Director of Technology Support (Executive 2)

This posting will be open until filled. Candidates are encouraged to submit their application by November 11, 2025, to be considered in the first review.

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. 

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.

NOTE: Equivalent combinations of education and experience will be considered for the required qualifications.

Minimum Qualifications:

• 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.

• 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.

Salary: The full salary range for this position is $134,801 – $222,414 annually. The hiring salary for this position has been identified as up to $200,173 annually for qualifications closely matching the City's requirements.

Why work for the City of Seattle? The City of Seattle recognizes everyone must play a role in ending institutional and structural racism. Our behavior shapes our workplace culture, reflects our personal commitments, and how we fearlessly share our view and encourage others to do the same. We seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures, unlearn the way things have always been done, and provide fair and accessible processes and services.

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.

Application Process:

• Submit complete City of Seattle online application
• Upload your current resume, AND
• Include a cover letter that addresses your knowledge, experience, and interest related to this position.

You must submit both a resume and cover letter. If you do not submit these documents, your application will not be considered. Please ensure that BOTH documents have successfully been uploaded before submitting your application.

Workplace Environment (Telework Expectation): This position offers the flexibility of a hybrid work schedule. At this time, hybrid schedules require at least three days onsite per week. Individual schedules are determined by operational needs.

Background Check: This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided an opportunity to explain or correct background information.

Who may apply: This role is open to all candidates that meet the minimum qualifications. We value different viewpoints and life experiences. Your application will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. The City encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, veterans, and those with diverse life experiences.