Service Support Manager

Job Overview

Under general supervision, performs supervisory and administrative work of an information technology Service Support section. Manages the performance of Level 1 and Level 2 services and support to staff, ensuring service levels are achieved. Oversees the Technology Service Desk, Project Management, and Public Works GIS program, along with Enterprise programs and Engineering Technician Services. Handles software and hardware procurement, vendor management, and compliance management.

Maintains high‑value customer interactions and meets City requirements.

Reports to the Assistant Director of the Department.

• Oversee all requests, incidents, and problems; manage and coordinate urgent and complicated support issues; act as escalation point.
• Develop and mature phone/ticket escalation processes.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Monitor all service requests to assure that incidents and changes are handled timely and with high‑quality customer service.
• Oversee the development, implementation, and maintenance of appropriate documentation and support programs for end‑users.
• Develop and maintain knowledge base, FAQs, tutorials, help guides, and other educational and training materials.
• Perform administrative responsibilities for IT and ensure procurement requests for computing hardware, software, or mobile devices are handled efficiently within SLAs.
• Manage the communication process for outage/emergency activities.
• Manage vendor relationships according to daily operational needs.
• Perform purchase order review and approval/budgeting responsibility.
• Review survey feedback to improve services, tools, and support experience.
• Maintain confidentiality of all applicant, client, and proprietary information.
• Supervise department employees: instruct, assign, review work, maintain standards, handle employee problems, select new employees, appraise performance, recommend promotions, discipline, termination, and salary increases.
• Provide daily management and supervision of the department’s Service Support Section.
• Monitor and evaluate service support staff performance; coordinate training and development.
• Recommend, develop, and implement new work processes to increase effectiveness and efficiencies in delivering customer service.
• Maintain, review, and recommend adequate internal control procedures.
• Operate a vehicle and a variety of equipment such as personal computer, fax machine, copier, etc.
• Use computer supplies and office productivity software such as Microsoft Word, Microsoft Excel, Kronos time‑keeping, etc. based on departmental requirements.
• Assist the Department Assistant Director or Director in the development of departmental policies.
• Perform other related duties as required.
• Exercise tact and courtesy in frequent contact with customers and the general public.

• Bachelor’s Degree in Information Technology or related field with 3 to 5 years of experience in Enterprise Programs, Service Desk, or Call Center with a Tiered environment.
• At least three years of experience managing, mentoring, and supervising technical support teams in a public or private environment.
• Demonstrated excellent written and verbal communication skills.
• Valid driver’s license.
• ITIL V3 Foundation certification required.
• Equivalent combination of training and experience that provides the required knowledge, skills, and abilities is acceptable.

• Knowledge of City department methods, policies, and procedures related to the Service Support Manager duties.
• Knowledge of department policies, procedures, organization, and function.
• Knowledge of support service and IT support desk policies and procedures.
• Knowledge of supervision, organization, and administration principles.
• Skilled in the use of a variety of help desk software and/or ticketing systems.
• Knowledge and experience in using KACE SMA and beyond
  
  Trust remote desktop tool.
• Experience administering Microsoft Intune, Office 365, Microsoft Entra , and Active Directory (2–3 years).
• Ability to direct, supervise, and coordinate the work of subordinate employees.
• Ability to exercise independent judgment and…