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The City of San José is a place where we use civic technology to help our community thrive.

As one of the largest cities in the nation, the City manages a large set of services and assets. The City operates on a budget of $6.1 billion, with 7,000+ employees serving 1+ million residents and 80,000 businesses in the heart of Silicon Valley.

Information Technology's (IT) mission: Put powerful tools and information in the hands of people to unleash their brilliance in service to our community. IT enables that mission through business and infrastructure systems, cybersecurity, data management, analysis, productivity, collaboration tools, the San Jose 311 resident experience platform, data equity and privacy programs, and strategic planning. San Jose is powered by truly great people, a robust technology environment, and a strong sense of purpose.

We promote work-life integration and a focus on growth to bring out the best in our people. Come join us in making San Jose the most vibrant, equitable, sustainable, and innovative city in America!

You can visit the Information Technology Department website to learn more about us.
NOTE - The first review of applications will be on Tuesday, May 7, 2024. Please submit your application by 11:59 p.m. (PST) on Monday, May 6, 2024, if you would like your application to be included in the first review. Candidates who pass the first application review round will be invited to interviews on the week of May 13, 2024.

The City of San José is recruiting for a Finance Applications Associate IT Manager (Enterprise Principal Technology Analyst) in the Information Technology Department. This position is responsible for the management and support of the City's enterprise Finance Management System, Revenue Management/Collection System, and Finance Reporting System. This position combines managerial and leadership responsibilities along with hands-on technical expertise to deliver day-to-day system operations. Key job duties are service level management, including service level agreements (SLAs) and Incident Management, as well as delivery of smaller projects and system enhancements. The Finance Applications Associate IT Manager is also responsible for resource and performance management of the Finance Applications IT Team.

This position requires leadership skills and the ability to take the initiative and lead others. We are seeking an individual who is willing to adapt to an ever-changing environment.

The ideal candidate should have experience supporting an enterprise-level Finance Enterprise Resource Planning (ERP) system with solid business process knowledge and technical support experience for the General Ledger, Accounts Payable, Account Receivable, Purchasing, Asset Management, Revenue Management, and Revenue Collection modules.

Duties may include but are not limited to:

• Providing technical leadership for the City's enterprise Finance Management System, Revenue Collection System and Reporting System.
• Partnering with business owners and stakeholders to identify high level business and information system requirements and recommending business process/workflow redesign where applicable.
• Leading and coordinating upgrade and enhancement projects for Finance's enterprise applications.
• Prioritizing and managing application development projects to ensure they are delivered on time, within budget, and meet customer expectations.
• Developing technical guidelines and governance framework to ensure best practices are followed.
• Assessing user needs to provide support and proactive service, including analyzing opportunities to use existing tools and workflows.
• Leading the day-to-day activities of advisory engagements for various projects, including process design, package implementation lifecycle support, and project reviews.
• Managing delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets escalated by the end users for the portfolio of applications.
• Developing relevant metrics, measuring and publishing the performance of the services provided for continuous improvement activities.
• Ensuring a high level of customer satisfaction for services and products provided.
• Working closely with all other IT management personnel in identifying, evaluating, selecting, and implementing specific information technology to support the business plans and IT strategies.
• Coaching, mentoring, and managing staff to implement, maintain, and support all related software, configurations, and workflows.
• Hands on experience with structured query language, Windows scripting, designing and developing reports using a variety of end user reporting tools, managing applications on Windows environments.

Please note that the Finance Applications Associate IT Manager (Enterprise Principal Technology Analyst) position is currently on a hybrid telework schedule - working remotely and onsite is subject to change.

Salary Information: The final candidate's qualifications and experience shall determine the actual salary. In addition to the starting salary, employees in the Enterprise Principal Technology Analyst (EPTA) classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.

• Salary Range (including the 5% NPWI): $149,975.28 - $182,626.08

The EPTA classification is represented by the City Association of Management Personnel (CAMP) bargaining unit.

The Superior Court of California, County of San Mateo is currently seeking an exceptional leader to join their team as Court Commissioner.

Please view the online brochure for a detailed description of this position and instructions on how to apply: https://www.canva.com/design/DAFsRue2B9A/gkW8B7VpWsbhatJ_UfGToQ/view?utm_content=DAFsRue2B9A&utm_campaign=designshare&utm_medium=link&utm_source=viewer

The Position

Superior Court of California, San Mateo County is seeking highly qualified individuals to fill one vacancy for a Court Commissioner. The appointment to this position shall be by the judges of the superior court and shall be under the general direction of the presiding judge.

