Service Desk Manager

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive., * Manages and directs the work of employees performing a variety of activities associated with the service desk, including incident management, request fulfillment, full lifecycle of mobile and stationary endpoints and peripherals, business/productivity software, and audiovisual components.

• Provides supervision, guidance, and training to assigned staff. Determines ongoing training needs of staff and ensures proper training is provided. Conducts performance evaluations and motivates employees to reach peak productivity and performance; participates in the hiring and disciplinary process. Provides guidance and direction on complex issues. Serves as the highest-level escalation point for a wide range of customer support, desktop support, mobile device support, audiovisual components, and broadcasting equipment service requests. Investigates escalated incidents and ensures incidents are properly managed, resolved, documented, and closed.
• Actively uses IT service management software system and recommends enhancements, upgrades, reports, dashboards, and modifications to ensure effective use of the information system.
• Serves as the incident management practice owner seeking to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Ensures all incidents are logged, prioritized, managed, and resolved within agreed-upon timeframes. Optimizes the management of simple incidents through the use of self-help available in a knowledge base, automation, and standard scripts for first-line agents.
• Works with the problem practice owner throughout the problem lifecycle, including classification, prioritization, and initiation of action, documentation of root causes, and implementation of remedies to prevent future incidents.
• Designs, plans, and manages the computer replacement program, ensuring good user experience.
• Researches, tests, and implements new personal computer and mobile device products, hardware, and software. Makes recommendations for new product purchases to meet current and anticipated needs.
• Monitors service delivery and service level agreements; analyzes service records and agreed-upon service levels, and identifies actions required to maintain or improve service levels. Ensures tracking and monitoring of performance, metrics, and reports are analyzed and issues are resolved.
• Coordinates with the Security Operations Center team to ensure the security of personal computers and mobile devices.
• Prepares detailed project plans for personal computer and mobile device system solutions, including analysis, design, installation, maintenance, repair, and remote system management. Serves as project manager as needed.
• Participates in the management of production audiovisual systems for conference rooms and hearing rooms.
• Performs other duties as required.

Supervision Exercised: This classification requires supervising and monitoring performance for a regular group of employees or unit(s) including providing input on hiring/disciplinary action and work objectives/ effectiveness, performance evaluations, and realigning work as needed. A first-line or second-line supervisor typically performs these tasks.

Supervision Received: Receives administrative supervision. This classification typically performs job duties and resolves conflict according to their own judgment and initiatives, requesting supervisory assistance only when necessary. Special projects are managed with little oversight, and assignments may be reviewed upon completion. Performance reviewed periodically.

Knowledge, Skills & Abilities

• Advanced knowledge of a variety of computer and mobile hardware.
• Advanced knowledge of computer systems and diagnostic methods.
• Advanced knowledge of help desk software and personal computer support processes, tactics, and techniques.
• Advanced knowledge of audio/video system components.
• Advanced knowledge of end-point management, including security patching, imaging, and application deployment.
• Must be an excellent leader, decision-maker, coordinator of critical issues, and maintain a solution focus in a fast-paced environment committed to unparalleled customer experience.
• Must have the ability to communicate effectively with County staff, IT users, vendors, and employees at all levels, both verbally and in writing.
• Must possess strong analytical, troubleshooting skills, and critical thinking skills.
• Must have strong customer service and teamwork skills. Ability to provide excellent customer service.
• Must possess a high level of organizational skills, initiative, and attention to detail.
• Ability to develop, implement, and manage standard operating procedures, processes, and workflows.
• Ability to communicate effectively verbally and in writing in both technical and non-technical terms.
• Ability to supervise and train others; ability to objectively review and evaluate the performance and work of employees.
• Ability to communicate, motivate, and organize projects among a broad spectrum of personnel, frequently under deadline pressure. Ability to perform project planning.
• Maintain regular and punctual attendance.

Required Education & Experience

• Bachelor's degree in computer science, information technology, or closely related field.

• Four years of related professional experience may substitute for the required degree.

• Five years of experience in a fast paced and complex IT service desk/call center operation, including monitoring and managing service desk queues.
• Three years of supervisory or demonstrated leadership experience in an enterprise technology environment, including monitoring, benchmarking, and improving incident, request, and user satisfaction metrics.
• Experience with ITIL-compliant service desk tools to support service desk activities.
• Experience writing, implementing, and managing standard operating procedures, processes, and workflows.
• Project management experience in computer lifecycle programs.

Preferred Education & Experience

• Experience with ServiceNow.
• Experience supporting enterprise-scale end-user computing environments.
• Experience leading endpoint management and device lifecycle programs.
• Experience with automated endpoint deployment, provisioning, and management tools.
• Experience supporting enterprise audio/ video systems and meeting room technologies.
• Experience overseeing user administration, identity management, and access control processes.

Licenses/Certificates

• Must possess and maintain a valid driver's license.
• Must obtain and maintain Criminal Justice Information System (CJIS) Compliance within six months of employment based on regular access to the Sheriff's Office buildings, systems, and/or networks.
• ITIL and HDI certifications preferred.

Pre-Employment Requirements

• Must pass conditional post offer background investigation, motor vehicle record check, drug screen, and physical examination.

Work Conditions

Duties are primarily performed in an office environment and remote work environment dependent upon Department discretion and business needs; some local travel may be required. May be required to lift and move up to 60 pounds. May be required to carry a cell phone and be on-call as needed.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.

This position has an anticipated work schedule of Monday - Friday, with flexible hours between 7:30 AM and 5:00 PM, with occasional weekends and after-hours required. Schedule is subject to change. Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications. Responsible for ensuring the successful operation of the service desk, including incident management and request fulfillment activities, adherence to service level agreements, interfacing with management across all levels, setting outstanding customer service expectations, timely communication, root-cause analysis, performance and process improvement, performance monitoring and reporting, computer replacement and support, mobile device support, and audiovisual support. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

El Paso County will be a trusted regional leader known for excellence in county service delivery.