Senior Manager, IT Technical Services

Early submissions are encouraged as applications will be reviewed on a regular and ongoing basis. This position may close at any time.

As part of the City of Oxnard IT Infrastructure organization and reporting to the Director of IT Infrastructure and Security, the Senior Manager of IT Technical Services, is responsible for the day to day operations of the city’s IT Service Desk and Customer Support. This role ensures and maintains ‘best in class’ service to the city’s employees and public safety. The Senior Manager, IT Technical Services will oversee technical resources, establish processes and maintain service excellence.

Duties include supervising IT support to departments and programs within the City.

WHAT YOU'LL DO:

• Monitor and ensure timely resolution of tickets, including incident and service requests by improving IT support efficiencies and correctly prioritizing and managing the tickets. Create realistic SLAs to maintain efficiency, customer satisfaction and IT team productivity.
• Analyze aging of tickets and provide key metrics including Average Ticket Age, Distribution, and Time to Resolution.
• Supervise, manage and schedule service desk operations including task assignments as well as performing performance evaluations.
• Responsible for staff productivity and their time tracking and management of priorities.
• Responsible for the creation and maintenance of desktop and mobile computing standards.
• Responsible for the procurement, implementation, support and maintenance of City owned desktops/laptops and mobile devices including cell phones, iPADs and Mobile Dispatch Computers (MDC).
• Act as the escalation point for unresolved issues and provide managerial support for complex issues.
• Develop and manage On-Call schedules to ensure 24
  * 7 support to the customers.
• Ensure documentation is current with systems, standard operating procedures and processes.
• Foster partnerships with other IT groups as an integral part of meeting the City of Oxnard’s technology needs.
• Conduct regular satisfaction surveys and engage in improvements based on feedback.
• Provide continuous support and mentorship to the Service Desk team ensuring they have access to internal and external service I.T. training programs.
• Ensure documentation is current with systems, standard operating procedures and processes.
• Foster partnerships with other IT groups as an integral part of meeting the City of Oxnard’s technology needs.
• Conduct regular satisfaction surveys and engage in improvements based on feedback.
• Develop and maintain IT service management (ITSM) processes as governed by ITIL best practices.
• Work with other IT Infrastructure groups to Implement and maintain Single Sign-On(SSO), Multi-Factor Authentication (MFA), and other access control mechanisms.

Payroll/Classification Title:Information Technology Officer I

DISTINGUISHING CHARACTERISTICS:

The Information Technology Officer I is the journey level class for the Information Technology Officer series. This class is tasked with managing City resources and contract staff to oversee assigned systems projects and initiatives.

SUPERVISION RECEIVED/EXERCISED:

Receives general supervision from the Deputy Chief Information Technology Officer, Chief Information Officer and/or higher level management. Exercises supervision over City staff and contract staff in the assigned function area.

WORK SCHEDULE: The normal work week is Monday through Thursday 8:00am to 6:00pm and alternating Fridays 8:00am to 5:00pm. Depending on area of assignment staff may be assigned to a shift that is outside the standard work hours. This position may be required to be available to work additional hours in response to peaks in workloads and changes in department needs.

The standard work environment varies depending on assignment but is typically either primarily in an office setting or out in the field. The City does not offer hybrid or remote work.

Please note:
The Information Technology Department supports public safety personnel including the Police Department. Therefore, aspart of the selection process, applicants will be required to successfully complete a thorough background investigation,which includes a polygraph exam.

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