IT Service Manager

Under the direction of the Assistant Chief Information Officer, the IT Service Manager oversees citywide IT service delivery, service desk operations, and the City's ITSM system. This position supervises service desk personnel, manages technology assets, leads process improvements, and serves as the primary liaison for escalated issues and technology projects.

EXAMPLES OF WORK

• Direct and manage the service desk staff, including hiring, training, scheduling, performance evaluations, coaching, and ensuring compliance with City policies and safety standards.
• Function as the primary business owner and administrator of the IT ticketing system; establish categories, queues, workflows, escalation rules, SLAs, dashboards, and operational performance metrics (KPIs).
• Analyze departmental business processes to design, standardize, and automate IT workflows, self-service solutions, and system integrations to eliminate manual inefficiencies.
• Enforce consistent procedures for logging and resolving IT incidents, coordinate responses to high-impact outages, and conduct root-cause analyses to resolve recurring technology issues.
• Oversee the end-to-end lifecycle of City-owned hardware and software, including procurement, inventory tracking, deployment, annual computer refresh programs, mobile device management (MDM), and secure data sanitization/disposition.
• Manage account provisioning, access changes, software licensing, and equipment assignments for onboarding, transferred, and offboarding employees in coordination with HR and department heads.
• Provide Tier 2/3 technical support escalation, coordinate with technology vendors and service providers, and support endpoint security management and cybersecurity incident remediation.
• Serve as the primary IT liaison to City departments and elected officials, deliver technology training, and maintain standard operating procedures, user guides, and knowledge-based articles.

Other Important Duties

• Observes all safety rules and procedures.
• Performs other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• IT service management practices, including incident, service request, problem, change, knowledge, service-level, and continuous improvement processes;
• IT service desk and ticketing systems, including workflow configuration, reporting, dashboards, automation, self-service, and performance metrics;
• Business-process analysis, workflow design, automation, standardization, continuous improvement, and methods for improving efficiency;
• IT asset management and technology lifecycle practices, including inventory, deployment, refresh, mobile device management, secure data sanitization, and disposition; and
• Microsoft 365, Windows, endpoints, mobile devices, networks, identity and access management, and cybersecurity principles.

Ability to:

• Manage multiple priorities, meet deadlines, maintain accurate records, adapt to changing conditions, and exercise sound judgment in a high-volume environment;
• Analyze problems and data, identify root causes, establish priorities, and make sound, independent decisions;
• Communicate technical and business-process information clearly and build productive relationships with employees, department leadership, executives, vendors, and the public;
• Translate departmental needs into technology solutions and process improvements, manage customer expectations, and resolve escalated service issues; and

Lead, coach, mentor, and develop staff, delegate work effectively, promote accountability, and resolve conflicts.

Physical Requirements:

Ability to lift and carry equipment weighing up to 50 pounds and perform occasional ladder-related tasks.

ACCEPTABLE EXPERIENCE AND TRAINING

Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field preferred, with five (5) years of progressively responsible experience in IT, service management, technical support, systems administration, or business process improvement, including demonstrated experience supervising or leading technical personnel. Equivalent combinations of education, training, and experience may be considered.

Experience managing an IT service desk or ticketing platform, workflow automation, business process analysis, or IT asset/technology lifecycle management is preferred. Familiarity with IT service management frameworks (ITIL) and relevant certifications (CompTIA, Microsoft, or similar) is also preferred. Experience in municipal government or another public-sector environment is a plus but not required.

CERTIFICATES AND LICENSES REQUIRED

A valid Texas Class C driver's license with an acceptable driving record is required. A TCIC Criminal Justice Practitioner Certificate must be obtained within three (3) months of employment.

-Starting Salary: $33.66/hour
- Position Will Remain Open Until Filled
-The City of Seguin is an "Equal Opportunity Employer" (AA/EOE)
* For the purpose of compliance with the Americans With Disabilities Act (ADA). This job description does not take into account potential reasonable accommodations.