TriMet stood up a new IT Service Desk function 2.5 years ago and we are seeking an IT Service Desk Manager to lead the expansion and evolution of our services. The IT Service Desk Manager will help us to centralize our IT support while building a tiered Service Desk model to provide exceptional customer service for our internal customers.
The IT Service Desk Manager is responsible for delivering exceptional service to IT’s internal customers by developing and leading the Service Management function across the entire IT division. This role will design and implement a new model for Service Management, guided by industry best practices. The manager will lead continual improvements in Service Management practices in alignment with TriMet’s organizational strategy and available resources.
This position also oversees the day-to-day operations of the Service Desk, ensuring it remains flexible and adaptable to meet the evolving needs of the agency. Responsibilities include proactive planning and support, identifying, researching, and resolving complex technical issues, and managing the creation of dashboards and key performance indicators (KPIs) to assess performance.
The IT Service Desk Manager will continuously enhance reporting functions to better align with enterprise needs and will design and implement service levels related to Service Management. They will also create and manage escalation procedures to ensure service levels are maintained, as well as document, track, and monitor problems to ensure timely resolution.
Additionally, this role is responsible for IT communication efforts across the agency, including service dashboards, outage notifications, IT service offerings, and FAQs. The manager will collaborate with IT teams and business partners to develop training materials and guidance documents to help TriMet staff effectively navigate IT services and utilize the Service Desk.
This position requires being onsite four (4) days per week.
Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements. Safety is a fundamental value that guides all aspects of our work. Perform related duties as required.
Serve as a good steward of TriMet and maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings.
Forbes Magazine recently ranked TriMet as one of the top five places to work in Oregon! TriMet is ranked the number one Oregon-based employer in the state, as well as the top “Transportation and Logistics” employer in the state.
A minimum of a bachelor's degree is required, with a bachelor's degree in computer science, communications, or a clearly related technical field being preferred.
Six (6) years of total credited experience.*
Five (5) years of experience in technically oriented computer/helpdesk work are required.
Five (5) years of experience in a service desk management role are required.
Two (2) years of lead project management or staff management experience are required.
Or any equivalent combination of experience and training.*
The amount of credit a candidate receives for prior years of experience is based on the relevancy of that experience to the required or preferred prerequisites of the job description. Experience is prorated based on hours worked. LRHR assigns and validates the "credited experience".
Type of Position / Grade / FLSA
Grade 18, Exempt, Non-Union, Full-Time.
Salary Range
Minimum: $120,556.00
Maximum: $180,835.00
Salary offers will be determined by a candidate’s education, training and relevant experience. Any final offer of employment will fall within the range stated above. For transparency, we choose to list the full available grade range, however, TriMet’s salary administration process will ultimately determine the final salary offered.
Selection Process
Candidates will be selected based at a minimum on the result of:
1. Application Review (please include: Cover Letter and Resume)
2. Panel Interviews
3. Reference Check