Job description

Under the general direction of the Chief Information Officer, the IT Service Delivery Manager is responsible for management and support of end-user technology for all staff at the City of Evanston. This position’s responsibilities include managing two Technical Support Specialists (includes Service Desk), Public Safety Technology Coordinator, Civic Technology Analyst, Digital Services Specialist and GIS Analyst. The end user environment includes network access, computer hardware and software, Active Directory account management, Cisco IP Phones, mobile devices, printers, and all other peripheral devices. Management of the Service Desk queue requires distribution and resolution of requests for computer hardware and mobile devices in various physical locations. In addition, this position will lead projects that involve improvement of business processes and the implementation of new technology.

Success for this position is defined as maximizing Information Technology’s resources to provide our users with the technology tools needed to perform their jobs quickly and effectively. This is done with courteous, professional, skillful and expeditious resolution of our internal customers’ technical issues and management of technology infrastructure. This position must develop and maintain working relationships with a functionally diverse group of internal customers. It may be further defined by the efficient management of the end-user environment, the Service Desk queue and by the effective completion of projects.

ESSENTIAL FUNCTIONS: Specific assignment will include some or all of the following:

• Supports the vision, mission, and values of the Information Technology Division
• Provides leadership and strategic direction for the Service Delivery team
• Oversees the management and distribution of service desk ticket requests
• Recruits and manages volunteer, work-study, and intern technical support specialist aides
• Leads weekly service delivery team meetings
• Manages and supports internal customer end-user applications, computers, networks, and telecommunications
• Leads business process improvement and technology-related projects
• Acts as a liaison between IT and its internal customers (e.g., staff, managers, executive management, and City Council)
• Manages upgrades, troubleshoot, configure, install, and maintain the end user’s desktop environment
• Manages URL filtering and Microsoft Active Directory
• Deploys devices including desktops, laptops, and mobile devices
• Develops related documentation to train staff on systems and applications
• Serves as escalation point for computer hardware and software issues
• Answers and appropriately handles incoming customer support requests via phone and the City’s online help desk system
• Documents, tracks, and monitors all problem/resolution activity in the support desk tracking system to ensure a timely resolution
• Assists in hardware and software asset management
• Rotates off-hours support coverage with other teammates
• Drives process improvement for better troubleshooting and more efficient support methods
• Participates in team projects that enhance the quality of the help desk service level, and promotes technical and career growth
• Assists in IT-related purchasing activities, as well as shipping & receiving
• Performs other IT-related operations, administration, and maintenance functions as requested

Minimum Requirements

• Must possess a Bachelor’s degree from an accredited college or university and three (3) or more years of hands-on experience supporting various software application packages; or must possess a high school diploma/GED and five (5) or more years of hands-on experience supporting various software application packages.
• Must possess two (2) or more years of work experience in a supervisory capacity.
• Must possess a valid driver’s license and a safe driving record.

Knowledge, skills, and abilities in the following areas:

• An in-depth knowledge of Microsoft Operating Systems
• A basic understanding of network operations including administration of various kinds of network devices (e.g., switches, firewalls, and routers)
• Experience with leading the management and distribution of Service Desk requests
• Experience with leading business process improvement and enterprise-wide technology-related projects
• Experience working as a support specialist or similar function at an organization with similar size and complexity
• Experience with Windows operating system deployment
• Experience using Active Directory group policy to maintain and update windows desktop environment
• Experience supporting the technical needs of end users with varying levels of technology experience
• Excellent follow-up skills to see tasks through to resolution, and communicate problem status to end users such as notification of completion, notification of delay, and explaining rationale
• Familiarity with moves, adds and changes in Cisco Call Manager
• Ability to establish and maintain effective working relationships with a diverse group of internal and external customers (e.g., employees, citizens, and elected officials)
• Awareness of federal and state statutes, City ordinances, rules, regulations, and procedures as it relates to IT initiatives and services
• Excellent verbal and written communication skills
• Ability to maintain strong working relationships within and outside IT, to develop a results-oriented work environment
• Excellent organizational skills, prioritizing and managing multiple tasks
• Ability to share knowledge, share work plans, teach, learn, foster teamwork and manage conflict
• Ability to work independently
• Experience administering in a virtual desktop environment (VM Ware Horizon View preferred)
• Experience and/or knowledge with the ITIL framework is helpful
• Possession of Project Management Professional (PMP) certification is helpful
• Experience working in an Agile environment and/or possession of Certified Scrum Master certification is helpful

PHYSICAL REQUIREMENTS OF WORK:

Ability to work primarily in a sedentary position, occasionally using force to lift up to 50 pounds and/or 20 pounds frequently, carry or otherwise move objects normally found in an office setting including computers and/or printers. The employee is subject to common inside office environmental conditions.

Additional Information

SUPERVISION:

The IT Service Delivery Manager reports to the Chief Information Officer and is responsible for overall management of service delivery team. Guidance is provided via the City Code; City financial, purchasing and technology policies; state statutes; and related governmental or other agencies. The employee must work independently, within the overall framework and policies set by the City Manager. The employee is responsible for prioritizing work tasks and for identifying and utilizing the appropriate staffing resources to reach the goals of the division, department, and the City Manager.

PUBLIC CONTACT:

The employee has frequent contact with City employees and City officials; and contact with vendors, residents and outside agencies. The employee may occasionally attend and/or present at city council meetings, other city meetings, presentations, conferences, and related events.

To apply for this position, please apply online at www.cityofevanston.orgon or before the closing date.

Chosen candidates will be required to provide proof of licenses, certifications, and education required for this position. Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.

The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person’s race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity. The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847-448-8204 (voice) or 847-448-8052 (TTY).