IT Manager - Service Delivery - Information Technology (0326)

Nature of Work

The Nature of Work section is detailed above.

Typical Duties

• Evaluates technologies and provides both tactical and strategic direction for customer and desktop support including: IT services desk, desktop support, and IT assets
• Supervises, motivates, develops, and evaluates assigned personnel
• Oversees scheduling, training, development, advising, evaluation, reporting and monitoring workflow of technical IT staff
• Establishes and implements procedures, standards for desktop platform, optimum performance and recoverability of these services, problem, change and desktop asset management
• Ensures continuity of systems for departments in order to serve citizens
• Provides technical expertise, mentoring and leadership to desktop system projects, maintenance issues and related support activities
• Serves as focal point for communication and information exchange with end user departments to create technological improvements and solutions
• Identifies opportunities to improve services to the County through use of new products and technologies
• Develops and implements customer services strategies and technologies
• Oversees the purchase, installation and configuration of equipment inventory
• Works directly with vendors to ensure quality of service for software and hardware systems
• Maintains the Asset Management/Work Request System
• Maintains County-wide inventory of all devices
• Serves as point of contact for all mobile computing devices
• Participates in strategic planning and goal setting
• Provides support for applications through maintenance of documentation, database, inventory and other details
• Participates in budgeting, short and long-range planning, and development of department objectives

Minimum Qualifications

• Bachelor’s degree in Computer Information Systems, Management Information Systems or closely related field and two years of work experience in programming and systems analysis; OR
• Associate degree in Computer Information Systems, Management Information Systems or closely related field and three years of work experience in programming and systems analysis; OR
• Four years of work experience in programming and systems analysis; OR
• Any equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position.

Knowledge, Skills and Abilities

• Working knowledge of:
• Leadership and team building skills to direct the activities of individuals and/or groups toward the accomplishment of goals
• Technical knowledge and understanding of IT functions, technologies, supplies and services including but not limited to mainframe, network, desktop and telecommunications
• Effective project management practices
• Long term strategic planning and fiscal/budgetary practices
• Analyzing technical end user problems and developing appropriate solutions
• Planning, initiating, and managing projects from beginning to end, with minimal direction
• Communicating effectively verbally and in writing to technical and non-technical audiences
• Establishing and maintaining effective working relationships
• Working safely and supporting the culture of workplace safety
• Following written and oral instructions

Employee Benefits

• Vacation/Annual Leave
• Sick Leave
• 10 Holidays Per Year
• Health Care Insurance
• Dental Plan
• Vision Plan
• Group Life Insurance
• Pre-Tax Deduction Plan
• Sick Leave Conversion Plan
• Personal Day Purchase Program
• Vacation Sell Back Program
• Tuition Reimbursement Program
• Wellness Program
• Long-Term Disability
• AZ State Retirement System
• Employee Assistance Program
• On-going Training Opportunities
• Free bus transportation/EcoPass bus pass

Elective Coverage

• Dependent Medical, Dental, and Vision
• Supplemental Life (for employees & dependents)
• Flexible Spending Account
• Health Savings Account
• Tax-deferred investment program
• Accidental and Disability Insurance
• Short Term Disability

Questions for Applicants

• Please provide your experience as it relates to ITIL/ITSM.
• Please provide your experience managing a Service Desk Ticketing System.
• What is your definition of Customer Service?

Employer

Employer: Coconino County
Address: 219 E Cherry Ave
Flagstaff, Arizona, 86001
Phone: 928-679-7100
Website: http://www.coconino.az.gov