End-User Computing Manager

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.

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…