Pursuant to California Rules of Court, candidates must have been admitted to practice law in California for at least 10 years or, on a finding of good cause by the presiding judge, for at least 5 years.

The commissioner’s duties include the subordinate judicial duties set forth in Code of Civil Procedure Section 259 which include but are not limited to conducting judicial hearings in a broad range of civil proceedings which may include family law, making findings of fact in traffic, small claims, and criminal proceedings and performing other subordinate judicial activities as may be conferred by law or by order of the court. The commissioner will be expected to perform duties in all of the following areas: criminal law, family law, traffic, small claims, and a broad range of civil proceedings.

The Ideal Candidate will have:

• Experience as a hearing officer, judge pro-tem, or mediator.
• Experience with trial and hearing procedures and with the rules of evidence.
• Knowledge of court calendars.
• Demonstrated ability to present statements of law, fact and argument clearly and logically in written and oral form.
• Ability to manage a courtroom in a fair, courteous and efficient manner so as to promote respect for the judicial process.
• Ability to establish and maintain effective relationships with judicial officers, attorneys, court staff and various governmental agencies.
• Experience working effectively with the public, especially in stressful situations.
• Ability to work efficiently and with flexibility.
• Experience working in and with the citizenry of San Mateo County.
• Experience with the following court calendars: criminal (including arraignments and pretrial calendars), family (including child support and domestic violence restraining orders), traffic, small claims, and civil (including unlawful detainers).

Application/Examination

This is a limited term recruitment. Anyone may apply.Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.

To apply for this exciting career opportunity, the following materials must be electronically submitted online at https://jobs.smcgov.org.

Resume

A cover letter that includes:

• Your name
• California State Bar Number
• Date of Admission to the State Bar
• Law School, Degree Awarded, Date
• Responses to Supplemental Questions

Tentative Recruitment Timeline

Close Recruitment: Thursday, April 25, 2024, 11:59 PM PST

Application Screening: Week of April 29 - May 2, 2024

Panel Interviews: Week of May 13, 2024

The City of San José's Department of Parks, Recreation and Neighborhood Services is proud to be "Building Community Through Fun" through innovative, creative, and excellent programs and services. Our mission is to build healthy communities through people, parks, and programs.

The Department is a steady force in our community, advancing education, health, and social connections. We meet the diverse needs of our community across the lifespan by connecting people to places and people to people. The principles of equity, access, diversity, inclusion, sustainability, and flexibility guide us. The Department creates and activates thriving places where people live, work, play, and learn, which include 48 community centers, 210 parks, Happy Hollow Park & Zoo, nearly 61 miles of trails, and programs and services that touch the lives of individuals and families in our community. We take a fun approach to public service, and value the public's trust.

The BeautifySJ Program is a blight reduction, community and neighborhood beautification, and encampment management program within the Community Services Division of the Parks, Recreation, and Neighborhood Services Department. BeautifySJ Programs include, the Graffiti Removal Program, Illegal Dumping Program, Neighborhood Dumpster Day Program, Neighborhood Litter Program, Recreational Vehicle Pollution Prevention Program, Encampment Trash removal Program, Clean Gateways and Cash for Trash Program.

The Parks, Recreation and Neighborhood Services Department is currently seeking to fill two temporary (Overstrength) full-time Community Activity Specialist vacancy in the BeautifySJ Prorgram. The position is currently funded through June 30, 2026. These two (2) Community Activity Specialist who will support the Encampment Management Team with the implementation of the no return/no encampment zone for encampments. In addition to this assignment, these two positions will assist the encampment abatement teams with weekly abatement activities including noticing encampments, referrals to partner departments for outreach, providing education on encampment setback areas. The position daily engagement with those residing in homeless encampments. Those selected for the positions can expect to work in-person, 40 hours per week with a typical in-person schedule of Monday-Friday.

Applicants can also expect at times to work on activities and events and may include evening and weekend work.

The duties of this position will consist of:
 

• Posting encampment abatement notices at encampments
• Engaging with those who reside in homeless encampments to educate them on the "no return zone" and other encampment setbacks
• Working in and near homeless encampment locations
• Pilot and document best practices for a no-encampment zones
• Coordinate with city officials, other City Departments, law enforcement, and service providers to ensure a unified approach to clearing and managing encampments
• Coordinating resources and scheduling workload for efforts including but not limited to Secondary Employment Unit (SEU) requests and scheduling through SJPD outreach service requests to the Housing Department, etc.
• Process reports and data tracking through the Survey123 system

This posting will be used to fill future Community Activity Specialist positions that support neighborhood beautification and encampment management.

