The City of Cedar Park

This position requires a hands-on technical service and support leader who is focused on building internal and external relationships while delivering exceptional service results. This role works collaboratively across all of the internal information services business units to drive the performance of the team forward in tandem with providing best in class: customer results and satisfaction; continuity of operations; information assets safeguards; and budget preparation and administration.

The Position

• Serve as the primary escalation point for internal customers regarding issues, coordinating across all internal information services business units to ensure issue and service request resolution is completed in a timely manner;
• Provide constant oversight on trouble and service ticket progress to ensure customer timeliness and expectations are managed;
• Manage complex customer issues, coordinating appropriate technical, infrastructure and applications staff, define any needed work plans, deadlines and driving customer communications until the customer has confirmed resolution and/or completion;
• Collaborate with appropriate departments to develop and maintain a technology plan that supports customer needs; demonstrate an approach of continuous improvement across all areas of work
• Manage all non-network and server based hardware purchases and related data in the asset management system. This also entails analysis of technology trends and recommendations for effective and economical solutions for all future information technology needs;
• Develop, implement, monitor and report on a set of agreed to service levels;
• Create and maintain daily/weekly/monthly/quarterly and year-end statistical reports;
• Participate (or lead, when appropriate) in new technology adoption to enhance services offered to customers; proactively explore automation and net new efficiencies, making recommendations to senior departmental leadership
• Ensure depth and breadth of technical support services skills are maintained across the team to support customer needs and demand;
• Develop, implement, and continuously improve process documentation for the technical support team;
• Establish and implement related ITIL standards;
• Actively participate in best practice sharing within the various business units of the information services department;
• Provide for on-call support as needed;
• Establish and implement short and long-term business unit goals, objectives, policies and operating procedures;
• Demonstrate enthusiastic support of the City’s mission, values and long-term objectives;
• Continually solicit client feedback to gain insight on the customer’s experience, perception of processes, and areas of improvement;
• Develop targeted end user training classes and/or on-line modules to address process issues, etc.;
• Perform such other related duties as may be assigned.

Acceptable Experience, Training, Certifications and Licenses

Bachelor’s Degree in Computer Science or similar field from an accredited college or university, and/or a minimum of three (3) years of relevant experience or any equivalent combination of experience and training which provides the required knowledge, skills and abilities:

• Previous experience leading a service and support group/organization;
• Subject matter expert on technical support and services industry and related business processes;
• Experience in supporting a wide range of PC hardware, software and peripherals;
• Experience working with full scale service desk/helpdesk ITSM systems;
• Demonstrated understanding of related computer systems and office applications;
• Possess a valid driver’s license with a clean driving record;
• Be able to pass a CJIS background process.

Preferred but not required:

• Previous service desk/help desk experience;
• ITIL Certification
• Previous experience leading and working with incident management, request fulfillment, asset management and change management processes
• Experience with Audio Visual technologies;
• MS365 certification
• Project management/coordination experience
• Experience with cloud services (AWS, Microsoft Azure or the like);
• Familiarity with meeting collaboration tools like: WebEx, Microsoft Teams, Zoom and Google meetup;
• Experience working in the municipal, county or state-based government organizations

Supplemental Information

Knowledge of: Desktop and network operating systems; ITSM service management components and concepts; end User information requirements assessments; technical equipment and application diagnostic skills/approaches; change management process and documentation skills; Microsoft Office and/or Google productivity suites; wide variety of computer software, hardware and peripherals technologies; security, backup and recovery, and performance monitoring standards; advanced and analytic problem solving skillsets and tools.

Skill/Ability to:Approach work with curiosity, inquisitiveness and willingness to think outside the box; organize and manage multiple priorities and change direction quickly; explain complex ideas in simple terms; troubleshoot complex problems and implementing timely solutions; critical thinking and exceptional problem-solving skills; develop documentation and training materials; communicate accurately and effectively with other business unit staff both verbally and in writing; understand and relate to a wide range of customers, staff and City leadership; ability to multi-task in a fast-paced environment; serve as the business owner of the City’s issue and request tracking system; serve as the business owner of the department’s asset management software; serve as the business owner of City’s on-going cybersecurity awareness program; manage release customer service advisories and work instruction as and when needed; understand and carry out oral and written instructions from departmental leadership; serve other City departments in a diplomatic and professional manner, demonstrating well developed interpersonal skills; Lift up to 50 lbs; act as thoughtful steward of the City’s and Citizen’s resources.

The City of Cedar Park strives to provide the best quality of life for its employees, the City provides a number of opportunities for all regular full-time employees to participate in group medical, dental, life insurance and long-term disability programs. Retirement options are provided by the Texas Municipal Retirement System (TMRS). Other programs such as paid vacation time, deferred compensation and educational assistance are also offered. Click here to view our benefits.