What are the responsibilities and job description for the IT Desktop Support Manager position at City and County of Denver?
About Our Job
Who We Are
With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.
We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.
The Technology Services Department (TS) of the City and County of Denver use state-of-the-art technologies and methodologies to deliver and improve the systems, applications, and operations to our customers. Technology Services supports the people, agencies, and ideas that make the City and County of Denver a world-class city. The city offers a unique opportunity to work with a diverse business and technology environment on a large scale as we employ more than 13,000 people, of which 9,000 are daily technology consumers in support of a diverse population over 700,000 Denverites.
What We Offer
The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $143,361.00 - $164,712.00/year, based on education and experience. We also offer generous benefits for full-time employees which includes but is not limited to:
The City and County of Denver supports a hybrid workplace model. Employees work where needed, at a job site several days a week and off-site as needed. Employees must work within the state of Colorado on their off-site days.
What You’ll Do
As the Desktop Support Manager, you will play a critical role in leading a team of up to 15 desktop support technicians. Each of these technicians is responsible for troubleshooting and resolving desktop support tickets for 50 agencies and 15,000 workstations across the City and County of Denver while also delivering exceptional customer service. Working in a highly collaborative environment, you will actively engage with internal IT leaders to ensure technology not only works as expected through our well-established Incident and Problem Management processes but also improve operational performance for our customers through innovation and continual process improvement. In addition, you will serve as a business liaison, meeting with agency leads on a regular basis to better understand their technology needs and ensure we are exceeding their expectations.
Responsibilities
This position is expected to stay open until February 7th. Please submit your application as soon as possible and no later than February 7th at 11:59 p.m. MST.
About Everything Else
Job Profile
CI2787 IT Manager
To view the full job profile including position specifications, physical demands, and probationary period, click here.
Position Type
Unlimited
Position Salary Range
$122,009.00 - $207,415.00
Starting Pay
$143,361.00 - $164,712.00/year, based on education and experience
Agency
Technology Services
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact Jobs@Denvergov.org with three business days’ notice.
Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.
For information about right to work, click here for English or here for Spanish.
Who We Are
With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.
We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.
The Technology Services Department (TS) of the City and County of Denver use state-of-the-art technologies and methodologies to deliver and improve the systems, applications, and operations to our customers. Technology Services supports the people, agencies, and ideas that make the City and County of Denver a world-class city. The city offers a unique opportunity to work with a diverse business and technology environment on a large scale as we employ more than 13,000 people, of which 9,000 are daily technology consumers in support of a diverse population over 700,000 Denverites.
What We Offer
The City and County of Denver offers a competitive salary commensurate with education and experience. The salary range for this position is $143,361.00 - $164,712.00/year, based on education and experience. We also offer generous benefits for full-time employees which includes but is not limited to:
- A guaranteed life-long monthly pension, once vested after 5 years of service
- 457B Retirement plan
- 132 hours of PTO earned within first year 11 paid holidays, 1 personal holiday and 1 volunteer day per year
- Competitive medical, dental and vision plans effective within 1 month of start date
The City and County of Denver supports a hybrid workplace model. Employees work where needed, at a job site several days a week and off-site as needed. Employees must work within the state of Colorado on their off-site days.
What You’ll Do
As the Desktop Support Manager, you will play a critical role in leading a team of up to 15 desktop support technicians. Each of these technicians is responsible for troubleshooting and resolving desktop support tickets for 50 agencies and 15,000 workstations across the City and County of Denver while also delivering exceptional customer service. Working in a highly collaborative environment, you will actively engage with internal IT leaders to ensure technology not only works as expected through our well-established Incident and Problem Management processes but also improve operational performance for our customers through innovation and continual process improvement. In addition, you will serve as a business liaison, meeting with agency leads on a regular basis to better understand their technology needs and ensure we are exceeding their expectations.
Responsibilities
- Manage desktop support services ensuring internal and external processes are being followed and escalations are resolved in an effective and timely manner.
- Develop methodologies for delivering service improvements and track/publish/present progress to leadership on a regular basis.
- Analyze current support structure to apply and lead process improvements and provide recommendations for improvement.
- Communicate with external customers and suppliers to resolve technical and business issues.
- Ensure desktop support technicians understand and comply with the activities associated with the successful lifecycle management of laptops/desktops.
- Provide day-to-day coaching and guidance to team members towards meeting operational excellence.
- Develop and implement individualized training plans including specific job-related training, cross-training opportunities, and other approaches to provide opportunities for staff growth and development.
- Maintain professional and technical knowledge by attending appropriate educational workshops.
- Prepare and present technical presentations.
- Experience in leading people and projects; significant team leader experience.
- A positive, self-motivated disposition and can complete tasks independently while keeping leadership up to date on progress and/or challenges.
- Strong understanding of service operations, primarily around desktop support services.
- Proven IT analytical and troubleshooting skills along with attention to detail.
- Previous software and desktop support experience preferred.
- Good organizational and multi-tasking skills and the ability to prioritize accordingly.
- Strong communication skills, in both verbal and written form.
- Education requirement: Bachelor's Degree in Computer Science, Mathematics, Business, or a related field.
- Experience Requirement: Three (3) years of professional level information technology work.
- Education/Experience Equivalency: One (1) year of the appropriate type and level of experience may be substituted for each required year of post-high school education.
- Additional appropriate education may be substituted for the minimum experience requirements.
- License/Certifications: Must obtain Criminal Justice Information Services (CJIS) clearance within the probationary period.
This position is expected to stay open until February 7th. Please submit your application as soon as possible and no later than February 7th at 11:59 p.m. MST.
About Everything Else
Job Profile
CI2787 IT Manager
To view the full job profile including position specifications, physical demands, and probationary period, click here.
Position Type
Unlimited
Position Salary Range
$122,009.00 - $207,415.00
Starting Pay
$143,361.00 - $164,712.00/year, based on education and experience
Agency
Technology Services
The City and County of Denver provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
It is your right to access oral or written language assistance, sign language interpretation, real-time captioning via CART, or disability-related accommodations. To request any of these services at no cost to you, please contact Jobs@Denvergov.org with three business days’ notice.
Applicants for employment with the City and County of Denver must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.
For information about right to work, click here for English or here for Spanish.
Salary : $122,009 - $207,415
