Sr. Manager, IT Technical Services (Help Desk / Service Desk Manager) (Ventura County)

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 (Help Desk / Service Desk Manager)

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 :

Minimum Qualifications

Education :

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

Highly Preferred :