IT Service Desk Manager

IT Service Desk Manager

Salary

$109,644.00 - $130,344.00 Annually

Location

9401 Farwest Dr SW, Lakewood, WA

Job Type

Classified Full Time

Job Number

C2635

Division

Information Technology

Department

Client Services

Opening Date

09/30/2026

Closing Date

10/21/2026 5:00 PM Pacific

• Description
• Benefits
• Questions

Position Summary

Position Summary:

The starting salary range for this position is $109,644.00 to $130,344.00, with most candidates starting at $109,644.00. This is a full-time, permanent, classified, overtime-exempt position with the Pierce College District. The main work location is Fort Steilacoom campus and standard work hours are between 8:00am and 5:00pm Monday through Friday. This position reports directly to the Director of Information Technology and requires regular and consistent attendance. This position is eligible for one day of telework per week after the six-month probationary period and additional days may be considered based on operational needs.

The mission of Pierce College is to create quality educational opportunities to a diverse community of learners to thrive in an evolving world. The Pierce College District is committed to being an anti-racist institution; to truly be anti-racist we must work deliberately to eliminate barriers that have prevented the most promising and capable students from entering and thriving in college. We work to ensure that every student in the Pierce College District feels valued, respected, and inspired to achieve their goals. We provide a brave space for Black, Indigenous, Persons of Color (BIPOC), LGBTQ/QTPOC students, students with disabilities, and all students and staff to seek refuge, and an opportunity for them to cultivate their strengths, intelligence, resilience, and creativity.

To learn more about our Equity, Engagement, and Belonging efforts, please visit: https://www.pierce.ctc.edu/equity-engagement-and-belonging.

The IT Service Desk Manager (excels at fostering a positive, service-oriented cultural transformation that reflects the organization's mission and values, while leading the Service Desk team to deliver reliable, responsive, and professional IT support for students, faculty, and staff. This role requires a forward-thinking leader with expertise in Information Technology Infrastructure Library (ITIL) practices and IT Service Management (ITSM) frameworks, combined with the ability to champion and enhance a client-focused culture. The ideal candidate will implement strategies to enhance service delivery, elevate client satisfaction, and create a collaborative environment focused on continuous improvement. The IT Service Desk Manager and the team of IT Service Desk professionals are responsible for addressing inquiries, resolving technical issues, and delivering innovative software and hardware solutions, ensuring seamless support for both student and employee end users.

This position leads the IT Service Desk team, which manages daily operations of IT Service Desk support, hardware and software deployment, updates, and end-user hardware across the district. Key responsibilities include developing and managing an ITSM platform and ensuring the application of ITIL principles to standardize and improve service delivery. The role emphasizes the importance of establishing and enforcing standards and procedures that ensure consistent and equitable practices across the district. Candidates should possess a strong understanding of ITIL and ITSM principles, along with the leadership skills and mindset to embed these frameworks into the organizations culture, driving efficiency, accountability, and exceptional service outcomes. This position provides people leadership and operational direction for the IT Service Desk team by setting priorities, coaching staff, resolving escalated issues, and maintaining effective service delivery standards.

About the District:

Named as a Top 5 Finalist and a Rising Star for the 2019 Aspen Prize for Community College Excellence, Pierce College Fort Steilacoom was recognized for exceptional achievements in student learning, certificate and degree completion while in community college and after transferring to a four-year institution, employment and earnings rates after graduation, and access for and success of minority and low-income students. Pierce College District was named as a Top 10 finalist for the 2021 Aspen Prize and a Top 25 for 2023.

Want a feel for our District? Take a peek with aerial campus views!

Pierce College Fort Steilacoom

Located on a beautiful 140-acre site adjacent to a 340-acre community, recreational park, and Waughop Lake.

Pierce College Puyallup

Located on an expansive site with 125-acres of wooded land with beautiful hideaways.

Pierce College at JBLM

Located at the Joint Base Lewis-McChord military sites, serving many of our military and active-duty families that are serving our country.

Essential Functions

Essential Functions:

Customer Service and Operations

• Implement strategies to improve first call resolution rates, enhancing the efficiency of service delivery and customer satisfaction.

