MOS Codes: None

Education and Experience: Bachelor's Degree or higher in Computer Information Technology or a related field, and five (5) years of progressively responsible technical experience within a help desk and/or IT support service environment, including two (2) years of supervisory or lead experience.

Licenses and Certificates: Valid Texas Class "C" Driver's License or equivalent from another state by the date of appointment.

Special Requirements: Applicants for positions assigned to the Department of Information Technology Services must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of appointment and maintain CJIS eligibility. CJIS requirements are related to system access and the following list of convictions and/or deferred adjudications will result in failure of the CJIS background check and disqualification and/or termination of employment; Felony convictions, Felony deferred adjudication, Class A or B Misdemeanor deferred adjudication, Class A or B Misdemeanor convictions, or open arrest warrants for any criminal offense (Felony or Misdemeanor), and family violence convictions.

Under general direction, manages and oversees the day-to-day operations of the IT Tier II operations support, ensuring timely and effective resolution. Manages the Information Technology asset management system(s).

Managing a team of technical support specialists. Involves: Providing support for desktop computers, laptops, peripherals, mobile devices, surveillance systems, access control, software installations, and related areas. Ensures all hardware, software, and peripheral devices are operating on the most current released versions, and that updates and equipment are fully tested before implementation.

Coordinate and prioritize the resolution of IT support requests and incidents, ensuring timely and efficient response times. Involves: Establish and maintain incident and problem management processes to effectively respond to and resolve IT issues. Coordinate with technical teams to investigate root causes, implement corrective actions, and prevent future incidents. Ensure that incidents are properly identified, prioritized, resolved, and documented. Ensure that requests are handled in accordance with established policies and procedures. Maintain high levels of customer service quality and availability. Track and analyze trends in Support Services requests and generate statistical reports. Assess the need for systems reconfigurations based on trends and make recommendations to department leadership.

Oversee the development of information technology strategic goals and objectives provided by departments. Involves: Coordinate and manage various special and recurring projects maintaining project timelines. Developing and optimizing technical support processes to meet goals and KPIs. Communicate IT service performance, project updates, and upcoming changes to stakeholders. Collaborate with senior management to allocate resources effectively. Collaborate with IT teams and vendors to resolve issues, optimize service delivery, and implement cost-effective solutions to improve overall IT support services.

Manage, control, and oversee assets. Involves: Reviewing vendor contracts, reporting inventory, and investigating missing or unaccounted-for assets. Ensuring all items and serial numbers are tagged, recorded, signed for, and checked for damages or issues. Performs periodic audits of the asset management system(s) to verify accuracy and take appropriate action to correct any discrepancies. Conducting audits, security assurance compliance, and validation of assets. Directs processes for the receipt, disposition, tracking, refresh, and retirement and/or disposal of all incoming equipment, validates shipments, and updates the IT asset inventory database(s). Utilizing an asset management software system or database to scan and log all technology assets received, maintain accurate inventory, and update asset assignments throughout the asset lifecycle. Develop and implement process improvements. Involves: Development and distribution of hardware and software metrics and inventory reports to assist management in budget and purchase decision-making. Identifies and determines opportunities for process improvement and contributes to the development of processes and procedures.

Manage budget expenditures. Involves: Analyze project budget reports to calculate support services expenses. Review plans with various technology subject matter experts, attend meetings, and provide direction to all team members throughout the project life-cycle. Identify and resolve problems and integrate review schedules.

Supervise assigned subordinates. Involves: Scheduling, assigning, instructing, guiding checking, and evaluating work. Arranging for or engaging in employee training and development. Enforcing personnel rules and regulations, standards of conduct, work attendance, and safe work practices. Counseling, motivating, and maintaining harmonious working relationships among subordinates. Recommending staffing and employee status changes.

To view complete job specification, click here.

Note: This is an unclassified contract position.

Note: Applicants with a foreign degree or diploma must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.

Note: This is a new advertisement for IT Technical Support Manager. You must apply if you are still interested in this position.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

City of El Paso

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IT Technical Support Manager