RoleInformation Technology Services has a management position for a highly skilled and experienced Service Desk Manager to join our dynamic team!Our ideal candidate for this senior level management position will have direct experience in the following areas:
Oversight and management of a customer-centric IT support team and records management operation; utilizing enterprise ticketing systems such as ServiceNow or equivalent; leveraging service delivery methodologies such as ITIL/ITSM.
Review the full classification specification for Technology Unit Manager.
Major Duties, ResponsibilitiesDaily activities will include, but not limited to:
- Manage IT staff to efficiently deliver first level and second level customer support services.
- Ensure that all processes are thoroughly documented through Standard Operating Procedures (SOPs) and consistent with policies and standards.
- Coordinate and manage customer satisfaction with all relevant stakeholders.
- Create effective service support metrics for all customers and Key Performance Indicators (KPIs) for all services and internal staff.
- Instill a culture of a shared goal and vision, where every team member is aware of and accountable for continuous improvement and delivering their best customer service.
- Be a part of a collaborative management team.
- Contribute to and champion departmental mission, vision, and goals.
Minimum QualificationsEducation: Bachelor’s Degree in Information Systems or closely related field.
Experience: A minimum of five (5) years of experience in IT management, staff development, organizational budgeting, personnel management, and/or related field(s). An equivalent combination of directly related work experience and education may substitute for the degree requirement on a year-per-year basis.
Additional Requirements:Must possess a valid Arizona driver’s license.
EMPLOYEE BENEFITSYavapai County Government offers a comprehensive employee benefits package to
Full-Time employees working 30 or more hours per week that includes but is not limited to:
• 10 Paid Holidays Per Year
• Annual Leave
• Employee Assistance Program (EAP)
• Health Care Insurance - Medical, Dental, Vision
• Life Insurance
• Long-Term & Short-Term Disability
• Retirement Plans
• Sick Leave
• Tuition Reimbursement Program
ELECTIVE COVERAGE• 457 Deferred Compensation Program
• Dependent Health Care Insurance - Medical, Dental, Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Short-Term Disability
• Supplemental Life (for employees & dependents)
PLEASE NOTE• Part-Time , Temporary and Seasonal employees accrue Sick Leave based on hours worked.
• Part-Time employees have limited benefits available.
• Temporary and Seasonal employees are not eligible to accrue Annual Leave.
Click here to view our benefits summary.Closing Date/Time: Continuous