The City of San Jose is seeking a senior level manager to direct administrative services for the Office of the City Attorney. This position works with the City Attorney and the senior management team to manage the Office and to develop and implement Office policies and procedures.

Description

The Bay Area Air Quality Management District is recruiting for the position of Assistant Counsel I/II in the Office of General Counsel. This position will focus primarily on civil prosecution of air quality violations, including cases seeking civil penalties and/or injunctive relief before the Air District’s administrative Hearing Board and in Superior Court. Experience prosecuting or defending such cases under air quality or other environmental laws, or in other similar enforcement contexts, is highly desirable. The position will also provide legal advice, counseling and representation on related legal issues arising under local, state and federal air pollution laws and regulations, including air quality permitting, development of new regulations, California Environmental Quality Act issues, contract drafting, administrative law issues, and civil rights compliance, among others. Many of the most pressing air quality issues the Bay Area faces relate to disproportionate air pollution burdens in historically disadvantaged communities, so experience and familiarity with environmental justice issues is desirable. This is a full-time, exempt, management position. There is currently one (1) vacancy.
 
About the Bay Area Air Quality Management District:

The Bay Area Air Quality Management District is the government agency responsible for protecting air quality in the San Francisco Bay Area. The Air District is tasked with regulating stationary sources of air pollution in the nine counties that surround San Francisco Bay: Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, southwestern Solano, and southern Sonoma counties. It is governed by a 24-member Board of Directors composed of locally elected officials from each of the nine counties. The Air District’s mission is to create a healthy breathing environment for every Bay Area resident, while protecting and improving public health, air quality and the global climate.
 
The Air District aims to achieve its mission through many strategic goals, including: reducing and eliminating health problems caused by air pollution, achieving and maintaining air quality standards, leading the Bay Area’s efforts to fight global climate change, creating high-quality regulatory programs, and applying environmental best practices in all operations. To do so, the Air District regulates air pollution emissions from stationary emission sources such as factories, refineries, and power plants, and from smaller facilities like gas stations and dry cleaners. The Air District ensures that such facilities comply with air pollution laws and regulations, provides incentives to replace older, higher-emitting vehicles and equipment with cleaner alternatives, and gives grants and provides outreach to encourage healthy clean air choices by businesses and consumers. The Air District implements these efforts with an equity focus, aiming to reduce air quality disparities and promote environmental justice by targeting local air pollution in overburdened communities.  
The Air District recognizes and values the contributions of every employee and works to sustain an environment where everyone is respected. We incorporate the principles of diversity, equity and inclusion within our decision-making strategies, policies, procedures, regulations, funding initiatives, public outreach, planning, and hiring.
 
About the Position:
 
Under direction, the position performs legal work of a routine to complex nature representing the Air District, provides advice and counsel to Air District management and staff, represents the Air District in court and administrative proceedings, and performs related work as assigned.
 
Distinguishing Characteristics:
 
Assistant Counsel I is the entry level in this specialized attorney series. It is designed to allow an experienced civil attorney to gain specific environmental law experience. This class is alternately staffed with Assistant Counsel II, and incumbents may advance to the higher level after gaining experience and demonstrating proficiency that meet the qualifications of the higher level class.
 
Assistant Counsel II is the journey level class of this specialized series, fully competent to perform a wide range of environmental law work. This class is responsible for providing effective legal counsel in complex and controversial environmental law matters. This class is distinguished from Senior Assistant Counsel in that the latter assists in administering and coordinating all phases of legal work for the Legal Division.

Examples of Duties for this Position

Prepares and tries routine to difficult cases, often involving a specialized body of law.

Represents the Air District in court and in administrative hearings before boards and commissions and state and federal agencies.

Investigates and prepares reports regarding claims by and against the Air District and recommends actions to be taken.

Advises Air District departmental management regarding Air District authority, jurisdiction, functions and operational procedures.

Researches legal problems and prepares opinions, briefs, ordinances, resolutions, and other legal documents.

Attends Air District departmental, board and commission meetings to provide legal advice on a variety of matters.

Reviews ordinances, resolutions, contracts and other documents for legal sufficiency; recommends modifications as required.

