IT Manager - Customer Support Services

JOB SUMMARY

Under general supervision, the IT Manager – Customer Support Services provides leadership, technical oversight, and operational management for the organization’s Service Desk and Desktop Support functions. This position supervises customer support staff, collaborates with stakeholders across the organization, and ensures the reliable and efficient delivery of technology support services and critical business system operations. This role supports organizational objectives by aligning technology services with business needs while promoting efficiency, productivity, and continuous improvement. Responsibilities also include the development, administration, and management of the department’s operational budget.

ESSENTIAL JOB FUNCTIONS

• Supervises customer support and desktop support staff by planning, assigning, prioritizing, and reviewing work to ensure operational goals and service standards are met.
• Conducts performance evaluations; enforces policies and procedures; and makes or recommends hiring, disciplinary, and termination decisions.
• Oversees staff development by identifying training needs and implementing strategies aligned with evolving business and technology requirements.
• Builds and maintains effective stakeholder relationships to support the delivery of innovative and reliable technology solutions and support services.
• Monitors program and service performance to ensure quality, responsiveness, operational efficiency, and continuous improvement of City services.
• Assesses organizational and technology needs by analyzing requests for hardware, software, and related technology support solutions.
• Develops, implements, and enforces technical standards, procedures, and best practices to maintain system stability, functionality, and compliance with organizational objectives.
• Communicates project status, technical issues, proposals, and recommendations effectively with customers, departments, leadership, and other stakeholders.
• Manages resources, priorities, staffing, and project schedules to meet operational objectives and project deadlines.
• Plans and coordinates system installations, upgrades, and modifications to support changing business and operational requirements.
• Research emerging technologies to support technical recommendations, purchasing decisions, and solution design strategies.
• Collaborate with leadership to align technology initiatives with organizational priorities and long-term strategic goals.

OTHER JOB FUNCTIONS

• Participates in committees and professional associations related to the assigned functional area.
• Assists in the preparation and management of the division budget related to systems, services, and operational responsibilities.
• Leads staff in the design, development, and delivery of datacenter systems, support services, and technical training programs.
• Reviews and approves end-user training materials and documentation to ensure accuracy, completeness, and compliance with organizational standards.
• Oversee the enterprise IT Service Management (ITSM) platform and related service delivery processes.
• Manages and provides leadership for 24/7/365 IT Service Desk operations.
• On a nontypical basis, may perform other additional duties not listed in this description that are in alignment with the scope of essential job functions.

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities Required

• Knowledge of IT Service Management (ITSM) frameworks, principles, and Service Desk best practices.
• Knowledge of IT Service Desk performance metrics and key performance indicators (KPIs).
• Knowledge of desktop hardware, software, operating systems, enterprise applications, and Microsoft 365 administration and license management.
• Skill in coordinating enterprise PC lifecycle and hardware refresh programs.
• Skill in analyzing, troubleshooting, and resolving complex desktop hardware and software issues.
• Skill in leadership, supervision, planning, organization, communication, and interpersonal relations.
• Skill in project coordination, facilitation, time management, and prioritization.
• Skill in establishing program goals and objectives aligned with organizational strategic priorities.
• Ability to foster a collaborative, high-performing work environment that promotes innovation, accountability, and teamwork.
• Ability to build and maintain effective working relationships with stakeholders at all organizational levels.
• Ability to plan, organize, monitor, and evaluate staff work assignments and performance to achieve operational objectives.
• Ability to manage multiple projects and priorities simultaneously while meeting deadlines and maintaining service quality.
• Ability to analyze complex situations, identify solutions, and make timely, well-informed decisions.
• Ability to learn and adapt to new technologies, systems, and business requirements.
• Ability to communicate effectively with diverse audiences through oral, written, and interpersonal communication.
• Ability to analyze and prepare reports, correspondence, technical documentation, and related materials.
• Ability to think critically, logically, and sequentially in evaluating operational and technical issues.
• Ability to handle difficult, sensitive, or stressful situations with professionalism, discretion, and sound judgment.
• Ability to review work for accuracy, identify deficiencies, and implement corrective actions.
• Ability to lead, coach, and motivate employees to achieve individual and organizational goals.
• Ability to handle confidential information with discretion.
• Ability to work irregular hours, including evenings and weekends.
• Ability to operate a motor vehicle safely in all conditions.
• Ability to maintain regular and punctual attendance.

Qualifying Education and Experience

• Bachelor’s degree in Computer Science, Management Information Systems, Business Administration, or a related field.
• Minimum of five (5) years of progressively responsible technical experience; or an equivalent combination of education and experience.
• HDI Desktop Support Manager certification, or the ability to obtain within six (6) months of employment.
• ITIL Foundation certification, or the ability to obtain within six (6) months of employment.
• Valid Texas Class C driver’s license, or the ability to obtain within three (3) months of employment.

PREFERRED QUALIFICATIONS

Preferred Education and Experience

• Extensive experience in one of the three IT fields with a working knowledge of the other two:
• IT Service Management Administration
• IT Service Desk Management
• PC Hardware and Software Management
• Minimum of two (2) years of experience in a team leader or supervisory role.
• CompTIA A Certification
• CompTIA Network Certification
• CompTIA Security Certification

Employment Screenings Required

• Criminal Background Check
• Criminal Justice Information Systems (CJIS) Fingerprint Background Check
• Meet and maintain qualifications for CJIS access.
• Motor Vehicle Record (MVR) Review