IS Support Services Manager
US-WA-Seattle
YMCA of Greater Seattle
Req #: 17557
Type: Regular Full-Time
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Overview: \ Our Commitment to Equity The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner. Job Summary The Support Services Manager will lead the internal end-user technology support function within the Information Services Department. This role oversees the unified Support Services team, which includes Helpdesk Support, Enterprise Application Support, and Operations Systems Support. The manager ensures responsive, effective, and professional technical support to YGS staff across various channels including phone, email, and service bot. This position plays a critical role in advancing user satisfaction, service quality, and operational efficiency. Position Type/Expected Hours of Work: This is a full-time, Monday through Friday position with regular hours from 8:00 AM to 5:00 PM with availability needed during on-call hours for any escalation. Evening and weekend work may be required as job duties demand. This position will spend 80% of the time in an indoor office environment, but may work in outdoor weather conditions on occasion. May require driving an other travel. What You Will Get From Working at The Y * Membership to the YMCA of Greater Seattle for you and your household * Medical, Dental, Vision, and Life insurance * Retirement with generous employer contributions * Free access to mental health resources * Rapidly accruing paid time off (PTO) * Full-time employees qualify for a 50% discount, and part-time employees qualify for a 25% discount, on eligible Childcare Services. * Some benefits only available to full-time staff Hiring Range: $84,000-$94,000 annually Responsibilities: * Provide strategic leadership and day-to-day oversight of the Support Services team, including Support Specialists, Application Support Analysts, and Operations Systems Support staff. * Set clear team goals, deliver coaching and mentoring, and conduct performance evaluations to support staff development. * Foster a culture of customer service, accountability, and continuous improvement. * Plan, coordinate, and oversee daily operations, project execution, and workloads for help desk staff, ensuring alignment with departmental policies and procedures. * Develop and maintain technical procedures to enhance operational efficiency and ensure alignment with organizational objectives. * Oversee the management of hardware and software assets, including deployment, collection, retirement, and processing of leased equipment. * Coordinate support for user access and permissions, light configuration updates, mass data entry, and development of user training materials. * Monitor service metrics, including response times, communication quality, resolution accuracy, and escalation processes. * Partner with branch operations to ensure OSS team schedules and publishes program builds on time; proactively communicate delays to minimize disruptions to registration and scheduling. * Collaborate with Infrastructure, Business Analysts, and COEs to streamline support operations and address recurring issues. * Maintain accurate documentation and knowledge bases to support user self-service and internal training. * Serve as the primary Information Security representative for the Helpdesk; ensure adherence to security best practices and collaborate with the Network Engineer and other staff to implement continuous improvements. * Participate in a variety of internal meetings to maintain knowledge of industry requirements, support optimal customer care, and maintain team collaboration. * Perform any tasks to assist in keeping a clean, safe, and efficient working environment. * Integrate all safety policies and procedures into daily practice. * Adhere to all company policies, procedures, and state and federal regulations. * Other duties as assigned. The position may also be modified to accommodate the specific needs of the business. Physical Requirements * Role may require standing, walking, squatting, sitting, typing, bending, reaching, twisting, repetitive hand movements, and driving. * Hearing must be adequate to perform job duties in person, over the telephone, and in virtual meetings. * Must be able to speak, read, write, and understand English fluently in person, over the telephone, and in virtual meetings. * Visual acuity must be adequate to perform job duties, including visual examination of information from printed sources and computer screens. * Must be able to remain stationary in a sitting or standing position up to 80% of the time. * Must be able to lift, carry, push, pull, or otherwise move anywhere from 5 lbs. - 50 lbs. * Requires lifting above the shoulders occasionally. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Code of Conduct for Applicants Qualifications: * ITIL Service Desk Certified * BS or equivalent experience * 5+ years of IT support experience, with 2+ years in a supervisory or management role. * Over 3 years' experience with the ITIL framework and more than 5 years troubleshooting, installing, upgrading, and maintaining PCs, laptops, printers, and peripherals in Microsoft Windows environments using products like Outlook, Exchange, and antivirus software. * Excellent problem-solving, communication, and interpersonal skills. * Ability to pass a criminal background and reference check per company policy. Preferred Qualifications * Customer Relationship Management Tools * Cloud base voice solutions You'll be a great fit for the Seattle Y if you: * Thrive on working in a collaborative environment. * Are very adaptable. * Have high ownership and strong work ethic. * Are a great problem solver who can think on your feet. * Truly enjoy being of service to people. * Like being part of a team that cares about one another as people and enjoy working together. * Want to know that the work you do contributes to building a better, stronger community for all. OUR MISSION Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body. OUR VALUES * Respect * Responsibility * Honesty * Caring * Passion for Excellence YGS is an equal opportunity employer and is committed to creating a diverse and equitable work environment. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by local, state, or federal law. We are a drug & alcohol-free workplace. We participate in the Federal E-Verify system. If you need assistance of any kind with the application process, reach out to recruiting@seattleymca.org.
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