IT Manager - service Delivery - Information Technology

Job Title

Under general direction, performs work of considerable difficulty, is responsible for leading customer and desktop support operations, ensuring reliable IT services, seamless user experiences, and alignment with the County's strategic vision. The role combines technical oversight, team leadership, and continuous improvement to deliver high-quality technology services supporting employees and citizens, and performs other duties as assigned. Occasional after-hours work may be required to address urgent issues, perform system maintenance, or implement planned upgrades. Establishing and following best practices for user support and system changes is critical to maintaining operational efficiency. This position also requires close collaboration with other Information Technology support teams to ensure seamless integration and effective problem resolution across different technical areas. This position will require the successful completion of a Criminal Justice Information Services (CJIS) fingerprint and background clearance within 90 days of employment; this must be maintained throughout employment.

Typical Duties (Illustrative Only)

Continuous Improvement: Evaluates services and technologies, providing both tactical and strategic direction for IT service desk, desktop support, and customer engagement.

Team Leadership: Supervises, mentors, and evaluates assigned personnel, fostering a culture of collaboration, accountability, and customer service excellence

Operational Management: Oversees routine tasks, scheduling, training, and performance of IT Service Delivery staff using communication, meetings, and tickets to meet established SLAs; administers the asset management and ticketing platform

Documentation & Standards: Develops and maintains procedural documentation, establishes best practices for Service Delivery application and device performance, recoverability, problem management, change control, and asset tracking

System Reliability: Monitors and maintains continuity of Information Technology services to support enterprise and citizen needs

Technical Expertise: Provides technical guidance, troubleshooting, and project leadership for Service Delivery projects, maintenance issues and related support activities including but not limited to conference room technology, public meeting support, and new employee onboarding

Stakeholder Engagement: Serves as the primary liaison for end-user departments to identify needs, implement improvements, and ensure timely, effective service delivery; provides alert notifications; and manages vendor relationships to ensure service quality

Supply Chain & Lifecycle Management: Oversees procurement, installation, configuration, and decommission of software and equipment; manages processes for the receipt, disposition, tracking, refresh, and retirement and/or disposal of all user assets, validates shipments, and updates the IT asset inventory database

Security Compliance: Monitors and manages vulnerability mitigation across the enterprise in relation to Service Delivery applications and devices (desktop, laptop, mobile) ensuring security compliance in partnership with the Information Security Office (ISO)

Strategic Planning: Contribute to departmental and organizational strategic initiatives, aligning Service Delivery operations with long-term goals and objectives

License Management: Management of Microsoft Office Enterprise Agreement and 3rdparty applications including licensing assignments, purchases throughout the year, and annual true up

Essential functions of this position include but are not limited to: walking; working with and around other staff and County employees; dealing with interruptions; repetitive motion (hand-wrist) for keyboarding; vision-acuit (near) for monitoring PC screen data; Color vision necessary for working with color coded cables; hearing and speech (ordinary conversation) for communicating with staff and customers; touch (finger dexterity) for keyboarding; Environmental hazards include electrical hazards associated with working with computers, servers and circuits, and potential for falls from ladders.