Toledo, OH – End User Support Manager

Are you searching for more than just a job? Look no further! The City of Toledo invites you to embark on a fulfilling career where people truly come first. Here, we understand that behind every government decision lies a human story, and we are committed to shaping policies that prioritize the well-being of our community while always keeping the bigger picture in mind.

To apply for this position, click here: https://shorturl.at/uMTWZ

Compensation: $75,287.68 – $106,335.84

POSITION SUMMARY
The End User Support Manager is responsible for overseeing all End User Support staff and ensuring that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The End User Support Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The End User Support Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The End User Support Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.  The End User Support Manager will also be responsible for helping create the operational and capital budgets for the department, and development of the departments project management plan.

ESSENTIAL JOB FUNCTIONS

-Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
-Develop and enforce request handling and escalation policies and procedures.
-Track and analyze trends in Help Desk requests and generate statistical reports.
-Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
-Oversee development and communication of help sheets, usage guides and FAQs for end users.
-Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
-Oversee the development, implementation and administration of service desk staff training procedures and policies.
-Train, coach and mentor Service Desk Technicians and other junior staff.
-Manage the overall desk activities and staff.
-Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
-Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
-Develop Service Level Agreements (SLAs) to establish problem resolution expectations and time frames.
-Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
-Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to -enhance quality of service and to prevent future problems.
-Plan, track and assist with completion as needed for the department’s projects.
-Prepare budget proposals and operational expenditure statements.
-Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
-Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
-Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
-Ensure appropriate training initiatives for new and existing staff.
-Purchasing and deployment tasks.
-Monitor incident trends and anticipate potential problems for proactive resolution.
-Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action and promotions when necessary.
-Assist Director and/or other Staff members as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of:

Communication methods and procedures.
Project Management processes.
Personal computer support, mobile devise support, software maintenance and training, carrier services, servers, and LAN/MAN/WAN.

Skill in:

Managing relationships with vendors.
Analyzing complex problems, evaluating alternatives and making sound recommendations.
Using the internet, remote communications, and other advanced tools to increase productivity and perform job functions.
Effectively presenting information and responding to questions from groups of managers, clients, outside agencies, and the general public.
Writing and speaking that is easily understood by others.

Ability to:

Work with individuals of diverse backgrounds.
Establish and maintain effective working relationships with subordinates, peers, superiors, vendor representatives and clients.
Multi-task in a fast-paced environment.

REQUIRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS

Bachelor’s degree in Computer Science, Management Information Systems, Business Administration or closely related. If a candidate does not possess a Bachelor’s degree in any of the above referenced areas, consideration will be given to individuals who possess an additional 3-4 years of directly related experience.
Five (5) years of professional and technical experience in help desk implementation or solution/project management.
Two (2) years of general supervisory experience.
Must obtain an ITIL certification within six (6) months of appointment.

PREFERRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS

ITSM training and certification is preferred

PHYSICAL DEMANDS
The physical demands described within this job description must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
In this position, the employee will frequently stand, walk, and sit. The position will rarely require the employee to drive a personal and company owned vehicle. The employee will rarely lift, carry, push, pull, drag and/or move up to 25 pounds. Occasional stooping, kneeling, twisting, and crouching may occur with this position. Speaking and listening are constant essential functions of this position.

WORK ENVIRONMENT
The work environment described within this job description will be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is continuously indoors. It is rare that this employee will work outdoors; however, occasionally this employee will have to travel to multiple worksites. At times, this position will require extended work hours. The noise level in the work environment is usually low; however, occasional moderate background noise can occur.

Are you searching for more than just a job? Look no further! The City of Toledo invites you to embark on a fulfilling career where people truly come first. Here, we understand that behind every government decision lies a human story, and we are committed to shaping policies that prioritize the well-being of our community while always keeping the bigger picture in mind.

As a member of our team, you’ll enjoy a comprehensive benefits package, including:

·         Medical, dental, and vision insurance

·         Life insurance

·         Retirement options through the State of Ohio, including voluntary 401(k) and 475(b) retirement savings programs

·         Tuition reimbursement to support your ongoing professional development

·         Countless opportunities for personal and career growth

Apply now and be part of a team where your passions, skills, and dedication can truly make a difference in the lives of others!

For more information, contact:

Silvia Fofrich
silvia.fofrich@toledo.oh.gov
419-245-1519