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.

• 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

• 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)

• 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.