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Service Support Manager

Description

Under general supervision, performs supervisory and administrative work of an information technology Service Support section. Work involves managing the performance of Level 1 and Level 2 services & support to staff and ensuring that service levels are achieved. The Service Support Manager will ensure that staff provides high-value interactions to meet or exceed expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet the requirements of the City. The Service Support Manager is responsible for the overall management and day-to-day operation of the Technology Service Desk, Project Management and improvements or the Public Works GIS program, Enterprise programs, and Engineering Technician Services; , software and hardware procurement, vendor management and compliance management. Employee must also exercise tact and courtesy in frequent contact with department's customers and the general public. Reports to the Assistant Director of the Department.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Essential Job Functions

Oversees all requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents.
Develops and matures phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Determines root cause of issues and communicates appropriately to internal and external customers
Monitors all service requests to assure that all incidents and changes are being handled in a timely manner and with high quality customer service.
Oversees the development, implementation, and maintenance of appropriate documentation and support programs for end-users.
Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users.
Performs administrative responsibilities for IT, and ensures customer procurement requests for computing hardware, software, or mobile devices are handled efficiently and within SLA's.
Manages the process for the communication of outage/emergency activities to the organization.
Manages vendor relationships as it depends on daily operational needs.
Performs purchase order review and approval/budgeting responsibility.
Reviews survey feedback to improve services, tools and support experience.
Keeps confidential all applicant, client, and verification and company proprietary information.
Supervises department employees, which involves such duties as instructing, assigning and reviewing work, maintaining standards, acting on employee problems, selecting new employees, appraising employee performance, recommending promotions, discipline, termination and salary increases.
Provides daily management and supervision of the assigned Department's Service Support Section.
Monitors and evaluates service support staff performance; coordinates training and development.
Recommends, develops, and implements new work processes as necessary to increase effectiveness and efficiencies in deliver of customer service.
Maintains, reviews, and recommends adequate internal control procedures.
Operates a vehicle and a variety of equipment such as personal computer, fax machine, copier, etc.
Uses computer supplies and office productivity software such as Microsoft Word, Microsoft Excel, Kronos time keeping, etc. based on departmental requirements
May assist the Department Assistant Director or Director in the development of departmental policies.
Performs other related duties as required.

Required Qualifications

Bachelor's Degree in Information Technology or related field with 3 to 5 years of experience in Enterprise Programs, Service Desk and /or Call Center with a Tiered environment, with at least three years of experience managing, mentoring and supervising technical support teams in a public or private environment and demonstrated excellent written and verbal communication skills; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Requires a valid driver's license.

ITIL V3 Foundation certification required for the Department of Information Technology.

Supplemental Information

Knowledge of the methods, policies, and procedures of a City Department as they pertain to the performance of duties of the Service Support Manager.
Knowledge of the policies and procedures, organization and function of the department.
Knowledge of support service and IT support desk policies and procedures.
Knowledge of the principles of supervision, organization, and administration.
Skilled in the use of a variety of help desk software and/or ticketing systems.
Knowledge and experience in using KACE SMA is a plus.
Knowledge and experience in using and administering BeyondTrust remote desktop tool.
Possess at least 2-3 yrs experience in administering Microsoft Intune, Office 365, Microsoft Entra ID and Active Directory.
Ability to direct, supervise, and coordinate the work of subordinate employees.
Ability to exercise independent judgment and initiative in completing assigned tasks.
Ability to interpret policy and procedural guidelines and to resolve problems and questions.
Ability to communicate effectively in oral and written form.
Ability to exercise tact, courtesy and firmness in frequent contact with customers and the general public.
Ability to establish and maintain effective working relationships as necessitated by work assignments.
Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
Ability of speaking and/or signaling people to convey or exchange information. Includes giving instructions, assignments and/or directions to subordinates or assistants.
Ability to read a variety of reports, records, invoices, etc.; to prepare reports, correspondence, purchase orders, accounting reports, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style.
Ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
Ability to record and deliver information, to explain procedures, to follow oral and written instructions.
Ability to communicate effectively and efficiently.