2013, for new members of the California Public Employees’ Retirement System (CalPERS), the retirement formula is calculated at 2% @ 62 with a Three Year Average Formula. In accordance with the Public Employees' Pension Reform Act of 2013 (PEPRA), the new member will have a mandatory contribution of 7% of reportable compensation. Employees who are current members of CalPERSor an agency with CalPERS reciprocity, or who have less than a six-month break in service between employment with SCAGor in a CalPERS(or reciprocal) agency will be enrolled in the 2% @ 55 benefit formula.

Empower deferred compensation plan is available and all non-management positions receive a 50% match, up to $1,500. Employees do not pay Social Security.

Paid Parental Leave
12 weeks of paid parental leave to employees following the birth of an employee’s child or the placement of a child with an employee in connectionwith adoption or foster care. Employees become eligible for this benefit after12 months of employment at SCAG.

Holidays
Employees receive 10 designated holidays and 44 hours of Personal Floating Holidays (PFH) per fiscal year, 11 hours for each full quarter worked.

Vacation Accrual
Ten to twenty days per year depending on length of service with SCAG.

0-3 years: 80 hours
4-10 years: 120 hours
11-16 years: 140 hours
17+ years: 160 hours

Sick Leave
Employees accrue sick leave at the rate of one day per month.

Flexible Spending Accounts
Tax-exempt savings plans are offered to pay for eligible expenses associated with healthcare, dependent care, and parking.

Transit Reimbursement Program
SCAG reimburses up to $230 per month for commute to the office via public transit via bus, rail, or train. Employees must commute a minimum of 8 days per month in order to receive reimbursement for monthly passes.

Flexible Time/Modified Work Week/Telework
Employees may work a modified 9-80 work schedule, with every other Friday off. SCAG offers a flexible work schedule to allow employees some flexibility on daily work hours. SCAG has developed a hybrid workforce program called Work@SCAG to provide three work model options (office, hybrid, and remote) to choose from, based on their position, within the SCAG Region.

Technology Allowance
Employees in hybrid and remote work models will receive a one-time stipend of $300 to be used for remote office setup. In addition, all employees receive a $140 monthly technology allowance to cover phone usage for business use and to offset utilities costs while working remotely.

Other Benefits
Educational assistance up to $5,250 per year is offered for qualified courses after one year of employment. Professional membership reimbursement up to $300 per year for professional associations.

Probationary Period
All non-management employees are required to successfully complete a probationary period of 2080 hours prior to achieving regular employment status.

Closing Date/Time: 3/19/2025 5:00 PM Pacific

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• Southern California Association of Governments

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