Maintains accurate records and files and compiles reports of work performed.

Monitors legal developments, including proposed legislation and court decisions; evaluates their impact on Air District operations and recommends appropriate action.

Minimum Qualifications

Education and Experience:
 
Assistant Counsel I: Equivalent to graduation from a college or university plus an appropriate law degree and two years of experience as an attorney engaged in the practice of law, preferably with a public agency and preferably involving environmental law and/or enforcement cases, although other relevant experience will be considered.
 
Assistant Counsel II: In addition to the above, two additional years of experience as an attorney engaged in the practice of law, preferably practicing civil environmental enforcement with a public agency in the State of California, although other relevant experience will be considered.
 
 Other Requirements:
 
 Must be a member in good standing of the State Bar of California at the time of hire.

How to Apply & Selection Criteria

HOW TO APPLY: 
Interested individuals must submit a completed application and the responses to the supplemental questions (including a writing sample) no later than 5:00 p.m. on Monday, May 20, 2024. Applications are also accepted online. Please visit our website at www.baaqmd.gov/jobs to apply or to download an application. Resumes are encouraged, but not mandatory, and may not be submitted in lieu of the required application materials. Postmarks, faxes, and E-mailed applications will not be accepted.
 
Except as requested in this announcement, do not include any additional documents, such as letters of recommendation, performance evaluations, etc. They will not be considered or returned.
 
SUPPLEMENTAL QUESTIONNAIRE INSTRUCTIONS: 
Individuals who apply for this position must respond to each of the supplemental questions. Both paper and online applications must be received by the Human Resources Office no later than the time and date specified in the vacancy announcement. The responses to the supplemental questions will be used in accordance with the procedures indicated under the Selection Criteria in the vacancy announcement.
 
Instructions: Please limit your responses to one page per question. Do not combine your responses, or reference your application, resume, or any other requested documentation that you have included with your application packet to answer a question. Please be advised that the information you provide will be evaluated “as is” and incomplete or illegible applications will likely receive lower ratings. Therefore, it is very important to provide a concise, organized, and easy to follow response to each question.
 
You must provide the following for each question regarding experience: The name of the employer where you gained your experience, your job title, length of time in years/months performing the specific function, and detailed examples that illustrate your duties and responsibilities.
 
SELECTION CRITERIA: 
Selection may be based upon a competitive examination consisting of a written exercise, interview, or combination of the two. Depending on the number of qualified applicants, an application screening and/or panel interview may be used to determine the most qualified applicants.
 
The Air District may hire from this recruitment process to fill future vacancies occurring within the next 18 months.
 
Updates regarding your status in the recruitment will be sent via email, unless you indicate a different preference on your application.
 
Persons with disabilities who may require reasonable accommodations during the application and/or selection process should notify the Human Resources Office at (415) 749-4980.
 
 The Air District is an Equal Opportunity Employer.

Position:    Management Analyst Intern – Community Development Department Housing & Admin 

Salary:     $25.08 to $30.02 per hour (Dependent on Qualifications)

Job Type:     Internship

Location:     City Hall- Community Development Department 
    330 W 20th Ave., San Mateo, CA  94403

Hours:     25-30 hours per week/Flexible schedule

Application:     An official City of San Mateo employment application and supplemental questionnaire is required.

Closing Date:    May 5, 2024 or upon receipt of the first 100 applications and supplemental questionnaires

THE POSITION:  The City of San Mateo’s Community Development Department has an opportunity for an intern to work on a number of projects. The Department, which has about 55 full time employees, includes the Building, Housing, Planning, Code Enforcement, & Business/Admin Divisions. The Management Analyst Intern will primarily support the Housing and Business/Admin Divisions and receive primary supervision from the Department’s Business Manager and Housing Manager, and project specific direction from the supervisor/manager primarily responsible for each specific project. The duration and start date of the internship are flexible, though summer interns typically start between mid-May and Mid-June. 

MINIMUM QUALIFICATIONS:  
•    BA/BS or Masters Candidate 
•    Strong analytical, writing and verbal skills; effective written and oral communication
•    Experience conducting research and data analyses
•    Able to work independently with direction from supervisor
•    Interest in learning more about a career in local government

DUTIES: The primary projects will most likely include the following: 
•    Market Research / Data Analysis. Support the research and help prepare findings report on fee schedules across multiple jurisdictions to help the Business Manager prepare for the 2025 comprehensive fee study. 
•    Contracts / Grant Administration. Support the Housing Division Community Development Block Grant (CDBG) and Permanent Local Housing Allocation (PLHA) administration of contracts and grant funds for nonprofit recipients.
•    Housing Element Compliance / Certification. Support the Housing Division with implementation of Housing Element policies and programs.
•    Community Relations Commission Support. Support the Community Relations Commission, under the direction of the commission liaison, in coordinating commission meeting, preparing documents for commission review, and preparing commission documents for approval and filing with the City Clerk.

