Service Desk Lead
Apply NowCompany: City of Bellevue, WA
Location: Bellevue, WA 98006
Description:
Salary : $114,885.00 - $158,562.00 Annually
Location : Bellevue, WA
Job Type: Regular
Job Number: 25-00182
Department: Information Technology
Division: IT Ops Client Services
Opening Date: 04/21/2025
Closing Date: 4/27/2025 11:59 PM Pacific
FLSA: Exempt
Bargaining Unit: NONAFF
Come Join the City of Bellevue!
Please fill out your application as fully as possible. The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. Read the "Hiring Process" section below to learn more.
New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.
Job Summary
Bellevue is a dynamic, international and multicultural, future-focused Smart City serving approximately 155,000 residents. Our Council vision is: "Bellevue welcomes the world, our diversity is our strength." We value all employees and their contributions. The City invests in its employees and encourages and rewards employee growth and development by building on our commonalities and our differences. Bellevue is high tech hub, noted for its diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. We work collectively to make it a place where you want to work, live and play.
The IT Department consists of 70 talented employees serving over 1,800 staff in 13 departments across 35 different locations. The IT Department supports the computers, applications, network, servers, communications, and services needed to support high quality City operations. For the past six years Bellevue has placed in the top three of Digital Cities Survey, awarded by the Center for Digital Government for our work in advancing digital government and Smart City. As technology continues to evolve, ITD's partnership with customers is critical to successful technology adoption.
If this sounds like an exciting place to work, then you may be a great fit for our IT End User Support Lead role. End User Support Lead is responsible for ensuring the smooth operation and efficiency of the end-user support team, overseeing the daily activities of the support team, and providing guidance, training, and mentorship to ensure top-notch service delivery. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with end-users, team members and customers.
Essential Duties and Responsibilities
Qualifications
Knowledge, Skills, Abilities, and Competencies
Supplemental Information
Working Conditions & Physical Requirements
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Flexible/Hybrid Working:
The City is
implementing a flexible/hybrid work policy that will allow staff to work
remotely. Remote work for this position is subject to department's operational
needs and will be discussed with candidates during the selection process. Once
hired, employees must reside in the State of Washington.
HIRING PROCESS
The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. To evaluate all candidates fairly and equitably, the City will make all applicants anonymous when we are screening the applications. We will redact information from our application such as your name, address, and other demographics. To help us, please complete the online application form as fully as possible.
CONDITIONS OF EMPLOYMENT
At the City of Bellevue, you'll be part of a team committed to providing exceptional customer service, upholding the public interest and advancing the community vision. The six essential and enduring principles that guide our individual actions, our interactions, and our decision making in the City of Bellevue organization is: Exceptional Public Service, Stewardship, Commitment to Employees, Integrity, Innovation, and Diversity, Equity & Inclusion. You'll work in an environment that is innovative, collaborative, future focused, and committed to excellence. Bellevue welcomes the world. Our diversity is our strength. We embrace the future while respecting our past. It's what makes the City of Bellevue an exciting place to work, live, and explore.
Have we piqued your interest yet? Come join our team! The City of Bellevue supports workplace diversity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetic information, disability, age, veteran status, or any other protected status. Persons needing assistance with the application process may call the Human Resources Office, at 425-452-6838 or If you are invited to participate in the selection process and need ADA accommodations, please notify HR before you are scheduled for an interview or testing.
The City of Bellevue participates in the E-Verify program. Learn more about the E-Verify program.
For any technical difficulties with your application, please contact the NEOGOV support line at 855-524-5627.
** Please be sure to check your junk folder for any messages that may be sent to you about this recruitment.**
The City of Bellevue offers employees a comprehensive benefits package providing choice, flexibility, and value!
Please Note: Seasonal, part-time, and variable employees are not eligible for the below benefits except for mandatory participation in the retirement plan assigned to the position, which will be the Municipal Employees Benefit Trust (MEBT 2) retirement plan or the Washington State Public Employees Retirement System (PERS) retirement plan and any other benefits as required by law.
The following summary applies to fully benefited positions:
Medical
Employees are offered a choice of medical coverage through the City's self-insured Preferred Provider Organization (PPO) plan or Kaiser Permanente (HMO).
Dental
Employees are offered a choice of two dental carriers with plans that offer regular checkups, x-rays, fillings, and crowns. Orthodontia is available through one of the carriers.
Vision
Employees are offered a choice of vision coverage through an annual exam-only plan or a buy-up plan which includes an annual eye exam and hardware coverage.
Retirement Plans - Employees are offered three retirement plans:
More detailed information about our employee benefits is available at
Paydays - The City of Bellevue pays employees on the 8th and the 23rd of each month (24 pay periods per year).
Please note that the City does not participate in the Social Security Administration (SSA) program, and employees do not earn social security credits. The mandatory DRS retirement pension plan provides the required social security replacement plan. Any social security benefits earned at other places of employment may be reduced because they are subject to the Windfall Elimination Provision or the Government Pension Offset.
