Service Desk Manager
Job Title: Service Desk Manager
Department: Information Technology
Reports To: Chief Information Officer
Open Date: April 17, 2022
Close Date: Open Until Filled
Hiring Salary: $24.19 - $30.91 per hour, DOE
Salary Range: $24.19 - $36.29 per hour, DOE
Job Summary: Under the direction of the Chief Information Officer the IT Service Desk Manager directs customer service operations to meet the strategic needs of the City; oversees the asset management and procurement of technology for end users; and coordinates with other departments and agencies. This is a hands-on position that will require providing technical support to end users.
Essential Duties & Responsibilities: Oversees the processing of incoming requests to the service desk to ensure courteous, timely, and effective resolution of end user requests; Manages audio visual support for chambers, projectors, and other A/V support items throughout the City; Oversees staff scheduling to ensure there is service desk coverage during normal business hours and after-hours support; Manages development and communication of help guides, knowledge base, and FAQs for end users; Manages documentation repository and ensure information is accurate, complete, and up to date; Identifies, recommends, manages, and implements end user training programs to increase computer literacy and self-sufficiency; Manages and supervises service desk team; Manages IT asset management and purchasing of IT related hardware and software; Ensures licensing requirements are met and software purchases align with IT standards; Manages City wide replacement plan for computers, printers, and other related equipment; Builds and maintains vendor relationships, manages the purchase of hardware and software products; Manages new equipment and software selection, procurement, and implementation; Contributes to problem resolution by giving technical support to end users; Serves as tier-3 escalation point for all requests and incidents; Investigates user issues, performs diagnostics, analyzes, troubleshoots, and resolves network and system problems across departments; Lead and directs projects and deployments involving support staff; Manages the procedures and policies pertaining to prioritization and resolution of incidents, including the monitoring, tracking, and coordination of service desk functions; Collaborates with the IT management team to develop standards, policies, and procedures for information systems; Generates strategies for improvement on service desk; Stays current on emerging products, services, protocols, and standards in support of service desk functions; implements as appropriate; Tracks and assesses trends in service desk requests and generates reports; anticipates potential problems for proactive resolution; Participates in the development of service level goals and ongoing management of service level compliance; Resolves complaints and answers questions of customers regarding services and procedures; Maintains service logs and monitors service agreements, warranties, and site licenses; Responsible to continuously improve operational processes and procedures to optimize resources, improve service delivery, and ensure customer needs are met; Maintains regular communications with the organization's executives, department heads, and end users regarding pertinent IT initiatives and activities; Oversees personnel selection, hiring, performance, and training; Train, coach and mentor Service Desk staff including career development; Works with the IT management team to develop a City-wide computer hardware, software, and consulting budget; Submits budget recommendations and monitors expenditures; Participates in department operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources; Maintains current knowledge of industry trends and potential impact on the organization; Develops and recommends technology goals and objectives and administers technology policies/procedures in accordance with the City’s core purpose, mission, vision and values; Collaborates with the IT management team to provide guidance and assistance to the Mayor, City Council, and Department heads regarding IT related initiatives and projects, software selection, hardware selection and other projects within the City.
Job Specifications: Bachelor’s degree in Computer Engineering, Information Systems, Information Technology, Computer Science, or related field; Certification or training in an IT service management framework preferred; 5 plus years of related customer service and technical support in an IT service desk environment; 2 years of experience leading service desk processes or managing an IT Service Desk; 2 years of supervisory experience; Must display an attitude of cooperation in performance of work assignments, including initiative, adaptability, flexibility, problem solving, organization, time management, decision making, resiliency, proactive engagement with co-workers and clients; Must be able to work after business hours including occasional evenings, nights, weekends, and holidays as needed; Must be able to be on call 24/7 on a rotational basis.
Knowledge, Skills & Abilities: Knowledge of principles and practices of PC and network operation; Knowledge of network telecommunications concepts and installation practices; Knowledge of operating system command structure and system software upgrade procedures; Knowledge of Windows client operating systems and basic Active Directory functions; Knowledge of workings of various mobile devices such as tablets and smartphones; Ability to support multiple diverse and legacy applications; Ability to conduct technical research on information services technologies; Must be able to operate and demonstrate proficiency with computers and communications equipment; Must be able to install, operate, and trouble-shoot standard operating systems, software packages and associated devices; Must be able to quickly define, diagnose and resolve user problems with computer hardware and software related problems; Ability to manage multiple complex tasks and projects simultaneously; Must be able to maintain confidentiality and security of data; Must be able to document and keep accurate records; Knowledge of imaging tools; Excellent customer service orientation with the ability to explain technical concepts to nontechnical users; Ability to motivate and direct staff members and subordinates; Proven analytical and problem-solving abilities; Ability to effectively prioritize and execute tasks; Very good writing and oral communication skills; Exceptional interpersonal skills, with a focus on listening and questioning skills; Team oriented and skilled in working within a collaborative environment; Highly self-motivated and directed; Excellent organization skills and attention to detail; Experience with desktop operating system, MS Office, antivirus software, mobile devices, smartphones, and phone systems; Extensive knowledge of computer hardware, including desktops, laptops, tablets, and workstations; Experience with IT Service Management.
Work Environment and Physical Demands: Work is performed primarily in an office environment with moderate noise level; Occasionally work environment will include outdoor weather conditions, extreme temperatures, with areas of dust, odors, etc.; Requires sitting at a desk or computer terminal for long periods of time and ability to lift up to 60 lbs.; Requires clarity of speech and hearing, which permits the employee to communicate effectively; Requires clear vision to read printed materials and computer screen to accomplish work; Requires repetitive movement of the wrists, hands, and/or fingers; Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.
Travel Requirements: Local travel is required. Must hold a valid driver’s license.