Sr. Manager, IT Technical Services

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for Senior Manager of IT Technical Services.

Job Specification

Senior Manager, IT Technical Services

As part of the IT Infrastructure organization and reporting to the Director of IT Infrastructure and Security, the Senior Manager of IT Technical Services, is responsible for the day to day operations of the city's IT Service Desk and Customer Support. This role ensures and maintains "best in class' service to the city's employees and public safety. The Senior Manager, IT Technical Services will oversee technical resources, establish processes and maintain service excellence. Duties include supervising IT support to departments and programs within the City.

Key Responsibilities

• Monitor and ensure timely resolution of tickets, including incident and service requests by improving IT support efficiencies and correctly prioritizing and managing the tickets. Create realistic SLAs to maintain efficiency, customer satisfaction and IT team productivity.
• Analyze aging of tickets and provide key metrics including Average Ticket Age, Distribution, and Time to Resolution.
• Supervise, manage and schedule service desk operations including task assignments as well as performing performance evaluations.
• Responsible for staff productivity and their time tracking and management of priorities.
• Responsible for the creation and maintenance of desktop and mobile computing standards.
• Responsible for the procurement, implementation, support and maintenance of City owned desktops/laptops and mobile devices including cell phones, iPADs and Mobile Dispatch Computers (MDC).
• Act as the escalation point for unresolved issues and provide managerial support for complex issues.
• Develop and manage On-Call schedules to ensure 24*7 support to the customers.
• Ensure documentation is current with systems, standard operating procedures and processes.
• Foster partnerships with other IT groups as an integral part of meeting the City's technology needs.
• Conduct regular satisfaction surveys and engage in improvements based on feedback.
• Provide continuous support and mentorship to the Service Desk team ensuring they have access to internal and external service I.T. training programs.
• Ensure documentation is current with systems, standard operating procedures and processes.
• Foster partnerships with other IT groups as an integral part of meeting the City's technology needs.
• Conduct regular satisfaction surveys and engage in improvements based on feedback.
• Develop and maintain IT service management (ITSM) processes as governed by ITIL best practices.
• Work with other IT Infrastructure groups to Implement and maintain Single Sign-On (SSO), Multi-Factor Authentication (MFA), and other access control mechanisms.

Skills:

• Solutions oriented, strategic thinker and proficient in IT service management frameworks including ITSM and ITIL.
• Must be high capacity and able to work on many priorities simultaneously.
• Familiar with service desk software and tools such as incident and ticket management, computer asset tracking, imaging, remote access, and other automation and service desk productivity tools.
• Must have exceptional communication skills as well as interpersonal and problem solving skills.
• Strong understanding of related IT systems, networks and security best practices. Experienced in using imaging and deployment tools.
• Proficiency in using Crowdstrike endpoint security.
• Project Management skills including the ability to manage and implement Service Desk projects.
• Exceptional motivator with commitment to delivering high quality public services through leadership and example.
• Develop and manage KPIs including Response to Resolution, SLA metrics, CSR's (Customer Satisfaction Ratings).
• Working knowledge of Active Directory services in order to support the Network and Cyber security teams. Manage user accounts and configurations

Minimum Qualifications

• 8 years of IT service experience with at least 3 years in a technical services management role.
• Must have in depth experience and understanding of IT Service Desk operations and problem solving.
• Experience in implementing and managing comprehensive service desk tools that support ITSM, including asset tracking for all PC hardware and software, device imaging and incident and problem management.
• Proven experience establishing SLA-based metrics including response and resolution times.
• Proven track record of managing the troubleshooting of desktop and ancillary equipment issues, including the ability to conduct root cause analysis.
• Experience in managing vendor supplied Multi-Function printers across business units and departments.

Education:

Bachelor Degree (4 years) in Information Technology, Computer Science, or similar.

Highly Preferred:

• Experience in working for a municipality and public safety.
• Working knowledge of Microsoft M365 and Google G Suite.
• Manage deployment and support of Internet Browsers such as Chrome, Firefox and Internet Explorer/Microsoft Edge.
• Technical experience with Directory Services including Active Directory, and Azure or similar.
• Working knowledge of Crowdstrike including deployment and support.
• Experience in managing the support of mobile devices including cellphones, ipads and mobile device computers (MDC)
• Ability to manage two factor authentication (2FA) and single sign on (SSO) at the endpoint level.
• Basic understanding of how identity management plays a role in an organization's security posture.
• A comprehensive understanding of Networks and Network Architecture is desired.
• Experience in managing vendor supplied Multi-Function printers across business units and departments.
• Certifications such as ITIL Foundations, HDI-SCM, CompTIA A and MS Active Directory (e.g., MCSA,MCSE).