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:

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.

Education & Qualifications:

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.

Preferred Experience:

Familiarity with ITIL frameworks and ITSM platforms.
Experience managing IT procurement and vendor relationships.
Background in municipal or public-sector IT environments.

Why Us:

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.

Benefits and Perks:

$150,000 – $160,000 annual salary (DOE)
Full health, vision, and dental coverage
Additional benefits to be discussed during the application process

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.

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Senior Manager, IT Technical Services (4438)

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