City of El Paso, TX
IT Technical Support Manager
City of El Paso, TX, El Paso, Texas, us, 88568
Salary :
$69,470.00 - $109,470.00 Annually
Location :
Various Locations within the City of El Paso, TX
Job Type:
Unclassified
Job Number:
U4225-1024
Department:
Client Services
Opening Date:
10/24/2024
Closing Date:
Continuous
FLSA:
Exempt
Requirements
MOS CODES: NONE
Education and Experience: Bachelor's Degree or higher in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of progressively responsible technical experience within a help desk and/or support service environment and two (2) years of supervisory or lead experience or an Associate's Degree in Computer Information Systems, Microcomputer Technology or a related field, and ten (10) years of progressively responsible technical experience within a help desk and/or support service environment and two (2) years of supervisory or lead experience.
Licenses and Certificates: Valid Texas Class "C" Driver's License or equivalent issued by another state by the time 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, and/or open arrest warrants for any criminal offense (Felony or Misdemeanor), and family violence convictions.
General Purpose
Under general direction, manages and oversees the day-to-day operations of the IT Tier II support and ticketing systems, ensuring timely and effective resolution.
Typical Duties
Managing a team of technical support specialists responsible for supporting desktop computers, laptops, and peripherals; mobile devices; surveillance systems, access control, software installations and other areas of support. Ensures all hardware, software and peripheral devices are operating on the most current release versions, and that updates and equipment are fully tested before implementation. Works with IT teams to manage and maintain IT assets according to established IT asset management and cybersecurity policies and procedures. Coordinate and manage various special and recurring projects, maintaining project timelines. Developing and optimizing technical support processes to meet goals and KPIs.
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 in a timely manner 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 IT staff and management.
Collaborate with IT teams and vendors to resolve issues, optimize service delivery, and implement cost-effective solutions to improve overall IT support services. Communicate IT service performance, project updates, and upcoming changes to stakeholders in a clear and concise manner. Collaborate with senior management to allocate resources effectively.
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; interviewing applicants.
General Information
To view the complete job specification, click
Note: This is an unclassified contract position.
Note: Applicants with a foreign degree 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: Applicants are encouraged to apply immediately. ?This position will close when a preset number of qualified applications have been received.
A rsum and/or other documents will not be accepted in lieu of a completed application. Comments such as "See rsum" 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 rsum will eliminate you from consideration for the position.
Determined by agreement
01
Please select the combination of education and experience you possess.
Bachelor's Degree in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of progressively responsible technical experience within a help desk and/or support service environment.Associate's Degree in Computer Information Systems, Microcomputer Technology or a related field, and ten (10) years of progressively responsible technical experience within a help desk and/or support service environment.I do not possess any of the above listed combinations of education and experience.
02
Do you have a minimum of 2 years of supervisory or lead experience?
YesNo
03
Do you have a valid USA driver's license? If so, what type of driver's license do you have?
Texas Class A - CDL or equivalent from another state.Texas Class B - CDL or equivalent from another state.Texas Class C or equivalent from another state.No, I do not have a valid driver's license.
04
Applicants with a foreign degree 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. Have you had your degree translated and evaluated by an agencey of NACES?
Yes, it has been translated and certified and I can provide documentation upon a job offer.No, I have not had my degree translated and certified.N/A - my degree is from an accredited U.S. university or college.
05
Candidates will be evaluated based on the information provided on the application and the completeness of the responses to the Supplemental Questions. The following will disqualify you from moving forward in the recruitment process.-Failure to fully detail all work experience and job duties.-Failure to fully detail all lead, supervisory and managerial experience and duties if required. -Overlapping dates of work experience.-Copying and pasting directly from the job specification.-Responses referring to your rsum.
I acknowledge I have read and understand the above information.
Required Question
$69,470.00 - $109,470.00 Annually
Location :
Various Locations within the City of El Paso, TX
Job Type:
Unclassified
Job Number:
U4225-1024
Department:
Client Services
Opening Date:
10/24/2024
Closing Date:
Continuous
FLSA:
Exempt
Requirements
MOS CODES: NONE
Education and Experience: Bachelor's Degree or higher in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of progressively responsible technical experience within a help desk and/or support service environment and two (2) years of supervisory or lead experience or an Associate's Degree in Computer Information Systems, Microcomputer Technology or a related field, and ten (10) years of progressively responsible technical experience within a help desk and/or support service environment and two (2) years of supervisory or lead experience.
Licenses and Certificates: Valid Texas Class "C" Driver's License or equivalent issued by another state by the time 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, and/or open arrest warrants for any criminal offense (Felony or Misdemeanor), and family violence convictions.
General Purpose
Under general direction, manages and oversees the day-to-day operations of the IT Tier II support and ticketing systems, ensuring timely and effective resolution.
Typical Duties
Managing a team of technical support specialists responsible for supporting desktop computers, laptops, and peripherals; mobile devices; surveillance systems, access control, software installations and other areas of support. Ensures all hardware, software and peripheral devices are operating on the most current release versions, and that updates and equipment are fully tested before implementation. Works with IT teams to manage and maintain IT assets according to established IT asset management and cybersecurity policies and procedures. Coordinate and manage various special and recurring projects, maintaining project timelines. Developing and optimizing technical support processes to meet goals and KPIs.
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 in a timely manner 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 IT staff and management.
Collaborate with IT teams and vendors to resolve issues, optimize service delivery, and implement cost-effective solutions to improve overall IT support services. Communicate IT service performance, project updates, and upcoming changes to stakeholders in a clear and concise manner. Collaborate with senior management to allocate resources effectively.
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; interviewing applicants.
General Information
To view the complete job specification, click
Note: This is an unclassified contract position.
Note: Applicants with a foreign degree 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: Applicants are encouraged to apply immediately. ?This position will close when a preset number of qualified applications have been received.
A rsum and/or other documents will not be accepted in lieu of a completed application. Comments such as "See rsum" 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 rsum will eliminate you from consideration for the position.
Determined by agreement
01
Please select the combination of education and experience you possess.
Bachelor's Degree in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of progressively responsible technical experience within a help desk and/or support service environment.Associate's Degree in Computer Information Systems, Microcomputer Technology or a related field, and ten (10) years of progressively responsible technical experience within a help desk and/or support service environment.I do not possess any of the above listed combinations of education and experience.
02
Do you have a minimum of 2 years of supervisory or lead experience?
YesNo
03
Do you have a valid USA driver's license? If so, what type of driver's license do you have?
Texas Class A - CDL or equivalent from another state.Texas Class B - CDL or equivalent from another state.Texas Class C or equivalent from another state.No, I do not have a valid driver's license.
04
Applicants with a foreign degree 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. Have you had your degree translated and evaluated by an agencey of NACES?
Yes, it has been translated and certified and I can provide documentation upon a job offer.No, I have not had my degree translated and certified.N/A - my degree is from an accredited U.S. university or college.
05
Candidates will be evaluated based on the information provided on the application and the completeness of the responses to the Supplemental Questions. The following will disqualify you from moving forward in the recruitment process.-Failure to fully detail all work experience and job duties.-Failure to fully detail all lead, supervisory and managerial experience and duties if required. -Overlapping dates of work experience.-Copying and pasting directly from the job specification.-Responses referring to your rsum.
I acknowledge I have read and understand the above information.
Required Question