• Foster a customer centric culture by promoting a philosophy of service excellence and continuous operational improvement across the IT Service Desk team.

• Ensure that the IT Service Desk team promptly responds to customer calls, tickets, and messages, troubleshooting and resolving issues as directed, while maintaining high levels of professionalism.

• Serve as a liaison between the IT Service Desk team and other departments, ensuring seamless communication and successful implementation of procedures or changes.

• Build strong, long-lasting relationships with customers, identifying opportunities to improve services and better meet business needs.

• Resolve escalated and complex customer and user issues, ensuring timely and effective resolutions to maintain high satisfaction levels.

• Tackle daily issues of a complex scope that impact the team and overall business objectives, providing solutions that minimize disruptions.

• Monitor key performance indicators (KPIs) related to first call resolution and team efficiency using data to inform strategy and decision-making to enhance customer service.

• Develop and implement training programs to ensure the IT Service Desk team is equipped to handle a variety of technical and customer service challenges effectively.

• Serve as a technical backup for the IT Service Desk team as needed.

Leadership

• Manage a team of Service Desk professionals, ensuring that roles and responsibilities are clearly defined, assigned, and executed in alignment with organizational goals.

• Encourage and promote professional and technical development of team leaders, enabling them to set goals, monitor progress, mentor, coach, and assist team members to consistently deliver high-quality support.

• Prepare and manage staffing plans, optimizing Service Desk resources for incoming customer/user inquiries, projects, administrative work and time off (holidays and paid/unpaid leave).

• Provide leadership and clear communication to manage the Service Desk team, ensuring operational efficiency and high-quality service delivery.

• Develop short- and long-term objectives, managing day-to-day efforts to ensure responsiveness, flexibility, and efficiency in meeting goals in a results-driven environment.

• Establish and track key performance indicators (KPIs) to evaluate technical support response times and the problem-solving skills of team members.

• Identify training needs and coordinate professional development opportunities to equip the Service Desk team with the necessary skills and knowledge for success.

• Advocate for the effective use of instructional technology in collaboration with Instruction and the Educational Technologies (EdTech) team to support institutional and educational processes.

• Develop, implement, and maintain formal standard operating procedures (SOPs) to ensure consistency, increased productivity, and the ability to set and communicate clear deadlines.

• Establish and enforce policies and procedures for managing changes to Pierce College District's technology environment, ensuring minimal disruption and maximum efficiency.

• Drive organizational change initiatives by assessing the impacts of change, engaging stakeholders through effective communication and training, and providing ongoing support and guidance for successful adoption of new processes and systems.

• Lead efforts to cultivate a customer-first mindset by coaching staff on communication best practices, emphasizing professionalism, empathy, and solution-oriented interactions, while establishing clear expectations, promoting accountability, and fostering a culture of open communication, continuous learning, and service excellence.

• Supervise and develop staff by assigning work, reviewing performance, providing expert guidance, and addressing complex technical and personnel issues that affect team effectiveness and customer service.

Strategic Planning

• Conduct capacity planning to assess and determine organizational-wide technology needs, ensuring alignment with future growth and operational demands.

• Analyze industry trends and evaluate emerging technologies, recommending new capabilities and products that can enhance organizational efficiency and support the district's mission.

• Develop, implement, and manage project plans for complex district enterprise systems, coordinating installation projects for major systems that support organization-wide information functions.

• Oversee project schedules, ensuring timely design, maintenance, and testing phases are completed while meeting quality assurance standards.

• Assign and direct staff to ensure proper resource allocation and completion of project tasks within deadlines.

• Develop and implement communication strategies to ensure transparency and alignment with stakeholders throughout project lifecycles.

• Prepare and document configurations, processes and procedures for organizational support systems, ensuring consistency and efficiency.

• Continuously assess and analyze new technologies, identifying innovative solutions that align with organizational goals.

• Anticipate future technology needs and advocate for adoption of solutions that support the District's mission and outcomes.

• Develop service level agreements (SLAs) with clients and implement measurement and monitoring tools to track service level compliance, ensuring alignment with organizational objectives.

• Analyze Service Desk performance through various statistical and reporting methods, identifying areas for improvement and ensuring continued success.

