Help Desk Manager

at  City of Cleveland

HELP DESK MANAGER

Job Summary
We are seeking an experienced Help Desk Manager with a strong background in IT Service Management (ITSM). The ideal candidate will demonstrate proven leadership in managing IT support teams, developing service processes, ensuring network performance, and troubleshooting complex systems. This role requires someone with technical expertise, experience in managing critical business processes, and a focus on service delivery excellence. This position requires on-site presence.

MINIMUM QUALIFICATIONS

A High School Diploma or GED is required. A Bachelor’s or Masters Degree in Computers, Business Administration, Management Information Systems, Information Technology, or a related field from an accredited four year college or university is preferred. Five years of full time paid experience designing and implementing complex computer applications, working with a wide range of user skill levels in a Windows PC/Server environment is required. Two years of supervisory or managerial experience in Information Technology or Information Systems is required (May be done simultaneously with the five years experience). Three (3) years experience working with public sector applications is highly desired. Experience in formal application development methodology is a plus. Knowledge of the PeopleSoft or other Financial Management systems is desirable. (Substitution: A certification in data processing or a related certification may be used to substitute up to two (2) years of work experience (May not substitute for supervisory experience)

Additional Requirements

• A high school diploma or a GED is required for this position. A Bachelor’s or Master’s Degree in Computer Science, Business Administration, Management Information Systems, Information Technology, or a related field from an accredited university is highly preferred.
• Strong communication, team building, leadership, and communication skills are needed to succeed in this position.
• A minimum of 3 years of experience with ITIL and an ITIL certification are desired. Relevant certifications such as CCNA, or other technical credentials are preferred.
• Candidate should be proficient in Microsoft 365, networking, browser settings, and desktop support

Skills:

• Strong problem-solving abilities and a proactive approach to resolving issues.
• Excellent communication skills, both written and verbal.
• A collaborative leadership style that fosters teamwork and employee development.
• Strong understanding of Capacity & Performance Management, with experience in monitoring large-scale IT environments

EXAMPLES OF DUTIES

Responsible for ensuring all IT applications and support systems receive a high level of quality IT end-user service and support. Responsible for managing all application design, development, implementation, and ongoing support in the most cost-effective manner possible. A key member of the IT management team, reports directly to the Chief Technology Officer. Works closely with all IT groups and across all other IT programs to ensure customer satisfaction. Manages applications development and support teams who service the City’s administrative and financial systems. Manages the web development team and ensures the City has a top quality web site. Manages the web development team to ensure all applications run effectively and error-free. Works closely with the Program Management Office (PMO) to develop and implement policies and procedures to address technical documentation, internal controls, quality assurance and quality control, training programs for technical staff, and other requirements. Builds and maintains a highly competent staff of programmer/analysts, web development technicians, project managers, and other staff as required. Builds and executes a web presence technology plan which optimizes capabilities of the “e-government” model citywide. Sets up and maintains training classrooms. Develops and maintains a plan to continuously improve the application development and maintenance operations and standards in the most cost-effective way, taking advantage of the latest state-of-the-art technologies. Coordinates with the PeopleSoft Training Coordinator, for an effective PeopleSoft training program for authorized employees. Conducts an annual refresher course for PeopleSoft users. Designs and implements an effective application delivery program for delivery of successful projects on time, within budget, and resulting in satisfied end-users (customers). Manages applications interdisciplinary team and engages with end-users to identify and implement effective IT solutions. Performs other job-related duties as required.

KEY RESPONSIBILITIES:

• Oversee the overall ITSM function within the organization, ensuring alignment with business goals and continuous improvement.
• Manage the end-to-end lifecycle of incidents and problems, ensuring timely resolution and service restoration.
• Lead Incident Management efforts, working cross-functionally to identify the root cause and implement long-term solutions.
• Drive the resolution of major incidents, leading the team in responding to critical service disruptions and ensuring minimal business impact.
• Maintain incident response protocols and best practices to streamline response times and improve resolution rates.
• Implement post-incident reviews and lessons learned to prevent recurring issues.
• Identify opportunities to optimize current service processes and design new service solutions that enhance efficiency.
• Collaborate with stakeholders across the organization to gather service requirements and develop robust, scalable processes.
• Monitor the performance of IT environments, ensuring the capacity meets current and future demands.
• Work proactively to prevent capacity-related issues and address performance bottlenecks before they affect business operations.
• Work closely with teams to maintain call center efficiency and resolve any issues that impact communication capabilities.
• Develop and implement enterprise-wide policies to protect the organization from threats.
• Ensure policies align with both business objectives and industry standards, driving adoption and compliance across the organization.
• Lead and mentor a team of IT professionals, fostering a culture of accountability, innovation, and continuous improvement.
• Identify and track Key Performance Indicators (KPIs) to ensure the quality-of-service delivery, including response times, resolution rates, customer satisfaction, and incident trends.
• Use metrics to identify opportunities for improvement, lead initiatives to implement changes, and measure the results of those efforts on the business.
• Collaborate with business units to identify Service Desk issues and update the Service Value Chain.
• Conduct regular reviews of IT services with stakeholders to ensure alignment with evolving business needs and to optimize the delivery of services.

Additional Requirements

• A high school diploma or a GED is required for this position. A Bachelor’s or Master’s Degree in Computer Science, Business Administration, Management Information Systems, Information Technology, or a related field from an accredited university is highly preferred.
• Strong communication, team building, leadership, and communication skills are needed to succeed in this position.
• A minimum of 3 years of experience with ITIL and an ITIL certification are desired. Relevant certifications such as CCNA, or other technical credentials are preferred.
• Candidate should be proficient in Microsoft 365, networking, browser settings, and desktop support.

Skills:

• Strong problem-solving abilities and a proactive approach to resolving issues.
• Excellent communication skills, both written and verbal.
• A collaborative leadership style that fosters teamwork and employee development.
• Strong understanding of Capacity & Performance Management, with experience in monitoring large-scale IT environments.

The City’s guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.