Technology Unit Manager/Service Desk Manager - ITS (Prescott)

Information Technology Services has a management position for a highly skilled and experienced Service Desk Manager to join our dynamic team!

Our ideal candidate for this senior level management position will have direct experience in the following areas:

Oversight and management of a customer-centric IT support team and records management operation; utilizing enterprise ticketing systems such as ServiceNow or equivalent; leveraging service delivery methodologies such as ITIL/ITSM.

Review the full classification specification for Technology Unit Manager.Daily activities will include, but not limited to:

• Manage IT staff to efficiently deliver first level and second level customer support services.

• Ensure that all processes are thoroughly documented through Standard Operating Procedures (SOPs) and consistent with policies and standards.

• Coordinate and manage customer satisfaction with all relevant stakeholders.

• Create effective service support metrics for all customers and Key Performance Indicators (KPIs) for all services and internal staff.

• Instill a culture of a shared goal and vision, where every team member is aware of and accountable for continuous improvement and delivering their best customer service.

• Be a part of a collaborative management team.

• Contribute to and champion departmental mission, vision, and goals.

Education:

Bachelor's Degree in Information Systems or closely related field.

Experience: 

A minimum of five (5) years of experience in IT management, staff development, organizational budgeting, personnel management, and/or related field(s). An equivalent combination of directly related work experience and education may substitute for the degree requirement on a year-per-year basis.

Additional Requirements:

Must possess a valid Arizona driver's license.