Senior Manager, IT Technical Services
: Job Details :

Senior Manager Of It Technical Services

Early submissions are encouraged as applications will be reviewed on a regular and ongoing basis. This position may close at any time.

As part of the City of Oxnard IT Infrastructure organization and reporting to the Director of IT Infrastructure and Security, the Senior Manager of IT Technical Services, is responsible for the day to day operations of the city's IT Service Desk and Customer Support. This role ensures and maintains 'best in class' service to the city's employees and public safety. The Senior Manager, IT Technical Services will oversee technical resources, establish processes and maintain service excellence. Duties include supervising IT support to departments and programs within the City.

What You'll Do:

• Monitor and ensure timely resolution of tickets, including incident and service requests by improving IT support efficiencies and correctly prioritizing and managing the tickets. Create realistic SLAs to maintain efficiency, customer satisfaction and IT team productivity.
• Analyze aging of tickets and provide key metrics including Average Ticket Age, Distribution, and Time to Resolution.
• Supervise, manage and schedule service desk operations including task assignments as well as performing performance evaluations.
• Responsible for staff productivity and their time tracking and management of priorities.
• Responsible for the creation and maintenance of desktop and mobile computing standards.
• Responsible for the procurement, implementation, support and maintenance of City owned desktops/laptops and mobile devices including cell phones, iPADs and Mobile Dispatch Computers (MDC).
• Act as the escalation point for unresolved issues and provide managerial support for complex issues.
• Develop and manage on-call schedules to ensure 24*7 support to the customers.
• Ensure documentation is current with systems, standard operating procedures and processes.
• Foster partnerships with other IT groups as an integral part of meeting the City of Oxnard's technology needs.
• Conduct regular satisfaction surveys and engage in improvements based on feedback.
• Provide continuous support and mentorship to the Service Desk team ensuring they have access to internal and external service I.T. training programs.
• Ensure documentation is current with systems, standard operating procedures and processes.
• Foster partnerships with other IT groups as an integral part of meeting the City of Oxnard's technology needs.
• Conduct regular satisfaction surveys and engage in improvements based on feedback.
• Develop and maintain IT service management (ITSM) processes as governed by ITIL best practices.
• Work with other IT Infrastructure groups to implement and maintain Single Sign-On(SSO), Multi-Factor Authentication (MFA), and other access control mechanisms.

Payroll/Classification Title: Information Technology Officer I

Distinguishing Characteristics: The Information Technology Officer I is the journey level class for the Information Technology Officer series. This class is tasked with managing City resources and contract staff to oversee assigned systems projects and initiatives.

Supervision Received/Exercised: Receives general supervision from the Deputy Chief Information Technology Officer, Chief Information Officer and/or higher level management. Exercises supervision over City staff and contract staff in the assigned function area.

Work Schedule: The normal work week is Monday through Thursday 8:00am to 6:00pm and alternating Fridays 8:00am to 5:00pm. Depending on area of assignment staff may be assigned to a shift that is outside the standard work hours. This position may be required to be available to work additional hours in response to peaks in workloads and changes in department needs. The standard work environment varies depending on assignment but is typically either primarily in an office setting or out in the field. The City does not offer hybrid or remote work.

Please note: The Information Technology Department supports public safety personnel including the Police Department. Therefore, as part of the selection process, applicants will be required to successfully complete a thorough background investigation, which includes a polygraph exam.

Essential Functions: This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the Department.

• As assigned, oversee the conduct of and supervision of staff including conducting performance evaluations and implementing training, and hiring, discipline and termination procedures
• Reviews system functionality, service support operations, and overall performance of assigned technology area in meeting requirements; analyzes and provides recommendations for performance and process enhancements and overall optimization of technology.
• Provides oversight of and plans, analyzes, designs, implements and/or maintains assigned technology systems, support operations and related projects
• Take action in the full range of formal personnel activities, and provide contract oversight in conjunction within the Information Technology Department.
• Plans, coordinates and supports the implementation of new and assigned existing systems, system modifications and/or the discontinuation of existing systems and related equipment.
• Participates in the development, administration and evaluation of assigned budget; monitors budget compliance and expenditures; recommends and implements budget adjustments
• Prepares and oversees the development of technical documentation, policies/procedures, proposals, process flows, training materials, performance reporting, presentations, correspondence and/or other documentation in support of assigned programs/projects/processes/functions.
• Monitors and reports on performance indicators and service levels.
• Performs other duties of a similar nature and level as assigned.

Minimum Qualifications: The following are the minimum qualifications necessary for entry into the classification:

Education: A Bachelor's Degree from an accredited college or university with major coursework in Computer Science, Information Systems, Electronics Engineering, Voice/Data Communications, Public/Business Administration or a related field.

Experience: Possession of the equivalent of five (5) years of progressively IT Service experience with responsibility for planning, organizing and implementing information system programs and projects, including two (2) years of supervisory experience in a technical services management role. Must have in depth experience and understanding of IT Service Desk operations and problem solving. Experience in implementing and managing comprehensive service desk tools that support ITSM, including asset tracking for all PC hardware and software, device imaging and incident and problem management. Proven experience establishing SLA-based metrics including response and resolution times. Proven track record of managing the troubleshooting of desktop and ancillary equipment issues, including the ability to conduct root cause analysis. Experience in managing vendor supplied Multi-Function printers across business units and departments.

Highly Preferred:

• Experience in working for a municipality and public safety.
• Working knowledge of Microsoft M365 and Google G Suite.
• Manage deployment and support of Internet Browsers such as Chrome, Firefox and Internet Explorer/Microsoft Edge.
• Technical experience with Directory Services including Active Directory, and Azure or similar.
• Working knowledge of Crowdstrike including deployment and support.
• Experience in managing the support of mobile devices including cellphones, ipads and mobile device computers (MDC)
• Ability to manage two factor authentication (2FA) and single sign on (SSO) at the endpoint level.
• Basic understanding of how identity management plays a role in an organization's security posture.
• A comprehensive understanding of Networks and Network Architecture is desired.
• Experience in managing vendor supplied Multi-Function printers across business units and departments.
• Certifications such as ITIL Foundations, HDI-SCM, CompTIA A+ and MS Active Directory (e.g., MCSA,MCSE).

Licensing/Certifications: Valid CA Class C Driver's License

Other Requirements: Must be able to effectively communicate in English, both orally and in writing

Application Process: Submit NEOGOV/Government Jobs on-line application. Complete and submit responses to the supplemental questions, if required. Upload resume, cover letter, proof of degree (transcript), or other requested documents. Your application may be rejected as incomplete if you do not include the relevant information in the online application and include the information only on the resume. Applications and/or Supplemental Questionnaires that state see my resume or see my personnel file are considered incomplete and will not be accepted. Cover letters and/or optional resumes are not accepted in lieu of a completed application. The list of qualified candidates established from this recruitment may be used to fill other full-time, part-time, and temporary assignments. Selected candidate(s) must pass a thorough background investigation. Positions in this classification are represented by the Oxnard Mid Manager's Association (OMMA). For most positions, the City of Oxnard relies on office automation (Microsoft Office/Google) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work. Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all positions. Employees are required to participate in the City's direct deposit plan and are paid on a bi-weekly basis. This position requires a