IT Manager - Service Delivery - Information Technology

Flagstaff, AZ
$84,901-121,864 per year
Permanent
Full-time

3 hours ago

Nature of WorkUnder general direction performs work of considerable difficulty, is responsible for leading customer and desktop support operations, ensuring reliable IT services, seamless user experiences, and alignment with the County's strategic vision. The role combines technical oversight, team leadership, and continuous improvement to deliver high-quality technology services supporting employees and citizens performs other duties as assigned.Occasional after-hours work may be required to address urgent issues, perform system maintenance, or implement planned upgrades. Establishing and following best practices for user support and system changes is critical to maintaining operational efficiency. This position also requires close collaboration with other Information Technology support teams to ensure seamless integration and effective problem resolution across different technical areas.Please note: Presently, this position is up to 75% remote work and 25% minimum in office time. When working remotely, 1 hour in-person response time is required for urgent IT matters and is subject to change at any time.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. Salary Range: $84,901.00 - $121,864.00 AnnuallyTypical Duties(Illustrative Only)

Continuous Improvement: Evaluates services and technologies, providing both tactical and strategic direction for IT service desk, desktop support, and customer engagement.
Team Leadership: Supervises, mentors, and evaluates assigned personnel, fostering a culture of collaboration, accountability, and customer service excellence
Operational Management: Oversees routine tasks, scheduling, training, and performance of IT Service Delivery staff using communication, meetings, and tickets to meet established SLA's; administers the asset management and ticketing platform
Documentation & Standards: Develops and maintains procedural documentation, establishes best practices for Service Delivery application and device performance, recoverability, problem management, change control, and asset tracking
System Reliability: Monitors and maintains continuity of Information Technology services to support enterprise and citizen needs
Technical Expertise: Provides technical guidance, troubleshooting, and project leadership for Service Delivery projects, maintenance issues and related support activities including but not limited to conference room technology, public meeting support, and new employee onboarding
Stakeholder Engagement: Serves as the primary liaison for end-user departments to identify needs, implement improvements, and ensure timely, effective service delivery; provides alert notifications; and manages vendor relationships to ensure service quality
Supply Chain & Lifecycle Management: Oversees procurement, installation, configuration, and decommission of software and equipment; manages processes for the receipt, disposition, tracking, refresh, and retirement and/or disposal of all user assets, validates shipments, and updates the IT asset inventory database
Security Compliance: Monitors and manages vulnerability mitigation across the enterprise in relation to Service Delivery applications and devices (desktop, laptop, mobile) ensuring security compliance in partnership with the Information Security Office (ISO)
Strategic Planning: Contribute to departmental and organizational strategic initiatives, aligning Service Delivery operations with long-term goals and objectives
License Management: Management of Microsoft Office Enterprise Agreement and 3rd party applications including licensing assignments, purchases throughout the year, and annual true up

Essential functions of this position include but are not limited to: walking; working with and around other staff and County employees; dealing with interruptions; repetitive motion (hand-wrist) for keyboarding; vision-acuity (near) for monitoring PC screen data; Color vision necessary for working with color coded cables; hearing and speech (ordinary conversation) for communicating with staff and customers; touch (finger dexterity) for keyboarding; Environmental hazards include electrical hazards associated with working with computers, servers and circuits, and potential for falls from ladders.Minimum QualificationsBachelor's degree in Computer Information Systems, Management Information Systems or closely related field and two years of work experience in programming and systems analysis; ORAssociate degree in Computer Information Systems, Management Information Systems or closely related field and three years of work experience in programming and systems analysis; ORFour years of work experience in programming and systems analysis; ORAny equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position.The Ideal CandidateA creative problem-solver who likes to be challenged, with a demonstrated willingness to take initiative and ability to work independently. The candidate will be responsible for leading and participating in work on multiple projects, and must maintain high levels of professional conduct and work quality.This position is exempt from overtime.Note: Individuals in exempt classifications as part time employees may be classified as non-exempt per FLSA law regarding minimum weekly salary requirements.Knowledge, Skills and AbilitiesWorking knowledge of:

Leadership and team building skills to manage the activities of Service Delivery staff and/or division toward the accomplishment of department and County goals
Technical knowledge and understanding of IT functions, technologies, supplies and services including but not limited to systems, network, desktop and telecommunications
Effective project management practices
Change Management
ITSM framework and best practice
Long term strategic planning and fiscal/budgetary practices including contract negotiation

Ability to:

Analyze technical end user problems and develop appropriate solutions
Plan, initiate, and manage projects from beginning to end, with minimal direction
Communicate effectively verbally and in writing to technical and non-technical audiences
Establish and maintain effective working relationships
Work safely and support the culture of workplace safety
Follow written and oral instructions

Coconino County is an Equal Opportunity Employer.
AmeriCorps, Peace Corps and other national service alumni are encouraged to apply.Employee BenefitsCoconino County offers a comprehensive employee benefits
package to regular employees working 30 or more hours per week that includes:(Regular Part Time employees receive some benefits on a pro-rated basis. Temporary and Seasonal employees do not receive benefits. Elected officials are not eligible for vacation and sick leave.)

Vacation/Annual Leave
Sick Leave
10 Holidays Per Year
Health Care Insurance
Dental Plan
Vision Plan
Group Life Insurance
Pre-Tax Deduction Plan
Sick Leave Conversion Plan
Personal Day Purchase Program
Vacation Sell Back Program
Tuition Reimbursement Program
Wellness Program
Long-Term Disability
Arizona State Retirement System
Employee Assistance Program
On-going Training Opportunities
Free bus transportation/ EcoPass bus pass

Elective Coverage

Dependent Medical, Dental, and Vision
Supplemental Life (for employees & dependents)
Flexible Spending Account
Health Savings Account
Tax-deferred investment program
Accidental and Disability Insurance
Short Term Disability

Coconino County

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