End-User Computing Manager

Full Job Description

Position is responsible for the overseeing the 24x7 service desk, deskside, PC refresh and IT asset management operations and the IT Service Management tool. Manager is responsible for setting policy and defining processes and procedures for the service desk, deskside and IT asset management teams as well as ensuring adherence to said policies, processes, and procedures. Manager will also ensure the configuration of the IT Service Management tool is aligned to City-County policies, processes, and procedures. The End-User Computing Manager oversees operations including, but are not limited to, supporting all the 7,500+ laptops/desktops, 400+ printers, scanners, and plotters; hundreds of other devices including tablets, smartphones, projection devices, 3,500+ monthly Service Desk calls; 1,000+ monthly IMACs; desktop software applications deployment; image development, packaging, and deployment; and desktop patching services. This position is also responsible for the interconnectivity and integration between all desktop, SaaS & hosted software applications, enterprise devices (such as desktops, laptop, printer, etc.) and the City-County network. IT Service Management environment manages incidents, problems, changes, the configuration management database, and the customer procurement process for the Information Services Agency (ISA).

The incumbent will ensure the Information Services Agency (ISA) delivers a reliable, available, and secure service desk infrastructure. The wide scope of business needs served across City-County agencies by the workplace services teams requires a manager with strong leadership skills who can navigate the distribution of finite resources to address competing customer projects while maintaining a healthy working relationship with ISA’s Infrastructure and Operations services provider(s) and holding contractors accountable to clearly defined Service Level Agreements. Key areas of focus include the need to develop robust and collaborative relationships with each of the business divisions, and position the ITSM tool, service desk, deskside and IT asset management teams support and drive a digital transformation agenda. In practice, this will require attention to transforming IT service management (ITSM) with a more agile approach in parallel with the lean culture developing elsewhere. Product families will become more prominent, requiring the development of warm skills and a strong dose of emotional intelligence, along with the ability to successfully manage across different functions and organizations. There is a necessity to gain a real understanding of how the business organization works, and what their business drivers and issues are and how they fit into ISA’s (and the City-County’s) IT Strategic Plan.

The ideal candidate will have solid technical experience, strong project management acumen and excellent vendor management skills, in addition to a superior, service-oriented approach to workplace operations. This individual is responsible for operational and service management processes to ensure that quality, efficiency, and agility goals are achieved. Incumbent contributes to the development and execution of the enterprise-wide IT strategy set by the Chief Information Officer. Incumbent is required to exercise considerable independent judgment when there are no available policies and procedures. Errors in judgment may cause inconsistencies, inconveniences and/or technology outages which can negatively affect all City-County employees. Errors in judgment may also affect the fiscal and personnel resources of the department. Position reports to the COO.

Agency Summary
The purpose and mission of the Information Services Agency provides information technology services to the city and county. It helps each of the city and county agencies and departments achieve their mission through technology solutions. Information Services Agency aligns its objectives with the business of city and county partners to provide accessible and reliable services to local citizens, businesses, and visitors. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Equal Employment Opportunity
The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Requirements

• Leads the service desk, deskside and IT asset management teams to support the IT operations environment
• Understands all ISA processes to ensure IT Service Management (ITSM) tool is properly aligned with ISA policies and procedures
• Serve as the escalation point for service desk, deskside service and IT asset management teams for problem, incident, request, and resolution activities
• Monitor and track Service Level Agreements (SLAs) for the service desk, deskside and IT asset management teams, and report to ISA leadership
• Ensures Key Performance Indicators (KPIs) are met by the service desk, deskside and IT asset management teams
• Works with the IT executive leadership and management teams on the service portfolio and governance required to prioritize resources, including budget
• Acts as a trusted advisor and builds and maintains relationships with other IT leaders and business executives to develop a clear understanding of business needs. Ensures cost-effective delivery of IT services to meet those needs and is able to respond with the agility required to address changing business priorities
• Defines, develops, and manages a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines, and related toolsets
• Leverages influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals
• Develops and implements annual goals and strategies, addresses enterprise needs, and compares operations to industry best practices (e.g., ITIL, HDI, etc.)
• Ensures all incidents, events and problems are properly documented and monitors the Root Cause Analysis (RCA) process for all service desk, deskside and IT asset management problems requiring RCA action
• Represents changes in the Change Advisory Board (CAB) meetings for the service desk, deskside and IT asset management teams
• Ensures service desk, deskside and IT asset management changes are conducted, managed, and communicated properly
• Represents changes in the CAB meetings for the ITSM software function
• Ensures ITSM software changes are conducted, managed, and communicated properly
• Work closely with Business Services and technical teams to facilitate and navigate complex customer relationships and provide technical end-user computing solutions.
• Responsible for serving as the strategic interface for the purpose of business/IT strategy development, solutions discovery, service management, risk management and relationship management for the service desk, deskside. IT asset management & ITSM teams
• Responsible for leading the development, implementation, sustainment, and continuous improvement in ITSM processes
• On call 24x7x365 for off hours support, change implementations and other work assignments
• Will have supervisory responsibility involving staffing, conducting performance appraisals, training, and developing team members, promotions, salary increases, terminations, and disciplinary actions, etc.
•Must maintain confidentiality at all times.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.

Qualifications

Minimum Job Requirements and Qualifications
Bachelor’s Degree in Computer Science, Information Systems, Information Technology or a related field or equivalent work experience. Ten (10) to (15) years of progressive IT work experience with at least 10 years’ experience in a Service Desk, Call Center, Deskside and/or IT asset management services in large environments (1000+ user). Demonstrated experience implementing methodologies to improve first call resolution, managing customer expectations, and building strong internal relationships. Strong working knowledge of peripherals & desktop and laptop protocols. Strong working knowledge with Windows 7 and 10 Operating Systems and Microsoft Office 365, including supporting Outlook messaging issues. Strong working knowledge of monitoring practices for Windows technologies, desktop software applications and hardware. Strong working knowledge of installing and configuring complex software applications and to provide support for upgrades and enhancements. Strong working knowledge in analyzing, managing, expediting, and resolving issues with timely customer follow up. Strong working ability to perform analysis, define new processes and help facilitate new technology initiatives. Ability to document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. Ability to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment. Strong working knowledge of end-user computing anti-virus technologies and industry best practice standards. Experience with ticket analysis, metric analysis, and key performance indicators for service desk operations. Proven ability to work in a highly customer visible team environment, especially with diverse technologies and user groups. Excellent verbal, written communications, and interpersonal skills.

Preferred Job Requirements and Qualifications
Service Desk, Deskside or IT asset management certifications preferred (HDI, ITIL, MCITP, MCDST, MCSE, CITAM, etc.) Strong working knowledge of IT Service Management software, ServiceNow preferred. Working knowledge of image management and patching technologies, Microsoft Systems Center preferred. Strong working knowledge of Asset Management processes and methodologies, ITIL preferred.