Information Technology Service Desk Manager
Information Technology Service Desk Manager
Reporting to the Information Technology & Geographic Information Systems Manager, the Information Technology Service Desk Manager is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring high-quality IT support to our organization and to our external partners. The IT Service Desk Manager assumes the role of Acting Manager in the IT & GIS Manager's absence and shares the responsibility for on-call management support. With a commitment to innovation and continuous improvement, this role fosters a culture of excellence and efficiency in IT service delivery. Operating in a support account management capacity, this position fosters strong client relationships within the County and with external partners, delivering expert technical consulting advice on diverse IT matters and initiatives. This role actively engages with municipal partners, advocating for their IT needs and fostering positive relationships. This position assumes a vital role as the primary contact for Tier 1-3 technical support, addressing IT issues and fulfilling requests which requires a combination of technical expertise, leadership skills, and a strong focus on customer satisfaction.
What you’ll do
- Foster a customer-centric culture within the service desk team, promoting excellent customer service, effective communication, and empathy.
- Develop and implement service desk strategies, policies, and procedures to optimize service delivery and meet organizational goals.
- Oversee the service desk operations, including incident management, request fulfillment, problem management, and escalation processes.
- Manage and lead a team of IT service desk technicians, providing guidance, mentoring, coaching, counsel, performance management for teammates to support growth, development, and continuous improvement.
- Foster a team environment centered around a shared purpose, integrity, strong relationships built on trust, open communication, and the sharing of expertise.
- Proactively monitor, troubleshoot, and maintain a wide range of end-user computing technologies, such as desktops, laptops, docks, monitors, printers, LAN, phones, mobile devices, operating systems, and software, ensuring their optimal performance.
- Efficiently triage and escalate work requests, promptly assigning open service ticket requests to the appropriate IT personnel.
- Implement and maintain information security practices and policies within the service desk team to ensure the confidentiality, integrity, and availability of information assets.
- Support account management responsibilities with municipal partners, ensuring effective communication, collaboration, and satisfaction with IT services.
- Collaborate with the IT & GIS Manager in jointly managing the on-call rotation schedule, ensuring 24/7 availability for critical IT service desk support.
- Other duties as assigned
- University degree in Information Technology (Computer Science) or equivalent education and experience.
- Enrolled in or working towards Leadership and Development Series (LDS) or similar leadership training program.
- Information Technology Infrastructure Library (ITIL) certification at the foundation level or higher, or a similar certification.
- Lean Six Sigma certification (Yellow Belt or above) or equivalent.
- Information Security certification i.e., ISC2, ISACA
- PROSI change management certification
- Associate certificate in IT Management or similar Project Management certification
- Minimum of 5 years of progressively responsible technical experience in IT service management, including a solid foundation in service desk operations, incident management, and ITIL principles.
- Minimum of 5 years of extensive IT experience encompassing security, Windows, servers, web applications, networking, virtualization, redundancy and monitoring, firewalls, storage, and backup and recovery.
- Demonstrated ability to lead and develop a high-performance team, inspiring them with compassion and guidance.
- Strong knowledge of new and emerging technologies, best practices, and methodologies, and the ability to understand how they can benefit the organization and its partners.
- Proficiency in Wide Area Networks, Network Protocols, services (TCP/IP, DNS, SMTP, etc.), Microsoft Active Directory domains, and automated software delivery methods and tools.
- Valid Class G driver’s license and access to reliable transportation required
- Suitable work from home environment including reliable high speed internet.