IT Support Services Manager

Job Description

Performs highly responsible technical, administrative, and managerial duties supervising the daily activities of the support services team. Areas include laptop and desktop maintenance and support, telephone support, and associated administration. Responsible for planning, budgeting, coordinating, and controlling personnel, material and physical resources to ensure end users receive appropriate assistance. Contributes to problem resolution by providing in‑person, hands‑on support to end users.

• Manages procedures related to identification, prioritization and resolution of end‑user incidents and requests, including troubleshooting and resolution of issues for most calls.
• Coordinates computer service desk functions, software and hardware troubleshooting, and low‑to‑mid‑level infrastructure problems.
• Monitors staff and user problem resolution to ensure optimum user‑system performance.
• Tracks all incoming work requests, incident tickets and status checks via a ticketing system, ensuring proper logging, troubleshooting and timely resolution.
• Escalates tickets with proper documentation to relevant IT groups as needed.
• Implements best practices for technical support such as first‑call resolution, escalation, total impact training and support metrics tracking and reporting.
• Builds and maintains trusted relationships with city departments, reduces unexpected interruptions by notifying stakeholders of outages and coordinating significant outages across departments.

• Associate’s degree in Computer Science, Management and Information Systems (MIS) or closely related field and 2 years in a lead customer‑facing role, OR 4 years of experience in a lead customer‑facing role.

DOQ

The City of Galveston is an equal opportunity employer and will consider only the qualifications of the applicants. The City does not tolerate any form of discrimination based on race, color, religion, sex, age, national origin or physical/mental disability in employment or provision of services.