In addition, the intern may work on a variety of other projects to support Community Development Department special projects and operations, depending upon need, availability and interest. 

HOW TO APPLY: Interested candidates should submit an official City of San Mateo employment application and supplemental questionnaire by May 5, 2024 on-line on CalOpps.org.
or
Submit an official City of San Mateo application and supplemental questionnaire by May 5, 2024 to the City of San Mateo Human Resources Department, 330 W. 20th Avenue, San Mateo, CA 94403

SUPPLEMENTAL QUESTIONNAIRE:   Please submit a cover letter discussing your interest and experience as they relate to this position.
 

DESCRIPTION/RESPONSIBILITIES:

 The City of San Jose

The City of San Jose is a full-service Charter City and currently operates under a hybrid Council/Manager form of government. The City Council consists of ten Council Members elected by district and a Mayor elected at-large. The City Manager, who reports to the Council, and the executive team provide strategic leadership that supports the policy-making role of the Mayor and the City Council and ensures the organization delivers high quality services that meet the community's needs. The City actively engages with the community through Council-appointed boards, commissions, and project specific engagement opportunities. Operations are supported by 6,885 full time equivalent positions and a total Fiscal year 2022-2023 budget of approximately $5.3 billion. San Jose is dedicated to maintaining the highest fiscal integrity and earning high credit ratings to ensure the consistent delivery of quality services to the community. Extensive information regarding San Jose can be found on the City's website at www.sanjoseca.gov .

The Housing Department

The City of San Jose's Housing Department's mission is to strengthen and to revitalize the community through housing and neighborhood investments. The Housing Department has funded over 20,000 affordable apartments, oversees the Rent Stabilization Program that provides protection to both renters and mobile homeowners, and is implementing innovative programs to preserve restricted affordable apartments. The Housing Department also strives to make homelessness in San Jose rare, brief, and one-time, through the implementation of the Community Plan to End Homelessness. The Plan is a collaborative public-private partnership with the County of Santa Clara's Office of Supportive Housing, the Santa Clara Housing Authority, and Destination: Home, a nonprofit. The Housing Department manages four U.S. Department of Housing and Urban Development Programs entitlement grants in addition to numerous state and local grant programs. Over the past three years, the Housing Department has played a major role in protecting the City's most vulnerable residents by investing over $150 million in funding to respond to the COVID-19 pandemic. The Housing Department has a capital budget of approximately $333.5 million, an operating budget of $19 million and 109 full-time employees. The Housing Department is committed to creating a welcoming, equitable, and supportive workplace for all employees.

The Housing Department is looking for a Senior Public Information Representative on the Communications Team.

Annual Salary range(s) for this classification is:

     * Senior Public Information Representative: $120,010.80 - $146,196.96

The Housing Department is looking for a Senior Public Information Representative. The Housing Department addresses complex societal issues, including homelessness, affordable housing, and fair housing. Our audiences range from ordinary citizens to elected officials, and from nonprofits to advocacy groups. If you want to do meaningful and fulfilling work, utilizing every bit of creativity you possess, then this is the job for you.

This position will give you the opportunity to make a difference in the lives of real people while you learn new skills, have fun and collaborate with many internal and external stakeholders. Our team needs an individual who is excited to help educate the public about programs, projects and initiatives the City undertakes to make housing more accessible to everyone.

Please note, This position requires fluency in English and at least one of the following languages: Chinese, Spanish, Vietnamese

Within our Communications Team, you will:

     * Play an important role in helping the Housing Department communicate critical information to the public, City Council and a wide range of stakeholders;

     * Provide graphic design services for the entire Department, including signage, brochures, mailers, flyers, and presentations;

     * Develop content for our Department's social media channels, website, and SharePoint site;

     * Support the Communications Team's public outreach via email and social media;

     * Manage the Department's photo library;

     * Manage the Department style guide and ensure all visuals produced by the Department comply with the City's brand guidelines;

     * Translate data and statistics about homelessness and affordable housing into relatable content via infographics and images;

     * Support multidisciplinary project teams that include policy experts and project managers from within and outside the Housing Department;

     * Produce the Department's annual report as well as reports for teams within the Department (e.g., Rent Stabilization Program, Homelessness Response Team); and

     * Support the Department's language access program and work with the City Manager's Office to ensure compliance with citywide language access policies.