NOTE: This is a brief summary of the benefit programs for the City's non-represented employees. Every effort has been made to ensure its accuracy. Benefits for employees represented by a may have different benefits. If any information on this document conflicts with the provisions of a CBA, the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
01
Do you have 6 or more years of experience increasing responsibility on an IT service desk?
02
How many years of experience leading a support team of increasing responsibility on an IT service desk?
03
How many support analysts have you directly supervised in a professional setting?
04
How many years of experience do you have working on a service desk?
05
How many years of experience do you have leading or managing a service desk?
06
Approximately how many end users have you supported in your service desk roles?
07
Briefly describe your IT service desk experience. (200words or less)
Required Question
Location : Bellevue, WA
Job Type: Regular
Job Number: 25-00182
Department: Information Technology
Division: IT Ops Client Services
Opening Date: 04/21/2025
Closing Date: 4/27/2025 11:59 PM Pacific
FLSA: Exempt
Bargaining Unit: NONAFF
Come Join the City of Bellevue!
Please fill out your application as fully as possible. The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. Read the "Hiring Process" section below to learn more.
New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.
Job Summary
Bellevue is a dynamic, international and multicultural, future-focused Smart City serving approximately 155,000 residents. Our Council vision is: "Bellevue welcomes the world, our diversity is our strength." We value all employees and their contributions. The City invests in its employees and encourages and rewards employee growth and development by building on our commonalities and our differences. Bellevue is high tech hub, noted for its diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. We work collectively to make it a place where you want to work, live and play.
The IT Department consists of 70 talented employees serving over 1,800 staff in 13 departments across 35 different locations. The IT Department supports the computers, applications, network, servers, communications, and services needed to support high quality City operations. For the past six years Bellevue has placed in the top three of Digital Cities Survey, awarded by the Center for Digital Government for our work in advancing digital government and Smart City. As technology continues to evolve, ITD's partnership with customers is critical to successful technology adoption.
If this sounds like an exciting place to work, then you may be a great fit for our IT End User Support Lead role. End User Support Lead is responsible for ensuring the smooth operation and efficiency of the end-user support team, overseeing the daily activities of the support team, and providing guidance, training, and mentorship to ensure top-notch service delivery. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with end-users, team members and customers.
Essential Duties and Responsibilities
- Team Leadership: Manage and mentor a team of end-user support staff, fostering a collaborative and productive work environment.
- Support Operations: Oversee the daily operations of the IT Support team, ensuring timely and effective resolution of technical issues.
- Process Improvement: Identify areas for improvement in support processes and implement best practices to enhance service delivery.
- Incident Management: Manage and prioritize incoming support requests, ensuring that all incidents are tracked, documented, and resolved in a timely manner.
- Training and Development: Provide ongoing training and development opportunities for support staff to enhance their technical skills and knowledge.
- Performance Metrics: Monitor and analyze support team performance metrics, preparing regular reports for senior management.
- Customer Service: Ensure a high level of customer satisfaction by providing excellent support and maintaining strong relationships with end users.
- Technical Expertise: Serve as a technical expert and point of escalation for complex issues that require advanced troubleshooting.
- Documentation: Maintain comprehensive and up-to-date documentation of support processes, procedures, and troubleshooting guidelines.
- Collaboration: Work closely with other IT teams, such as network and system administrators, to ensure seamless integration and support of IT services.
Qualifications
Knowledge, Skills, Abilities, and Competencies
- Technical Proficiency: In-depth knowledge of IT systems, software, and hardware, including troubleshooting and maintenance.
- Communication: Strong verbal and written communication skills, with the ability to convey complex technical information clearly.
- Problem-Solving: Advanced problem-solving skills, with a logical approach to diagnosing and resolving issues.
- Leadership: Effective leadership and people management skills, including the ability to motivate and develop team members.
- Customer Service: Excellent customer service skills, ensuring a positive experience for end users and addressing their needs promptly.
- Organizational Skills: Strong organizational and time management skills, with the ability to handle multiple tasks and prioritize effectively.
- Collaboration: Ability to work collaboratively with other departments and IT teams to achieve common goals.
- Continuous Learning: Commitment to continuous learning and professional development to stay updated with the latest industry trends and technologies.
- Analytical Thinking: Analytical thinking and attention to detail to identify patterns, discrepancies, and opportunities for improvement.
- Standard shift will fall within the Monday - Friday, 6:00am to 5:00pm business hours.
- High school diploma or equivalent education, plus 6 years of increasing responsibility on an IT service desk.
- Strong technical experience with Microsoft Windows, Office 365 platform, Teams, audio-visual systems, computers and laptops, and mobile device management.
- Experience with Freshwork's Freshservice IT service management platform a plus.
- Related certifications (A+, HDI Support Center Analyst Certification, etc.) desirable.
Supplemental Information
Working Conditions & Physical Requirements
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms.
- Vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
- The employee may be required to push, pull, lift, and/or carry up to 40 pounds.
- The noise level in the work environment is usually moderately quiet.
Flexible/Hybrid Working:
The City is
implementing a flexible/hybrid work policy that will allow staff to work
remotely. Remote work for this position is subject to department's operational
needs and will be discussed with candidates during the selection process. Once
hired, employees must reside in the State of Washington.
