Senior Manager, IT Technical Services

Job Overview

Early submissions are encouraged as applications will be reviewed on a regular and ongoing basis. The Senior Manager of IT Technical Services reports to the Director of IT Infrastructure and Security and is responsible for day‑to‑day operations of the city’s IT Service Desk and Customer Support. The role ensures best‑in‑class service to the city’s employees and public safety.

• Monitor and ensure timely resolution of tickets, improving IT support efficiencies and correctly prioritizing and managing tickets.
• Create realistic SLAs to maintain efficiency, customer satisfaction and IT team productivity.
• Analyze aging of tickets and provide key metrics such as Average Ticket Age, Distribution, and Time to Resolution.
• Supervise, manage and schedule service desk operations, including task assignments and performance evaluations.
• Manage staff productivity, time tracking and prioritization.
• Create and maintain desktop and mobile computing standards.
• Procure, implement, support and maintain City‑owned desktops/laptops and mobile devices (cell phones, iPads, MDC).
• Act as escalation point for unresolved issues and provide managerial support for complex issues.
• Develop and manage on‑call schedules to ensure 24/7 support.
• Ensure documentation is current with systems, SOPs and processes.
• Foster partnerships with other IT groups to meet the City of Oxnard’s technology needs.
• Conduct regular satisfaction surveys and implement improvements based on feedback.
• Provide continuous support and mentorship to the Service Desk team, ensuring access to internal and external training programs.
• Develop and maintain ITSM processes governed by ITIL best practices.
• Work with IT Infrastructure groups to implement and maintain SSO, MFA and other access control mechanisms.

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

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.

The normal work week is Monday through Thursday 8:00 am to 6:00 pm and alternating Fridays 8:00 am to 5:00 pm. Depending on assignment, staff may be required to work additional hours in response to peak workloads. The City does not offer hybrid or remote work.

Applicants will be required to successfully complete a thorough background investigation, including a polygraph exam, as the Information Technology Department supports public safety personnel.

Minimum requirements for entry into the classification:

• Bachelor’s Degree from an accredited college or university with major coursework in Computer Science, Information Systems, Electronics Engineering, Voice/Data Communications, Public/Business Administration or a related field (must be attached to your application).

• Equivalent of five (5) years of progressively IT Service experience with responsibility for planning, organizing and implementing information system programs, including two (2) years of supervisory experience in a technical services management role.
• In‑depth experience and understanding of IT Service Desk operations and problem solving.
• Experience in implementing and managing comprehensive service desk tools that support ITSM, including asset tracking, device imaging, and incident and problem management.
• Proven experience establishing SLA‑based metrics including response and resolution times.
• Track record of managing troubleshooting of desktop and ancillary equipment issues, including root cause analysis.
• Experience managing vendor‑supplied multi‑function printers across business units and departments.

• Experience working for a municipality and public safety.
• Working knowledge of Microsoft M365 and Google G Suite.
• Deployment and support of Internet browsers such as Chrome, Firefox and Edge.
• Technical experience with Directory Services,…