IT Manager - Service Delivery - Information Technology (0326)

IT Support Manager

Under general direction performs work of considerable difficulty, is responsible for leading customer and desktop support operations, ensuring reliable IT services, seamless user experiences, and alignment with the County's strategic vision. The role combines technical oversight, team leadership, and continuous improvement to deliver high-quality technology services supporting employees and citizens; performs other duties as assigned. Occasional after-hours work may be required to address urgent issues, perform system maintenance, or implement planned upgrades. Establishing and following best practices for user support and system changes is critical to maintaining operational efficiency. This position also requires close collaboration with other Information Technology support teams to ensure seamless integration and effective problem resolution across different technical areas. This is a 100% on-site position, with occasional opportunity for remote work as required by the department director. This position will require the successful completion of a Criminal Justice Information Services (CJIS) fingerprint and background clearance within 90 days of employment; this must be maintained throughout employment.

Pay for this position is dependent on applicant skills and experience. The hiring range for the position is: $89,145.00 - $102,516.75 Annually.

Typical Duties

• Evaluates technologies and provides both tactical and strategic direction for customer and desktop support including: IT services desk, desktop support, and IT assets
• Supervises, motivates, develops, and evaluates assigned personnel
• Oversees scheduling, training, development, advising, evaluation, reporting and monitoring workflow of technical IT staff
• Establishes and implements procedures, standards for desktop platform, optimum performance and recoverability of these services, problem, change and desktop asset management
• Ensures continuity of systems for departments in order to serve citizens
• Provides technical expertise, mentoring and leadership to desktop system projects, maintenance issues and related support activities
• Serves as focal point for communication and information exchange with end user departments to create technological improvements and solutions
• Identifies opportunities to improve services to the County through use of new products and technologies
• Developing and implementing customer services strategies and technologies
• Oversees the purchase, installation and configuration of equipment inventory
• Works directly with vendors to ensure quality of service for software and hardware systems
• Monitors all anti-virus activity on the domain
• Maintains the Asset Management/Work Request System
• Maintains County-wide inventory of all devices
• Serves as point of contact for all mobile computing devices
• Participates in strategic planning and goal setting
• Provides support for applications through maintenance of documentation, database, inventory and other details
• Participates in budgeting, short and long-range planning, and development of department objectives

Minimum Qualifications

Bachelor's degree in Computer Information Systems, Management Information Systems or closely related field and two years of work experience in programming and systems analysis; OR Associate degree in Computer Information Systems, Management Information Systems or closely related field and three years of work experience in programming and systems analysis; OR Four years of work experience in programming and systems analysis; OR Any equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position.

The Ideal Candidate A creative problem-solver who likes to be challenged, with a demonstrated willingness to take initiative and ability to work independently. The candidate will be responsible for leading and participating in work on multiple projects and must maintain high levels of professional conduct and work quality. This position is exempt from overtime.

Knowledge, Skills and Abilities

Working knowledge of: Leadership and team building skills to direct the activities of individuals and/or groups toward the accomplishment of goals Technical knowledge and understanding of IT functions, technologies, supplies and services including but not limited to mainframe, network, desktop and telecommunications Effective project management practices Long term strategic planning and fiscal/budgetary practices Ability to: Analyze technical end user problems and develop appropriate solutions Plan, initiate, and manage projects from beginning to end, with minimal direction Communicate effectively verbally and in writing to technical and non-technical audiences Establish and maintain effective working relationships Work safely and support the culture of workplace safety Follow written and oral instructions Coconino County is an Equal Opportunity Employer. AmeriCorps, Peace Corps and other national service alumni are encouraged to apply.