City Of Greeley Service Desk Manager in Greeley, Colorado

Days and hours will vary to include afternoon, evening, and weekend shiftswith mid-week days off, variable hours depending on activities, paid monthly.Job SummaryThe IT Service Desk Manager position manages the Information Technologydepartment's Customer Engagement Division (CED) including technicianswho provide direct end-user technical support and deploy end-user hardware andsoftware. The Service Desk Manager also serves as the primary incidentresponse manager during security events and outages.Experience, Knowledge, SkillsCollege diploma or university degree in the field of computer science and/or5 years equivalent work experience;ITIL Certification;Knowledgeable about service desk ticketing systems and processes, preferablyAtlassian tool sets such as Jira and Confluence;Experience leading a team of technical employees in an ITIL/ITSM environment;High level of technical expertise related to computer hardware, software andperipheral devices;Excellent customer service, communication and troubleshooting skills;Leadership abilities to move team projects forward, share knowledge, andutilize best practices;Ability to analyze processes using metrics for documentation and continuousimprovement purposes;Must possess a valid driver license and good driving history.Essential FunctionsParticipate as a member of the Information Technology department'smanagement team and planning processes;Set and manage annual employee objectives including administration of annualperformance appraisals;Support a culture of excellent customer service in alignment with departmentstrategy;Ensure 24x7x365 technical support by managing schedules of CED staff;Create KPIs to measure quality and efficiency of IT Service Managementprocesses and department maturity level;Set goals to continually improve service delivery and customer satisfaction;Manage continuous improvement projects and measure results;Ensure integrity of service desk tickets;Establish and meet department Service Level Agreements (SLAs);Follow project management processes;Meet commitments to department projects defined by Security,Infrastructure, Business Services and Applications divisions;Advocate and ensure adherence to department procedures, processes andstandards;Work within IT department to define and implement policies and procedures;Serve as incident coordinator during security events and outages;Collaborate with other City departments to help define and report progressagainst SLAs;Consult with city departments regarding procurement, budgets, and priorities;Organizes and define CED team's roles and processes to support departmentstrategy and service level objectives;Independently manage projects in support of continuous improvement objectives;Serve as a coordination point for service desk escalations to ensure properprioritization and customer service.Work Environment and Physical RequirementsWorking Environment:40-hour on-site work week with on-call availability, opportunity for flexschedule;Sitting for extended periods of time;Sufficient dexterity of hands and fingers to efficiently operate a computerkeyboard, mouse, power tools, and other computer components;Work primarily in an office environment.Physical Requirements:Communication skills enough to convey information to staff and end users viatelephone and in person;Operate standard office equipment requiring continuous or repetitivehand/arm movements;Vision enough to interpret computer screens and documents;Ability to lift up to 25 pounds, work in confined spaces;Ability to bend, stoop, and work on a ladder or step stool.