IT Support Services Manager

Summary

Responsible for providing leadership for the Information Technology Support Services team to ensure reliable, responsive, and customer-focused technology support. Leads strategy, administration, delivery and continuous improvement of end-user technology services, including the IT Service Desk, desktop and mobile support, M365 services, endpoint management, hardware lifecycle management, Audio-Visual and customer experience initiatives. Oversees service delivery, ITSM tool, while ensuring technology services support organizational goals and business operations. Collaborates across other Information Technology divisions and may lead or support initiatives in other technology disciplines as needed to meet the needs of the City of Garland.

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

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• 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.

• Compile and manage documentation of systems, standards, policies, and procedures.

• 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

Education/ Experience    

• 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.

Licenses and Certifications

• Valid Class C Texas Driver's License

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.