Client Services and Operations Lead Manager

About the role

The City of San José is recruiting for a Client Services and Operations Lead Manager in the Infrastructure Division of the Information Technology (IT) Department. The position is a senior-level technical manager responsible for overseeing and managing all teams and services for endpoint management, Help desk operations, and Enterprise IT procurements.

Responsibilities

• Maintain a high service delivery metric for endpoint support and connectivity
• Strategize technology solutions to modernize and optimize endpoint management
• Ensure the delivery of excellent end-user support
• Lead large-scale enterprise projects
• Supervise a team of Network Technicians, Enterprise Information Technology Engineers, and mid-level service delivery managers
• Ensure high customer service delivery metrics are met or exceeded
• Develop and improve IT operation policies, procedures, standards and governance models that fit the enterprise
• Oversee Citywide technology procurements and inventory control
• Lead enterprise procurements for new Client Services specific technologies

Requirements

• Proven ability to troubleshoot and resolve complex technical issues with limited resources
• Comfortable working in a fast-paced dynamic environment
• Ability to multitask and make strategic and operational decisions
• Experience leading and overseeing large-scale projects
• Ability to respond to potential security incidents
• Experience directing teams performing day-to-day system administration and troubleshooting
• Positive attitude and teamwork skills

Qualifications

• Advanced degree in Computer Science, Information Technology, or related field
• Minimum of 7 years of relevant experience in IT management, including experience in endpoint management, help desk operations, and enterprise IT procurement
• Experience with cloud-based services and System Center Configuration Manager
• Strong understanding of ITIL best practices and experience implementing them
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities and deadlines

Skills

• Technical proficiency in endpoint management, help desk operations, and enterprise IT procurement
• Strong project management and leadership skills
• Experience with cloud-based services and System Center Configuration Manager
• Understanding of ITIL best practices and experience implementing them

Benefits

The City of San José offers a competitive benefits package which includes medical, dental, vision, life insurance, disability insurance, and retirement plan options.

Pay

The salary range for this position is $120,000 - $140,000 annually.

Schedule

The position is full-time and works Monday through Friday from 8:00 AM to 5:00 PM.