Manages the provision of user support, technology support, and technical device maintenance services. Manages or assists in the management of all projects that involve the interface of city staff and their technology needs. Supervises the work of the Technology Support Group, including interns. Assigns tasks and projects, reviews completed work for accuracy, methodology, usefulness, develops policies, procedures, and standard operating procedures. Responsible for the effective and efficient operations of the ITS Helpdesk. Responsible for maintaining a helpdesk tracking process that results in all helpdesk calls being tracked, completed, and reported and that all telephone, e-mail, walk-in, and help desk trouble tickets are responded to in a timely manner. Creates and promotes a positive and productive work culture in ITS using advanced leadership, management, and team-building skills. Motivates and holds staff accountable. Responsible for the coaching and training of members of the Technology Support Group. Responds to IT issues and emergencies on a 24-hour basis, traveling to any city location, to ensure the reliable, effective, and efficient operations of vital information technology systems within the City. Provides world-class customer service and conducts self with diplomacy and positivity. Ensures that the work of the Technology Support Group is satisfactory to its customers. Resolves issues that have been escalated from Technology Support Specialists because of difficulty or complexity. Responsible for maintaining communication with users at all times throughout the process. Identifies, diagnoses, and resolves problems, and institutes preventative measures to prevent further occurrences. Coordinates capital replacement cycle for end-user computers and peripherals, including the creation, design, layout, and software for standard workstation builds and purchase of machines for each capital replacement cycle. Responsibilities also include the design and maintenance of automated methods of patching, deploying software, and providing preventative maintenance on software, operating systems, printers, peripheral equipment, and similar devices used by city employees. Takes a proactive approach to system and desktop security, software and hardware trends, and long-term strategies and applications. Ensures security for City technical devices; and works with ITS team to help define and implement comprehensive security. Responsible for researching, ordering, receiving, and inventorying hardware, and software for user technology solutions. Works with Office Manager on donation and recycling of surplus IT equipment.
Bachelor’s degree required. Master’s degree (or equivalent combination of a bachelor’s degree and work experience) in a related field such as computer science or information science, preferred. Minimum of three years of technology management experience required, including at least 1 year of supervision of subordinate IT staff.
Demonstrated planning, prioritization, and project management skills including at least 1 year of professional project management experience including experience with common project management software. Project management certification preferred. Broad and deep knowledge of modern enterprise IT systems including, trends, developments, networks, storage, virtual infrastructure, enterprise applications, desktop support. Strong communication skills, including the ability to communicate effectively with staff from all City of Bloomington departments, staff from other government agencies, elected officials, and members of the general public in a courteous, professional manner. Knowledge and understanding of the current and developing strategic information requirements of a modern municipal government. Knowledge of financial/business analysis techniques and tools. Ability to foster a cooperative work environment.
Ability to respond to network and/or computer emergencies on a 24-hour basis. Ability to legally operate a motor vehicle.
8:00am - 5:00pm, Monday - Friday; other times, as necessary.