Your Mindset and Duties

     * You are open-minded, curious and optimistic.

     * You are agile and can be both scrappy (to move fast) and detail-oriented (to go deep).

     * You have a contagious and positive work ethic.

     * You take on tasks and challenges with high energy and you can be counted on to complete projects on time.

     * You have a passion for storytelling and making a difference.

     * You have a proven history of working well in team situations and collaborating productively.

     * You are knowledgeable about affordable housing and homelessness issues.

(These qualifications are typically required. An equivalent combination of education, experience, knowledge, skills and abilities sufficient to satisfactorily perform the duties of the job may be substituted.)

The City of San José, Office of the City Attorney is seeking an entry-level attorney in the Transactional division. Under the direction and supervision of senior management in the Office of the City Attorney, the Associate Deputy City Attorney position will perform basic attorney work benefiting a variety of City Departments while receiving valuable training and experience for a career in public service. This position will be assigned increasingly complex legal work under supervision in support of various City Departments in areas including public works, procurements, employment, land use planning, environmental services, public safety, utilities and housing. Responsibilities also include preparing opinions, ordinances, resolutions, contracts, and other legal documents.

TITLE: IT Operations Supervisor
EMPLOYMENT TYPE: Exempt (Full-Time)
DIVISION: Division of Innovation and Technology
APPLICATION DEADLINE: Sunday, May 5, 2024 (1st cutoff April 21, 2024)
PAY RANGE: $1,913.67 - $2,870.51 weekly ($99,511 - $149,267 estimated annual)
WORK LOCATION: San Carlos, CA

JOB SUMMARY: The San Mateo County Transit District is seeking a highly technical IT Operations Supervisor to join our team. Under the supervision of the IT Operations Manager, the Supervisor will coordinate the efficient and effective operations of the Help Desk team for the District, including work direction and supervision of Help Desk staff and coordination with other District information technology staff. This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all help desk support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management. The IT Operations Supervisor develops regular reports on help desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements, and provides budgetary recommendations to management for service growth and/or improvement.

IT Operations Supervisor will work closely with various users in San Mateo County Transit District (SamTrans), the Peninsula Corridor Joint Powers Board (Caltrain), and the San Mateo County Transportation Authority (TA) and other departments and is responsible for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The role will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

EXAMPLES OF ESSENTIAL FUNCTIONS:
• Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on computers, core software products, and related hardware peripherals.
• Plan, organize, and direct the work of help desk support staff, including Help Desk Specialists; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties.
• Act as the subject matter expert and point of contact in problem and major incident resolution.
• Document, track, and report on software and hardware malfunctions; ensure that detailed descriptions of user’s problems are documented in the ITSM; prioritize requests and label according to established procedures.
• Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.
• Proactively identify process improvement opportunities, including end-user training tools, onboarding, and documentation.
• Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
• Develop queries to track and follow-up on reported problems; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained.
San Mateo County Transit District, 1250 San Carlos Ave., San Carlos, CA 94070-1306
• Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements.
• Manage the inventory of IT assets and coordinate purchase of equipment.
• Supervise staff. Hire, mentor and take appropriate corrective action and/ or disciplinary action. Ensure EEO policies and procedures are followed. Participate in selection of staff. Coordinate staff training and professional development. Establish performance objectives. Monitor and evaluate employee performance.

EXAMPLES OF DUTIES:
• Manage escalations of user issues and assist in resolving complex technical issues.
• Provide on call support as required. Some weekend or after-hours work may be required.
• Develop reports and extract data from Help Desk Service Management system.
• Establish and maintain cooperative and effective working relationships with others.
• Maintain current knowledge of various systems applications and operations.
• Operate a variety of office machines and equipment, including computer hardware and software.
• Troubleshoot, diagnose, and repair basic network, systems, and applications malfunctions.
• Perform all job duties and responsibilities in a safe manner to protect one’s self, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures in an effort to reduce or eliminate accidents.
• Perform other duties as assigned.

SUPERVISION: Works under the general supervision of the IT Operations Manager who establishes goals and objectives and evaluates performance.