IT Support Services Manager

Essential Duties and Responsibilities

• Provide technical and managerial guidance for assigned area to include coaching, performance management and customer service expectations.
• Review operational requests, service improvements, projects, and technology initiatives; determine resource allocation based on priorities and organizational needs.
• Analyze end-user technology services, operational performance and customer requirements to recommend solutions that improve service delivery, security, disaster recovery and customer service.
• Conduct trends analysis of incidents, service requests, customer satisfaction, and operational metrics to identify opportunities for process improvement, training, automation, and continual service improvement.
• Develop and recommend procedures by which efficiencies can be gained to reduce costs and increase work capacity.
• Review contracts, negotiate purchase price, legal terms and payment schedules and obtain input from managing director and legal counsel for vendor contracts.
• Prepare documentation for procurement of hardware, software, or services to develop and recommend procedures for citywide IT asset inventory maintenance.
• Manage the resolution of complex customer issues, service disruptions, and major incidents by coordinating internal technical teams, vendors, and business stakeholders to restore and minimize operational impacts.
• Prepare and submit operational budget and cost estimates for proposed projects to senior management.
• Direct the daily operations of the support teams to ensure timely resolution of incidents, service requests and delivery of excellent customer service.
• Oversee the administration, support, performance and training of Microsoft 365 services that impact the customers.
• Oversee the administration, support, lifecycle management and maintenance of the City’s Audio Visual and collaboration technologies, including council chambers, conference rooms and other enterprise AV solutions.
• Establish, monitor and report on key service delivery metrics to ensure fulfillment and operational success.

Minimum Qualifications

• Four-year college degree
• 7 years related experience
• Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

• Four-year college degree in Information Technology, Computer Science, Business or related field of study
• 7 - 10 years experience in Information Technology including project management
• 2 - 3 years supervisory experience.

Knowledge, Skills & Abilities

• Demonstrate ability to plan, develop, and maintain technology requirements for hardware, software, and users.
• Comprehensive knowledge of M365 administration and collaboration technologies.
• Knowledge of ITIL and ITSM principles and best practices.
• Experience managing Service Desk operations, incident management, request fulfillment, asset management and knowledge management.
• Strong customer service and relationship management skills.
• Ability to follow project management methodology for managing IT projects.

Physical Requirements / Work Environment

• The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.

Pay Range

Pay Range: $102,042.72 - 137,794.65 (Depending on qualifications and experience)