Client Services and Operations Lead Manager

Client Services And Operations Lead Manager

The City of San Jos is recruiting for a Client Services and Operations Lead Manager in the Infrastructure Division of the Information Technology (IT) Department. The position is a senior-level technical manager who will be responsible for overseeing and managing all the teams and services for endpoint management, Help desk operations, and Enterprise IT procurements. This position is responsible for maintaining a high service delivery metric for endpoint support and connectivity, strategizing technology solutions to modernize and optimize endpoint management and ensure the delivery of excellent end-user support. In addition, this position will be responsible for leading large-scale enterprise projects and will supervise a team of Network Technicians, Enterprise Information Technology Engineers, and mid-level service delivery managers.

The City of San Jos believes in the model of utilizing technology as a means for increased optimization as well as cost savings. Recently, the City has moved toward cloud-based services to host infrastructure services such as storage and Office 365 and has centralized tools and automation to enforce standardization using System Center Configuration Manager and Airwatch. There is a need for highly skilled, technical hands-on leadership, oversight, and technical project management as the City continues to look to modern technology to improve its operations and processes. This position is responsible for ensuring high customer service delivery metrics are met or exceeded and will lead technical teams through project review, configuration, and implementation of new technology and will develop and improve IT operation policies, procedures, standards and governance models that fit the enterprise. The position is also responsible for overseeing Citywide technology procurements and inventory control, as well as leading enterprise procurements for new Client Services specific technologies. The ideal candidate must be able to work in a fast-paced dynamic environment and be very comfortable with multitasking, making strategic and operational decisions, leading and overseeing large-scale projects, responding to potential security incidents, and directing teams performing day-to-day system administration and troubleshooting. The position demands a proven ability to troubleshoot and resolve complex technical issues with limited resources. Being a team leader and a team player, as well as having a positive attitude are essential to this position.

Duties may include but are not limited to:

• Planning IT Client Operations strategies, which includes equipment replacement, five-year roadmaps, and centralized automation tools and services.
• Managing the City's enterprise client infrastructure, which includes desktop Windows imaging using System Central Configuration Manager (SCCM) and other imaging tools, end-device security using Trend Micro Deep Security or Microsoft Defender, Modern device management using Intune or Workspace One, Virtual Desktop Infrastructure (VDI) using Horizon View or Azure Virtual Desktop, and any other client device configuration.
• Managing day-to-day service operations including desktop applications and services, such as Multi-Function Device services, Multi-Factor Authentication distribution, Unified Communications services (Zoom, Teams) and the M365 suite.
• Managing user accounts and Group Policy Objects in Windows Active Directory 2008 R2 or later.
• Managing teams of mid-level managers, Enterprise IT Engineers, Network Technicians, and Interns.
• Leading client-related security incidents such as virus outbreaks, system intrusion, etc. and performing Root Cause Analysis and implementing measures to prevent future incidents.
• Providing technical leadership and mentoring to mid-managers and engineers.
• Managing employee work plans, growth opportunities and performance appraisals.

The actual salary shall be determined by the final candidate's qualifications and experience. In addition to the starting salary, employees in the Enterprise Principal Technology Analyst (EPTA) classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.