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The Department of Technology and Innovation is looking to fill the position of Technology Support and Service Manager.
The Technology Support & Service Manager leads the technical support and asset management teams for Johnson County, ensuring seamless and secure IT operations. Supervises staff, contractors, and third-party vendors who support IT service delivery and customer experience across the County’s technology environment. They ensure high-quality technical support and service management while collaborating with various teams, including end users, business partners, cybersecurity, systems, infrastructure, application teams, Programs & Risk, and others. This position oversees IT service processes, including incident, problem, change, and asset management, ensuring compliance with ITIL and industry best practices. This role is crucial in ensuring a seamless IT customer service experience, optimizing system performance, and maintaining a high level of user satisfaction across the County. This position will remain open until filled, but a first review of applications will begin on February 26, 2025.
Additional duties are:
Customer-Focused Technology Solutions
• Guides the team in delivering support that meet end-user needs and business requirements.
• Establishes and maintains service level agreements to ensure customer satisfaction.
• Develops and implements strategies to improve the quality of customer service.
• Manages the day-to-day operations of the service desk and asset management teams to ensure timely resolution
of customer inquiries.
• Ensures that the service desk and asset management teams meets performance standards and achieves
established Service Level Agreements.
• Ensures IT support adheres to security best practices, including user authentication, data protection, and access
controls.
• Implements and maintains IT service management (ITSM) standards, ensuring efficiency and effectiveness in IT
support.
• Monitors and resolves service vulnerabilities, minimizing downtime and disruptions for users.
• Develops and enforces administration standards, including change management and service request workflows.
• Keeps up-to-date with current trends, tools, and techniques in customer service to improve service desk
operations.
Leadership & Team Management
• Oversees schedules and service projects assigned across the teams.
• Hires, trains, mentors, and develops IT support and asset management staff to enhance service capabilities.
• Provides timely and constructive performance feedback to team members, fostering professional growth.
• Ensures compliance with IT policies and procedures while handling personnel matters, including discipline and
termination when necessary.
Customer Experience and Asset Management Metrics and Strategy
The manager creates and updates performance metrics for their team and regularly reviews them (at least quarterly) to
identify trends and drive improvement.
The manager assesses IT systems, applications, and service delivery processes to support long-term technology
strategies, including continuous learning opportunities for their team and other teams providing customer support.
The manager oversees IT service performance metrics and customer feedback to drive continuous improvement.
They work with the Deputy CIO, CIO, and other department leaders to develop and implement the department's overall
strategic plan.
Financial Management
The manager oversees the operational costs for their area and manages its budget and expenses. They research and provide estimates and recommendations for technology within their span of control to include workstation and monitor standards, Microsoft products and desktop applications, AV equipment and tools to align with the strategic plan. At least annually, with the Finance Manager, they update their budget, capital improvement plans, and resource requests. They negotiate with third-party vendors and contractors for products and services and set up contracts with SLAs to support the services provided by their team. They review and renew contracts and agreements, ensuring due diligence and compliance with County policies. They collaborate with the Deputy CIO, CIO, Finance Manager, and other leaders to create materials for presentation to the CMO, BOCC, and others to educate and secure funding approval.
Department Leadership
The manager ensures compliance, creates, and improves policies, processes, procedures, and standards.
They develop, promote, own, and maintain the ITIL service management practices, such as Availability, Incident,
Release, Asset, Problem, Change, Service, Security, and Configuration Management.
They actively participate in DTI management team meetings and decision-making affecting DTI operations and services.
They drive ongoing process improvement across the department.
Bachelor's in Information Systems, Computer Science or relevant field of study; five (5) years of leading an IT service desk, customer service function and/or IT asset management required.
Three (3) years of experience with project management and project delivery concepts, practices, and ability to apply them effectively; one (1) year experience in municipal or County government organizations; and ITIL certification preferred.
Experience may substitute for education; education may substitute for experience.
Johnson County Government requires reference/background screening for all positions. Specified criteria may vary by Department/Agency.
Physical, Environmental, and Special Working Conditions:
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