• Collaborate with other IT teams to assess, analyze, and provide feedback on upgrades and changes to business systems, service desk policies, and practices to meet objectives.

• Actively engage in the organization's change management process, driving participation from the Service Desk to ensure smooth transitions and adoption of new systems or processes.

• Develop and update plans for new product and services releases, ensuring the IT Service environment remains current and aligned with business needs.

• Track asset lifecycles, forecast future needs, and identify opportunities for equipment optimization and replacement.

• Coordinate technology deployments and upgrades to minimize disruptions and ensure smooth transitions for end users.

Service Management

• Lead the development and implementation of ITSM frameworks, ensuring alignment with ITIL best practices and organizational goals.

• Oversee the maintenance and optimization of ITSM tools and processes, ensuring they evolve with changing business needs and technological advancements.

• Monitor and assess ITSM performance to identify gaps and opportunities for process improvements, focusing on efficiency and effectiveness.

• Collaborate with cross-functional teams to ensure the integration of ITSM processes into daily operations, promoting a consistent service experience for all users.

• Establish key performance indicators (KPIs) for ITSM processes and regularly review data to ensure service levels are met and continuous improvement is achieved.

• Provide training and support to IT staff on ITSM best practices, fostering a culture of service excellence across the department.

• Conduct regular audits of ITSM processes to ensure compliance, identify risks, and implement corrective actions where necessary.

• Drive continuous improvement initiatives within ITSM, leveraging feedback from stakeholders and industry trends to enhance service delivery.

Inventory Management

• Provide comprehensive oversight of the ITSM system, ensuring timely responses to all inquiries and addressing higher-level requests requiring in-depth research or authorization.

• Occasional coverage of the IT Service Desk.

• Leverage IT systems to enhance asset management processes and maintain a current software catalog.

• Establish and enforce policies and procedures for inventory tracking, ensuring accurate records and compliance with organizational standards.

• Analyze ticketing data and asset usage trends to identify areas for process improvements and cost-saving opportunities.

• Collaborate with procurement teams to evaluate and acquire cost-effective hardware and software solutions.

• Monitor asset utilization and performance to ensure equipment is meeting organizational needs and make recommendations for upgrades or adjustments as necessary.

• Plan, execute, and oversee the full lifecycle of PC hardware and peripheral support, from procurement to maintenance, repair, upgrades, deprecation, and inventory management.

• Assist in developing long-term strategies and capacity planning for future desktop hardware/software needs, ensuring cost-effective solutions that advance IT goals.

• Establish and maintain a four-year equipment replacement plan for campus desktops, ensuring optimal technology utilization and lifecycle management.

• Utilize innovative approaches to coordinate projects, such as hardware/software inventory management and process improvements.

Qualifications

Required Education:

• Bachelor's Degree in Information Technology, IT Service Management, or a related field OR equivalent professional experience combined with education in Information Technology, IT Service Management, or a related field. For a Bachelors degree, the equivalent amount of professional experience is 4 years.
• ITIL 4 Foundation or higher level certification issued by Axelos/PeopleCert OR the finalist must agree to complete the ITIL Foundation Certification issued by Axelos/PeopleCert prior to the completion of the probationary period. Failure to complete the certification within the 6-month probationary period may result in an extension of the probationary period or termination of employment.

Education to Experience Equivalences:

Associates Degree = 2 years | Bachelors Degree = 4 years | Masters Degree = 5 years

Required Experience:

• Five or more years of progressively responsible supervisory experience within an information technology organization, preferably in higher education or a similarly complex public-sector environment. This must include direct supervision of technical support staff, performance management, conflict resolution, and operational leadership.
• Five or more years of demonstrated ITIL or related practice experience, with deep operational mastery over core service delivery framework practices (including Incident Management, Request Fulfillment, and Problem Management).
• Proven track record leading organizational change management, continual service improvement, and process standardization initiatives in an IT support environment serving multiple stakeholder groups.
• Demonstrated experience utilizing and managing the Microsoft System Center suite of applications.

