IT Manager Technical Services Team (TST)

Information Technology Manager

The IT (Information Technology) Manager position at the City of Tucson's Information Technology Department (ITD) within the Technical Services Team (TST), provides leadership and oversight of the City of Tucson's Service Desk and end-user support operations. This position ensures consistent, high-quality user experiences by strengthening service management practices and fostering a culture of accountability, collaboration, documentation quality, and continual improvement. The IT Manager works closely with business partners and peers across the Information Technology Department to align operations with City and departmental strategies, advance lifecycle and process maturity, and ensure staff are coached and developed for current and future needs. Work is performed under the supervision of the IT Administrator. This position exercises direct supervision over the Technical Services Team personnel.

Duties and Responsibilities

• Translates Information Technology Department (ITD) and section strategic goals into clear, IT Service Management (ITSM) best-practice–aligned policies, procedures, and service expectations for TST, ensuring alignment with Citywide service value delivery. Oversees Service Desk and endpoint support operations, leveraging modern endpoint tools to optimize, automate, and secure provisioning, compliance, and monitoring.
• Regularly meets with customers and staff at City sites to assess needs, oversee service delivery, and ensure effective coordination across departments.
• Leads and reinforces ITD's customer experience strategy, ensuring teams consistently deliver professional, responsive, and solution-oriented support.
• Establishes, monitors, and reports on Service Level Agreements (SLAs), operational metrics, dashboards, and knowledge management practices, including cross-team agreements, quality assurance reviews, and standardized documentation to ensure accountability, scalability, improved user experience, and clear communication of performance and risks to leadership.
• Oversees the Analyst team in developing dashboards, conducting root cause analyses, developing dashboards, and managing the knowledge base through regular quality assurance and updates, ensuring deliverables effectively support service operations and IT Asset Management lifecycle planning.
• Develops and maintains strong partnerships with City departments, within ITD, and with other stakeholders to promote cohesive, transparent service delivery and shared use of operational and lifecycle information.
• Manages IT Supervisors, a Lead Systems Analyst, and IT Analysts, providing coaching, professional development mentoring, and promoting a culture of excellence, accountability, and collaboration.
• Performs all other duties and tasks as assigned.

Working Conditions

Primarily office-based, with periodic visits to City sites for stakeholder engagement.

Full-time, exempt role; may require occasional evenings, weekends, and on-call availability for critical support coverage.

All duties and responsibilities listed are subject to change.

Minimum Qualifications

• Education: Bachelor's Degree
• Experience: Five (5) years of relevant experience
• Equivalency: Any combination of relevant education and experience may be substituted on a year-for-year basis.
• Valid and unrestricted Arizona Class D Driver License – Arizona Department of Transportation – Motor Vehicle Division Preferred Qualification: Bachelor's degree in Information Technology, Management Information Systems, or related field.
• ITIL® 4 Foundation certification
• Microsoft Endpoint Administrator Associate or equivalent Microsoft certification.
• Experience managing enterprise Service Desk operations and KPIs.
• Demonstrated success improving IT customer experience.

Position Details

• Job Profile: J0762 - Information Technology Manager
• Compensation Grade: G111
• Hourly Range: $38.91 - 58.36 USD
• The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.
• FLSA: Exempt
• Position Type: Regular
• Department: Information Technology
• Background Check: This position has been designated to require a criminal background check.

The City of Tucson is a Second Chance Employer.

Citizenship: The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status. The City of Tucson does not offer visa sponsorship.

The City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer and does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status. If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD). Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD.

The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at EmployeeLeaves@tucsonaz.gov or 520-791-2619.