HIRING PROCESS
The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. To evaluate all candidates fairly and equitably, the City will make all applicants anonymous when we are screening the applications. We will redact information from our application such as your name, address, and other demographics. To help us, please complete the online application form as fully as possible.
- Answer the Supplemental Questions when requested which can be found on the Questions tab of the Job posting.
- We do not accept resumes and cover letters during the anonymous application screening stage, unless otherwise stated in the job description.
- Applicants advancing to the next stage may be required to provide a cover letter, resume, writing sample, and references.
CONDITIONS OF EMPLOYMENT
- All candidates will be required to establish employment authorization and identity at the time of hire. The City is not able to sponsor work visas.
- All positions require the completion of references checks, including at least one prior supervisor.
- Some positions may require completion of a criminal background check prior to start employment
- Some positions may require obtaining a commercial driver's license (CDL), licensures, or additional certifications.
At the City of Bellevue, you'll be part of a team committed to providing exceptional customer service, upholding the public interest and advancing the community vision. The six essential and enduring principles that guide our individual actions, our interactions, and our decision making in the City of Bellevue organization is: Exceptional Public Service, Stewardship, Commitment to Employees, Integrity, Innovation, and Diversity, Equity & Inclusion. You'll work in an environment that is innovative, collaborative, future focused, and committed to excellence. Bellevue welcomes the world. Our diversity is our strength. We embrace the future while respecting our past. It's what makes the City of Bellevue an exciting place to work, live, and explore.
Have we piqued your interest yet? Come join our team! The City of Bellevue supports workplace diversity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetic information, disability, age, veteran status, or any other protected status. Persons needing assistance with the application process may call the Human Resources Office, at 425-452-6838 or If you are invited to participate in the selection process and need ADA accommodations, please notify HR before you are scheduled for an interview or testing.
The City of Bellevue participates in the E-Verify program. Learn more about the E-Verify program.
For any technical difficulties with your application, please contact the NEOGOV support line at 855-524-5627.
** Please be sure to check your junk folder for any messages that may be sent to you about this recruitment.**
The City of Bellevue offers employees a comprehensive benefits package providing choice, flexibility, and value!
Please Note: Seasonal, part-time, and variable employees are not eligible for the below benefits except for mandatory participation in the retirement plan assigned to the position, which will be the Municipal Employees Benefit Trust (MEBT 2) retirement plan or the Washington State Public Employees Retirement System (PERS) retirement plan and any other benefits as required by law.
The following summary applies to fully benefited positions:
Medical
Employees are offered a choice of medical coverage through the City's self-insured Preferred Provider Organization (PPO) plan or Kaiser Permanente (HMO).
Dental
Employees are offered a choice of two dental carriers with plans that offer regular checkups, x-rays, fillings, and crowns. Orthodontia is available through one of the carriers.
Vision
Employees are offered a choice of vision coverage through an annual exam-only plan or a buy-up plan which includes an annual eye exam and hardware coverage.
Retirement Plans - Employees are offered three retirement plans:
- Washington State Department of Retirement Systems (DRS): Mandatory participation (PERS, LEOFF or PSERS), depending upon eligibility.
- City of Bellevue Municipal Employee's Benefit Trust (MEBT): Optional participation in this 401(k) retirement savings plan with employer match contributions that vest on a 3-year schedule.
- Deferred Compensation Program (457 DCP): Optional participation in the supplemental Deferred Compensation Program also administered by DRS that allows tax-deferred savings into a variety of investments options.
More detailed information about our employee benefits is available at
- Flexible Spending Accounts (FSAs)
- Life/Accidental Death and Dismemberment (AD&D) Insurance
- Long Term Disability (LTD)
- Survivor Income
- Employee Assistance Program (EAP)
- 11 observed holidays per year plus 2 additional personal holidays, vacation (standard accrual of 12 days a year), and sick leave (accumulated at the rate of one day per month)
- An ORCA Card bus pass
- On-site fitness center, and self service food/coffee options
- Career development and training programs
- Tuition Reimbursement Program
- Employee Resource Groups (ERGs)
Paydays - The City of Bellevue pays employees on the 8th and the 23rd of each month (24 pay periods per year).
Please note that the City does not participate in the Social Security Administration (SSA) program, and employees do not earn social security credits. The mandatory DRS retirement pension plan provides the required social security replacement plan. Any social security benefits earned at other places of employment may be reduced because they are subject to the Windfall Elimination Provision or the Government Pension Offset.
NOTE: This is a brief summary of the benefit programs for the City's non-represented employees. Every effort has been made to ensure its accuracy. Benefits for employees represented by a may have different benefits. If any information on this document conflicts with the provisions of a CBA, the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
01
Do you have 6 or more years of experience increasing responsibility on an IT service desk?
- Yes
- No
02
How many years of experience leading a support team of increasing responsibility on an IT service desk?
03
How many support analysts have you directly supervised in a professional setting?
04
How many years of experience do you have working on a service desk?
05
How many years of experience do you have leading or managing a service desk?
06
Approximately how many end users have you supported in your service desk roles?
07
Briefly describe your IT service desk experience. (200words or less)
Required Question