Special Requirements

• The successful candidate must consent to and pass a criminal background check after a conditional offer of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position

Required Competencies: Knowledge, skills, abilities, traits and characteristics:

• Technical Knowledge: Possess knowledge of and remain current regarding IT implementations, maintenance regarding telecommunications and computer related systems and applications. Expert knowledge regarding IT performance TOOLS, system level software, and knowledge regarding the installation and configuration of internal and external devices and software. Must have demonstrated knowledge of System Center, Service Manager or similar workflow technologies.
• Communications: Demonstrate diplomacy and ability to deal with all levels of management, vendors and subordinates. Possess the ability to concisely and effectively interact with other individuals and internal and external organizations. Possess the ability to concisely and effectively interact with other individuals as well as internal and external organizations. Incorporates what has been heard/read in to own communications. Ability to present ideas and concepts effectively in written or presentation format and use persuasion and facilitation skills to gain consensus. Demonstrate excellent written and verbal communications with a strong customer service focus.
• Staff Management: Manages staff in ways that improve their ability to succeed in their jobs. Enables staff to grow and succeed through feedback, instruction, and encouragement.
• Interpersonal Skills & Teamwork: As an active member of a team, one has the ability and desire to work cooperatively with others, participates and fosters teamwork, and influences others within a team. Model and maintain the values of candor, openness, inclusiveness and honesty. Build and maintain the trust of others.
• Organizational Skills: Must possess strong organizational, creative thinking and decision-making skills, facilitating talents, and time management skills. Show ability to manage time and multi-task various duties in a collaborative environment and adapt to changing priorities.
• Customer Relations: The ability to anticipate, assess, and respond effectively to the needs of diverse customers; making excellent customer service a high priority in order to attract, support and maintain our customer base. The ability to notice, interpret, and anticipate other's concerns and feelings, and to communicate this awareness to others.
• Problem Solving: Ability and willingness to spend time reading, gathering information and defining the problem, uses a process to identify possible causes and underlying issues when tackling problems, is flexible in keeping options open and can view a situation from different perspectives and points of view, draws on the pertinent issues and objectively and critically assess the alternatives to correct the problem or address the issue. Develops contingency plans.
• Results Orientation: Focuses personal efforts on achieving results consistent with the District's objectives. Holds staff accountable for achieving standards of excellence and results.
• Client Management: Displays the ability to anticipate client needs before they arise and presents solutions to project management that encompass issues at hand. Understands expectations that were set with client and recognizes when issues and events may affect delivery.
• Change Management: Ability to lead cultural and procedural changes that improve responsiveness, professionalism, and customer-centric practices. Skilled in assessing change impacts, engaging stakeholders, and supporting adoption through effective communication and training.
• Strategic Thinking: Proficient in developing long-term strategies to align IT goals with organizational objectives.Skill in forecasting future needs and advocating for innovative technology solutions.
• Metrics and Analytics: Strong ability to use data-driven insights to measure performance,identifytrends, and implement improvements.Expertisein developing and tracking key performance indicators (KPIs) for IT services.
• Innovation and Adaptability: Encourages innovative thinking to address challenges and improve processes. Flexible and responsive to changing technology trends and organizational needs.

Application Process

Application Requirements:

To be considered for this position, applicants must:

• Meet the required qualifications as outlined in this announcement.
• Complete the online application profile at: https://www.pierce.ctc.edu/hr.
• Apply for the specific job opening.
• Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement. (Cover Letter)
• Upload (attach) detailed résumé of all educational and professional experience. (Résumé)
• Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to bring copies of unofficial transcripts showing completion of the required level of education. Please upload current copies of your transcripts, if available. Unofficial copies of all college and university transcripts must include degree received and conferral date. International transcripts must include a foreign transcript evaluation. For a list of approved credential evaluation services visit: https://www.naces.org/members (Unofficial transcripts acceptable for application process; official transcripts required upon hire). (Transcripts)
• Upload (attach) a list of at least three (3) professional references with names, telephone numbers, and e-mail addresses. At least one reference must be your current or most recent supervisor. Letters of recommendation will not be accepted. (References)
• Provide a response to the following question. (Supplemental Question): "How does this position impact the Colleges goal to support all students and to achieve racial and social equity in pursuit of mission?" Please limit your response to a maximum of 500 words.
• For definitions of certain equity, engagement, and belonging language, please visit: https://www.pierce.ctc.edu/eeb-definitions

Special Note: To ensure consideration, application materials should be received no later than 5:00 p.m. on the closing date.

