WaterOne provides competitive benefits and compensation ranges. Selected candidates are placed in the position’s pay range based on their qualifications.

Pay Range: From $69,000

• Manage the performance of Service Desk Technicians to ensure best practice customer service standards are met and that all service levels are achieved.
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Manage department staffing, including recruitment, supervision, scheduling, development, training, evaluation, advancement, and disciplinary actions.
• Lead department’s operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources.
• Plan, define, prioritize, and manage projects in coordination with the PMO Department
• Manage the processing of requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues.
• Assess need for any system reconfigurations based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of usage guides and online FAQs for end users.
• Train, coach and mentor Service Desk Technicians and other junior staff.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Manage process for communicating outages and other activities to the organization.
• Provide KPI’s, status reports, and other relevant trends to Manager, IT Operations as requested.
• Manage financial aspects of the department including purchasing, budgeting, and budget review.
• Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
• Develop requests for quote or proposal utilizing the WaterOne RFI, RFP and bid processes. Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements.
• Maintain asset inventory for all end user software, hardware, and peripherals, including maintaining appropriate stock levels.
• Develop and maintain ongoing asset refresh programs to keep technology current and high quality.
• Maintain end of life asset disposal program per WaterOne asset disposal policies.
• Oversee research, installation, and support of audio video equipment, computers, tablets, cell phones, printers, replacements for infrequently used supplies, and for other contract repair work necessary for WaterOne operations.
• Assist with end user software licensing, including license audits.
• Participates in on-call duties 24/7, and planned or un-planned weekend/evening work.
• Perform other job duties as assigned.

• Bachelor’s degree in the field of computer science; or technical school graduate with course work in information technology, preferably in a PC and Microsoft environment.
• Five years’ experience in an IT Help Desk or IT Service Desk environment with 3 years experience in a leadership role.
• Proven working knowledge in the technical operation and support of end user hardware using the Microsoft Windows operating system, Microsoft Office 365 cloud solutions, mobile iOS and Android hardware and software.

• Demonstrated progressive experience in the management of a Help Desk or Service Desk technical support team and ticketing system.
• Experience with cyber security required with knowledge of end point security solutions and incident response.
• Experience with LAN/WAN network communications.
• Team-oriented with very good customer service skills and demonstrated ability to be an effective leader and collaborator. Management skills in directing, team building, motivating, appraising, and training employees.
• Familiarity with advanced principles of ITIL.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proven analytical and problem-solving abilities.
• Well-organized, detail oriented, patient, and demonstrate initiative and sound judgment.
• Possess exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to maintain confidentiality of all user materials, logons, and passwords.
• Ability to present ideas in business-friendly and user-friendly language
• Possession of valid driver’s license and continuously meet WaterOne driving standards.
• Ability to meet position-related standards in a post offer medical exam, including drug screen and background verification (may not apply to current employees).

• Certification in ITIL and/or HDI.
• Microsoft certification.

• Must be able to move or transport items weighing up to 50 lbs. occasionally.
• Must be able to use a computer for up to several hours a day.
• Must be able to frequently position self to be able to install, maintain, and service computer hardware and software and other related equipment.
• Must be able to use office productivity equipment such as a calculator, printer, and copy machine.
• Must be able to remain in a stationary position for up to several hours a day and move from one location to another frequently.

Complete job description is available upon request and will be provided during the selection process.

WaterOne is an independent public water utility. We’ve been proudly serving the Johnson County, Kansas area since 1957. Every day, nearly 455,000 customers rely on WaterOne to provide fresh, clean water on demand. It’s a responsibility we deliver on. Our passion is water, because water touches everything we care about: family, health, safety, and community. We serve our community by bringing award-winning water to their homes, businesses, and public places.