IT Manager - Service Delivery - Information Technology (0826

Under general direction, leads the County’s Service Delivery Division and is responsible for the quality, reliability, and continual improvement of customer-facing technology services. This position provides strategic and operational leadership for the IT Service Desk, desktop and endpoint support, device lifecycle management, IT asset management, customer engagement, conference room technology, employee onboarding, and related service delivery functions.

The IT Manager of Service Delivery serves as a champion for modern IT Service Management (ITSM), customer experience, and operational excellence. The position establishes and matures ITIL-aligned practices; uses service data and customer feedback to improve performance; and works across Information Technology divisions to ensure services are secure, consistent, measurable, and aligned with County priorities.

This role regularly partners with department leaders, elected offices, employees, vendors, and technical teams to understand business needs, communicate service expectations, resolve complex issues, and strengthen trust in County technology services. Occasional after-hours work may be required for urgent incidents, planned maintenance, system upgrades, public meetings, or other operational needs.

This role offers the opportunity to shape how technology services are delivered across a diverse local government organization. Improvements made by the Service Delivery team help County employees serve residents, support public safety and emergency response, conduct elections, deliver health and human services, maintain public infrastructure, and provide many other essential services. The successful candidate will join a collaborative IT leadership team focused on secure and reliable operations, customer engagement, modernization, accountability, professional growth, and continual improvement.

This is an in-office position. Limited remote work may be authorized on an occasional basis, subject to operational needs, and requires prior approval from the Deputy Chief Information Officer or Chief Information Officer.

Background Requirement: This position will require the successful completion of a Criminal Justice Information Services (CJIS) fingerprint and background clearance within 90 days of employment, this must be maintained throughout employment.

• Leads the County's IT Service Management (ITSM) program by establishing, governing, measuring, and continually improving ITIL-aligned service management practices, including Incident, Request, Problem, Change, Knowledge, and Asset Management.
• Establishes service ownership, operating standards, escalation paths, and continual improvement priorities based on service performance, customer feedback, operational risk, and County priorities

• Serves as a primary relationship manager and trusted advisor for County departments, elected offices, and employees regarding end-user technology services
• Promotes a customer-first culture focused on clear communication, timely acknowledgement, ownership, warm handoffs, and follow-through

• Establishes and monitors service level agreements (SLAs), key performance indicators (KPIs), and operational dashboards
• Uses measures such as first contact resolution, mean time to resolve, ticket backlog, reopen rate, customer satisfaction, change success, endpoint compliance, and asset accuracy to evaluate performance and identify improvement opportunities
• Presents service performance, customer trends, risks, accomplishments, and recommendations to IT leadership and County stakeholders

• Supervises, mentors, coaches, and evaluates assigned personnel while fostering a culture of collaboration, accountability, learning, and exceptional customer service
• Builds team capability in ITSM practices, technical support, documentation, communication, problem solving, and customer engagement

• Identifies opportunities to streamline service delivery through workflow automation, self-service, knowledge-centered support, standardized request forms, and AI-assisted tools where appropriate and approved
• Improves the quality and accessibility of technical documentation, customer…