Terms of Employment:

This is a full-time (40 hours per week), classified, overtime-exempt position with the Pierce College District. This position is permanent after serving a 6-month probationary period. The primary work location is at the Fort Steilacoom campus. This position is eligible for one day of telework after the probationary period and additional days may be considered based on operational needs. Standard work hours are between 8:00 am to 5:00 pm, Monday through Friday, with occasional evening and weekend hours required. This position may be subject to reassignment between campuses or sites. This position reports directly to the Director of Information Technology and requires regular and consistent attendance.

Salary & Benefits:

The starting salary range for this position is $109,644.00 to $130,344.00 annually with annual increments up to $109,644.00. The salary will be determined based on the candidates qualifications and related experience. Most candidates will start at $109,644.00. Your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long- term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits and Leave website at: https://www.pierce.ctc.edu/hr- benefits.

Physical Work Environment:

This position is required to work indoors in an open office environment, which requires visual concentration on detail, dexterity, precision, and is subject to frequent noise and interruptions.

Reasonable Accommodation:

Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling 253-964-7342. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the states free telecommunication access service.

Screening & Interview Process:

Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned. Please note:This is a competitive selection process. Your application materials will be reviewed and evaluated based on the minimum qualifications listed for the position. Applicants whose qualifications most closely correspond to the Districts needs will be eligible for further consideration.

Conditions of Employment:

Prior to the start of employment, finalist(s) for this position will be subject to a pre-employment background check as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position. Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington State Law RCW 28B.112.080. An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire. Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy.

Bargaining Unit:

This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA).

Equal Opportunity:

Pierce College supports and values the dignity of each member of its community and visitors, and is committed to maintaining an environment free from discrimination and harassment. This commitment applies to all levels and areas of operations and programs and is intended to ensure that all students and employees are provided equitable opportunities to realize their goals and to function safely and effectively within the Pierce College environment.

Pierce College recognizes its responsibility under state laws and their implementing regulations to investigate, resolve, implement corrective measures, and monitor the educational environment and workplace to stop, remediate, and prevent discrimination on the basis of race, color, national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal. Pierce College prohibits discrimination against and harassment of members of these protected classes, as well as any additional class(es) protected by local, state, or federal law. Any individual found to be in violation of this policy will be subject to disciplinary action up to and including the possibility of exclusion from Pierce College facilities, dismissal from Pierce College as a student, and/or dismissal from employment, as applicable.

Members of the college community, guests, or visitors who believe they have been the subject of discrimination or harassment should report the incident or incidents to the District Title IX/EEO Coordinator identified below. If the complaint is against that Coordinator, or if for some other reason a report cannot be made to the Coordinator, the complainant should report the matter to one of the alternate designees listed below.

District Title IX Coordinator and District Section 504 Coordinator

Kelly Benson

Pierce College Fort Steilacoom

Cascade Building, Room 237

9401 Farwest Drive SW, Lakewood, WA 98498-1999

253-651-6438

TitleIX@pierce.ctc.edu

District Affirmative Action Officer

Paula Henson-Williams

253-864-3229

PHenson@pierce.ctc.edu

Deputy Title IX Coordinator

District Athletics

Duncan Stevenson

253-964-6612

DStevenson@pierce.ctc.edu

Deputy Title IX Coordinator

Student Conduct

Julie Draper Davis

253-912-2331

JDraperDavis@pierce.ctc.edu

Deputy Title IX Coordinator

Pierce College at Joint Base Lewis-McChord

Ron Burleson

253-912-2242

RBurleson@pierce.ctc.edu

Deputy Title IX Coordinator

EEO/Human Resources

Deena Forsythe

253-964-6586

DForsythe@pierce.ctc.edu

More than Just a Paycheck!

