Director of Technology Support (Executive 2)

City of Seattle, WA•Seattle, WA

54d•Hybrid

About The Position

The City of Seattle seeks an outstanding Director of Technology Support to lead the City's technology utilization and services to best-in-class excellence for the teams and employees of the City. This leadership role requires a dynamic professional who works across the strategic, tactical, and operational domains to include support of life/safety and business-critical operations. They must combine technical expertise with exceptional management capabilities to maximize the benefits and minimize the barriers to technology use, including overseeing technology support coverage and capabilities; staff skills and development; asset optimization; contact and case management; and delivering exceptional service value. Shape how we support 14,000 employees in delivering exceptional municipal services every day... About our City and Team The City of Seattle is creating the civic technology foundations that help our community thrive through our One Seattle vision and initiatives. As the largest city in the Pacific Northwest and the 17th largest in the nation, the City manages an extensive array of services and infrastructure. With a budget of over $8 billion and 14,000 employees, we serve 816,000 residents and over 50,000 businesses across 83 square miles. That is 860,000+ thousand reasons to excel every day. We are proud that Seattle is a hub of innovation and culture. The City aspires to reflect that spirit in our municipal services. For our Seattle Information Technology team, we play a role in enabling smart, equitable, and responsive services for City employees, Seattle residents, and local businesses. We work to unleash our community through technology solutions, infrastructure, and well-executed projects that are secure and resilient. We invest in open access to City information, privacy and responsible technology use, digital access, collaboration, customer service, and strategic planning, and we are a leader in local government progress toward responsible AI adoption. These are Seattle's values in action. Our work is powered by people who share a mission of public good and care about being great in their professional fields together. We foster a culture of collaboration, continuous growth, shared high standards, and a flexible and empowering workplace for all team members. We are looking for a leader who adds to our values of Mission, Growth, and Partnership to advance how we are using AI responsibly in Seattle's services, helping our employees in their work, and growing opportunities across the City's people and partners. Join us in making Seattle as connected and innovative as the community we serve! The Director of Technology Support reports directly to the Chief Technology Officer and leads the City's technology utilization and services to excellence for the teams and employees of the City of Seattle. They lead a team of about 70 staff, and manage a budget of $22.0M, all to assigned outcomes. This division typically serves as the "front door" to technology help for employees to call in conducting business, such as with conference rooms, laptops, devices, and software help. This requires a dynamic professional who works across strategic, tactical, and operational domains, combining technical expertise with exceptional management capabilities that maximizes the benefits and minimizes the barriers to technology use across ~40 City departments and offices-a demanding and fun challenge. The Director oversees technology support coverage and capabilities, defining the City's tiered support structure to ensure every employee gets the help they need, when they need it. They lead staff skills development through training programs that build technical expertise and service excellence. The Director ensures asset optimization across the City's technology inventory, including hardware, software, printer fleets, cellular devices, and specialized equipment, to maximize value from City investments. They manage sophisticated contact and case management systems that track, prioritize, and resolve support requests efficiently, while maintaining responsibility for policies, audits, compliance, and fiscal resources that keep operations secure and accountable. Working collaboratively across IT divisions-Business Solutions, Infrastructure and Security, Public Safety Technologies, Data Enablement, Portfolio-Products-Projects Management, Strategic Support, Privacy and Engagement, and Finance-the Director ensures responsive, expert technical assistance reaches every corner of City operations. As a co-owner of the Change Control process, they advocate for rigorous testing, exceptional end-user experience, and prevention of service disruptions that could impact City services. The Director also leads related policies and practices from initial development through stakeholder approval, clear communication, and effective implementation into systems and operations. This requires someone who can translate policy into practice, ensuring standards are not just written but practiced well in how the City supports teams. The Director plays an essential role in maximizing the value of the City's technology investments through comprehensive asset lifecycle management. This necessitates leading procurements with stakeholders, maintaining accurate inventory systems, fulfilling audits, negotiating vendor contracts and managing adherence, and demonstrating cost controls at industry-leading levels while maintaining security, compliance, and operational readiness. The ideal candidate will bring a history of results-driven leadership, achievement of outstanding client satisfaction ratings, proven ability to maximize operational efficiencies and control costs, all while achieving high employee and client engagement. This includes deploying sophisticated service management tools and practices, performance metrics that drive accountability, and a record of continuous improvement. Pragmatic application of ITIL and ITSM frameworks that balance service quality with operational agility, is important. Also key: building high-performing teams, mentoring, and a record of employee development.NOTE: Equivalent combinations of education and experience will be considered for the required qualifications.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent experience.
Minimum eight (8) years of progressive experience in highly responsible/leadership IT operations and support roles.
Minimum five (5) years full-time leadership experience managing IT support teams, including life/safety and business-critical operations in multi-tier help operations.
Minimum five (5) years experience and demonstrated ability to successfully lead a combination of major projects, procurements, budgets, fiscal resources, and policy/practice development through to implementation.
Minimum three (3) years experience and demonstrated ability successfully managing distributed teams and multi-location support operations for large and complex organizations at least similar in scale to the City of Seattle.
Minimum three (3) years experience and proven track record of leading initiatives for a combination of improving service quality, implementing meaningful service metrics, reducing costs, and/or driving operational excellence.
Minimum three (3) years experience managing large device fleets for distributed, hybrid workforces, including image management, computers and tablets, fleets, multifunction print devices, smartphones with cellular plans and mobile device management, and similar.

Nice To Haves

Graduate Degree in Business Administration, Technology Management, or a related discipline.
Certifications: ITIL Foundation v4/Practitioner/Expert; CompTIA A+, Network+, or Security+; Microsoft Certified: Modern Desktop Administrator Associate; PMI Project Management Professional (PMP); HDI Support Center Manager.
Public Sector Experience: Experience in local government, civic technology, or mission-driven organizations delivering complex services at scale.
Service Demand and Scheduling: Expertise in advanced scheduling to meet the demands of large and complex operations, showing maximum coverage to service demand, cost optimization, and iteration structure.
Operating Environment: Managing a Microsoft-centric environment to high ratings and service outcomes.
Organized Approaches: Managing effectively with IT Service Management tools and frameworks.

Responsibilities

Overseeing technology support coverage and capabilities
Defining the City's tiered support structure
Leading staff skills development through training programs
Ensuring asset optimization across the City's technology inventory
Managing contact and case management systems
Maintaining responsibility for policies, audits, compliance, and fiscal resources
Ensuring responsive, expert technical assistance reaches every corner of City operations
Advocating for rigorous testing, exceptional end-user experience, and prevention of service disruptions
Leading related policies and practices from initial development through stakeholder approval, clear communication, and effective implementation into systems and operations
Maximizing the value of the City's technology investments through comprehensive asset lifecycle management
Leading procurements with stakeholders
Maintaining accurate inventory systems
Fulfilling audits
Negotiating vendor contracts and managing adherence
Demonstrating cost controls at industry-leading levels while maintaining security, compliance, and operational readiness

Benefits

We offer a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.
More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

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