IT Manager - Infrastructure

Full Job Description

Applications accepted from: ALL PERSONS INTERESTED

Service Line/Section: HPW-IT/End User Services

Reporting Location: 611 Walker St, Houston, TX 77002, USA

Workdays & Hours: Monday - Friday; 8:00 AM – 5:00 PM*

*Subject to Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

The purpose of this position is to lead daily End User Support operations, managing a team to resolve user issues via ticketing systems, phone, and chat, while setting KPIs, coaching staff, handling escalations, ensuring SLA compliance, improving processes (like root cause analysis), coordinating with other IT teams, and bridging communication between users/staff and senior management, focusing heavily on team development and high-quality service delivery.

Responsibilities:

Management: Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, mentoring, and disciplining team members; developing, coordinating and enforcing systems, policies, procedures, and productivity standards. Maintains high performing staff by recruiting, selecting, orienting, and training team members; maintaining a safe, secure, and discrimination-free work environment; developing personal growth opportunities. Establishes strategic goals that support organizational objectives by gathering pertinent business, finance, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.

Operations: Implements service improvements by evaluating trends; anticipating requirements and leading multidisciplinary projects or initiatives; assessing current situation; and using expert knowledge of infrastructure systems and services, best practices and technology. Keeps users informed by preparing performance reports, communicating system status. Determines inefficiencies by conducting periodic audits. Proactively identifies, defines and solves the most complex problems that impact the management and direction of the End User Support operations by using technical expertise and influence. Enhance operational results by identifying information system technologies and developing strategies in planning, tracking, cost management, and technology. Accomplishes financial objectives by forecasting requirements, preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Safeguards assets by planning and implementing disaster recovery and back-up procedures and information security and control structures.

Customer Service: Maintains customer service standards by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures. Completes customer service operational requirements by scheduling and assigning team members, following up on work results. Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system requirements. Assess customer satisfaction
with services by designing and implementing satisfaction surveys; analyzing and interpreting results.

WORKING CONDITIONS
This position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort in a normal office environment.

This is a Department of Houston Public Works Management position at the Tier III Level.

Requirements

EDUCATION

Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.

EXPERIENCE

At least eight (8) years of technology experience supporting IT infrastructure of a department or enterprise IT environment that includes two (2) years supervising a technology team.

LICENSE REQUIREMENTS

None

Qualifications

Preference will be given to those that have the following experience:

• ITIL v4 Foundation or higher certification.

• Experience implementing or maturing ITIL practices such as Incident, Problem, Change, Knowledge, and Asset Management.

• Familiarity with SLAs, OLAs, service catalogs, and operational KPIs.

• Experience improving service desk workflows, request automation, and self-service portals.

• Knowledge of ITSM governance, continual improvement models, and metrics-driven service enhancement.

• Demonstrated ability to drive root cause analysis and develop long-term remediation plans.

**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

Additional Information

APPLICATION PROCEDURES

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.