Washington State offers one of the most competitive benefits packages in the nation. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Insurance Benefits

Employees and families are covered by medical (including vision) and dental insurance. There are multiple medical plans with affordable monthly premiums ranging from $25.00 per month for individual coverage to $483.00 for full family coverage (the state pays dental premiums). Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.

Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts. To view coverage choices and how to enroll, please visit the Public Employees Benefits Board (PEBB) website.

Retirement and Supplemental Plans

Classified Pierce College Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the state Deferred Compensation Program (DCP) and the State Board Voluntary Investment Program (SBVIP), administered by TIAA-CREF. These are supplemental retirement savings programs (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Leave

Classified employees begin accruing 9.33 hours of vacation and 8 hours of sick leave starting their first month of employment. The amount of vacation an employee can accrue increases the longer they work with us (up to a maximum of 16 hours, 40 minutes per month after twenty-five years of service). A maximum of 30 working days (280 hours) of vacation may be accumulated. Employees also receive two personal leave days after four months of employment.

Washington State supports members of the armed forces with 21 days paid military leave per year.

Holidays

Full-time employees are entitled to ten paid holidays and a personal holiday of their choice (may be used after four months of employment).

Tuition Reimbursement

Permanent Classified employees working half-time or more may take space-available classes for $5 per quarter with the Tuition Waiver program (typically after a 6 month probationary period).

Public Service Loan Forgiveness:

At Pierce College, we value the contributions of our employees and strive to support their professional and personal growth. One significant benefit of working with us is our eligibility for the Public Service Loan Forgiveness (PSLF) program. As an employee of a qualifying public service organization, you may be eligible to have your federal student loans forgiven after making 120 qualifying payments (10 years). This program is designed to support those who dedicate their careers to public service, giving you the opportunity to significantly reduce your student loan debt while making a positive impact in the community.

Financial Peace of Mind: With Public Service Loan Forgiveness, you can focus on your mission to serve others without the burden of overwhelming student loan debt, allowing you to dedicate your skills and talents to providing quality educational opportunities to a diverse community of learners to thrive in an evolving world.

Flexible Repayment Options: We encourage our employees to explore various repayment plans, including income-driven options that can make monthly payments more manageable during your service as a public employee.

Join Our Dedicated Community Now:

If you are committed to helping Pierce College become an anti-racist institution; ensuring that every student in the Pierce College District feels valued, respected, and inspired to achieve their goals than Pierce College needs you! We provide a brave space for Black, Indigenous, Persons of Color (BIPOC), LGBTQ/QTPOC students, students with disabilities, and all students and staff to seek refuge, and an opportunity for them to cultivate their strengths, intelligence, resilience, and creativity. This role that not only enhances your career but also offers financial benefits through programs like Public Service Loan Forgiveness. We encourage you to apply!

Bargaining Unit

Classified employees of Pierce College are covered by the Washington Public Employees Association (WPEA). For more information, please visit http://www.wpea.org/.

Discounted Health Education Center Membership

Employees of the college receive a discount on Health Education Center membership, which provides access at both campuses to a complete set of cardiovascular and strength training equipment and a full gymnasium at the Fort Steilacoom campus. Personal trainers and physical education classes are also available for an additional fee.

01

"How does this position impact the Colleges goal to support all students and to achieve racial and social equity in pursuit of mission?" Please limit your response to a maximum of 500 words.

02

Do you possess an ITIL 4 Foundation or higher certification issued by Axelos/PeopleCert OR do you agree to complete the ITIL Foundation Certification issued by Axelos/PeopleCert prior to the completion of the 6-month probationary period and understand that failure to complete the certification within the 6-month probationary period may result in an extension of the probationary period or termination of employment?

• Yes
• No

03

Reflecting on your relevant experience, describe your approach to structuring, optimizing, or standardizing support services (such as a ticketing catalog, intake process, or support tier structure). In your response, address how you engaged stakeholders, defined the service standards, identified performance or success measures, and anticipated or overcame challenges-particularly in teams or environments going through operational changes. Finally, what is one thing you would do differently based on what you learned from the experience?

Required Question

Employer Pierce College

Address 9401 Farwest Drive SW

Lakewood, Washington, 98498

Phone 253.964.7342

Website https://www.pierce.ctc.edu/hr