Salary: $84,829.82 - $108,158.01 Annually
Location : Prescott, AZ
Job Type: Full Time - Exempt
Job Number: 202400202
Department: Information Technology Services (ITS)
Opening Date: 06/05/2024
Closing Date: Continuous
Role
Information 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, Responsibilities

Daily 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 Qualifications
Education:
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 BENEFITS
Yavapai 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.
01

Do you have a minimum of five (5) years' experience in IT management, staff development, organizational budgeting, personnel management, or other related fields?

• Yes
• No

02

Do you have a Bachelor's degree in Business Administration, Information Systems, or closely related field?

• Yes
• No

Required Question