IT Technical Support Manager

Requirements

MOS CODES: NONE

Education and Experience : Bachelor's Degree or higher in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of progressively responsible technical experience within a help desk and/or support service environment and two (2) years of supervisory or lead experience or an Associate's Degree in Computer Information Systems, Microcomputer Technology or a related field, and ten (10) years of progressively responsible technical experience within a help desk and/or support service environment and two (2) years of supervisory or lead experience.

Licenses and Certificates: Valid Texas Class "C" Driver's License or equivalent issued by another state by the time of appointment.

Special Requirements: Applicants for positions assigned to the Department of Information Technology Services must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of appointment and maintain CJIS eligibility. CJIS requirements are related to system access and the following list of convictions and/or deferred adjudications will result in failure of the CJIS background check and disqualification and/or termination of employment; Felony convictions, Felony deferred adjudication, Class A or B Misdemeanor deferred adjudication, Class A or B Misdemeanor convictions, and/or open arrest warrants for any criminal offense (Felony or Misdemeanor), and family violence convictions.

General Purpose

Under general direction, manages and oversees the day-to-day operations of the IT Tier II support and ticketing systems, ensuring timely and effective resolution.

Typical Duties

Managing a team of technical support specialists responsible for supporting desktop computers, laptops, and peripherals; mobile devices; surveillance systems, access control, software installations and other areas of support. Ensures all hardware, software and peripheral devices are operating on the most current release versions, and that updates and equipment are fully tested before implementation. Works with IT teams to manage and maintain IT assets according to established IT asset management and cybersecurity policies and procedures. Coordinate and manage various special and recurring projects, maintaining project timelines. Developing and optimizing technical support processes to meet goals and KPIs.

Coordinate and prioritize the resolution of IT support requests and incidents, ensuring timely and efficient response times. Involves: Establish and maintain incident and problem management processes to effectively respond to and resolve IT issues. Coordinate with technical teams to investigate root causes, implement corrective actions, and prevent future incidents. Ensure that incidents are properly identified, prioritized, resolved, and documented in a timely manner Ensure that requests are handled in accordance with established policies and procedures. Maintain high levels of customer service quality and availability. Track and analyze trends in Support Services requests and generate statistical reports. Assess the need for systems reconfigurations based on trends and make recommendations to IT staff and management.

Collaborate with IT teams and vendors to resolve issues, optimize service delivery, and implement cost-effective solutions to improve overall IT support services. Communicate IT service performance, project updates, and upcoming changes to stakeholders in a clear and concise manner. Collaborate with senior management to allocate resources effectively.

Supervise assigned subordinates. Involves: scheduling, assigning, instructing, guiding checking, and evaluating work; arranging for or engaging in employee training and development; enforcing personnel rules and regulations, standards of conduct, work attendance, and safe work practices; counseling, motivating, and maintaining harmonious working relationships among subordinates; recommending staffing and employee status changes; interviewing applicants.

General Information

To view the complete job specification, click here .

Note: This is an unclassified contract position.

Note: Applicants with a foreign degree must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.

Note: Applicants are encouraged to apply immediately. ?This position will close when a preset number of qualified applications have been received.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.?

To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application’s employment history. ?We do not use any information on your resume to review if you meet the minimum qualifications for this position. ?

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

Determined by agreement

Closing Date/Time: Continuous

• 

• City of El Paso

• 915-212-1244

Show more