What are the responsibilities and job description for the Senior Manager, IT Technical Services (4438) position at HIRECLOUT?
Job Title: Senior Manager – IT Technical Services
Role Overview
Join a municipal IT department supporting a vibrant community of more than 200,000 residents. This is an opportunity to lead a mission-driven team delivering reliable, secure, and innovative technology services. As IT Service Desk Manager, you’ll oversee the end-to-end support function—driving efficiency, improving customer experience, and ensuring IT operations run seamlessly around the clock. This role is pivotal in modernizing service desk operations, strengthening IT partnerships, and building a culture of proactive support.
Key Responsibilities
Role Overview
Join a municipal IT department supporting a vibrant community of more than 200,000 residents. This is an opportunity to lead a mission-driven team delivering reliable, secure, and innovative technology services. As IT Service Desk Manager, you’ll oversee the end-to-end support function—driving efficiency, improving customer experience, and ensuring IT operations run seamlessly around the clock. This role is pivotal in modernizing service desk operations, strengthening IT partnerships, and building a culture of proactive support.
Key Responsibilities
- Oversee and accelerate resolution of incidents and service requests.
- Prioritize tickets effectively to maximize team efficiency and customer satisfaction.
- Establish and manage SLAs to drive consistent service delivery and improved productivity.
- Track, analyze, and report on key metrics including ticket aging, average resolution time, and distribution trends.
- Supervise and assign service desk workloads; schedule shifts and manage on-call rotations.
- Conduct staff performance evaluations, mentor team members, and promote continuous growth.
- Define and maintain computing standards for desktops, laptops, mobile devices, iPads, and Mobile Dispatch Computers (MDCs).
- Lead procurement, deployment, and maintenance of end-user devices and peripheral equipment.
- Serve as the escalation point for complex or unresolved issues, providing hands-on oversight for critical cases.
- Maintain clear, updated documentation of systems, SOPs, and IT processes.
- Partner with infrastructure and security teams to implement and support SSO, MFA, and access control measures.
- Manage ITSM processes aligned with ITIL best practices, including incident, problem, and asset management.
- Conduct satisfaction surveys and implement data-driven service improvements.
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 8 years of experience in IT services, including at least 3 years in a management role.
- Strong understanding of IT Service Desk operations and ITSM tools.
- Proven track record in SLA management and service-level reporting.
- Hands-on expertise troubleshooting desktop, mobile, and peripheral device issues.
- Skilled in root cause analysis and vendor management, including Multi-Function Printers.
- Familiarity with ITIL frameworks and ITSM platforms.
- Experience managing IT procurement and vendor relationships.
- Background in municipal or public-sector IT environments.
- Play a critical role in advancing IT services for a diverse and growing community.
- Join a collaborative, mission-driven team with a focus on continuous improvement.
- Influence the future of IT operations by implementing best practices and modern solutions.
- $150,000 – $160,000 annual salary (DOE)
- Full health, vision, and dental coverage
- Additional benefits to be discussed during the application process
Salary : $150,000 - $160,000