Southern California Association of Governments (SCAG) is seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources.
As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.
The Infrastructure and Operations Department plays a critical role in enabling the organization to achieve its mission and goals effectively. By providing reliable, secure, and cutting-edge technology solutions, the Infrastructure and Operations department supports SCAG's various programs, initiatives, and operations. Through the deployment and maintenance of robust IT infrastructure, collaborative platforms, and data management systems, the department ensures that SCAG staff members have access to the necessary tools and resources to carry out their responsibilities efficiently. Overall, the Infrastructure and Operations department serves as a strategic enabler, empowering SCAG to deliver high-quality services to its members and stakeholders while fostering innovation, collaboration, and effective decision-making across the organization.
WHO WE ARE
As a mission-driven organization, SCAG is committed to attracting and retaining talent who embody SCAG’s values. SCAG's workforce is passionate and committed to innovation that improves the quality of life for all Southern Californians. When you join SCAG, you can expect a culture where collaboration and teamwork is fostered.
SCAG operates as a hybrid organization because we recognize that work can be successfully performed in various locations. Designing a work environment and culture where SCAG’s mission, effectiveness, and collaboration can be more flexibly served demonstrates our commitment to diversity, equity, inclusion, and belonging (DEIB) by supporting work-life balance for our employees, retaining our existing dedicated staff, and increasing access to new talent pools.
As part of our Work@SCAG hybrid approach, employees’ eligibility in the three work models (office, hybrid, remote) will depend on the department, position, responsibilities, and duties at the discretion of management. All work models require employees to work from a location based within the SCAG region. This position is expected to be in the office 3 day(s) per week.
WHAT WE BELIEVE
MISSION
To foster innovative regional solutions that improve the lives of Southern Californians through inclusive collaboration, visionary planning, regional advocacy, information sharing, and promoting best practices.
VISION
Southern California's Catalyst for a Brighter Future.
SCAG CORE VALUES
- Be Open: Be accessible, candid, collaborative and transparent in the work we do.
- Lead by Example: Commit to integrity and equity in working to meet the diverse needs of all people and communities in our region.
- Make an Impact: In all endeavors, effect positive and sustained outcomes that make our region thrive.
- Be Courageous: Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
- Cultivate Belonging Embrace differences, foster equity, champion inclusion, and empower all.
