It Service Desk Manager

• Manages inventory hardware and software assets and collaborates with other departments to identify and/or procure Service Desk software for internal staff and external clients.
• Oversees the day-to-day operations and workload of the Level 1 IT Service Desk and the Level 2 Desktop Services team by directing, analyzing, and coordinating activities.
• Prepares budget proposals and operational expenditure statements for computer replacement plan and Office365.
• Oversees internal team projects for the implementation of new or upgraded hardware, software, operating systems, and infrastructure tools.
• Recruits, trains, evaluates, and disciplines staff; mentors staff on advanced technical skills to resolve difficult and highly complex problems.
• Provides excellent customer service and communicates directly with customers to ensure response and resolution service levels are being met and escalates as needed.
• Tracks and analyzes incident trends in Help Desk requests and generate statistical reports.
• Ensures all duties are performed on schedule and within guidelines.
• Determines requirements for problem resolution and escalation for Tier 1, 2 and 3 support.
• Designs and implements process improvements; develops and implements policies, procedures, and best practices.
• Oversees development and communication of help sheets, usage guides and FAQs for end users.
• Performs related work as required.

• Bachelor’s degree in computer science or closely related field.
• ITIL4 Certification is preferred.
• Five (5) or more years of experience in troubleshooting, maintaining, and supporting microcomputer systems. Additional qualifying experience or completion of coursework at an accredited college or university in a job-related field, may substitute on a year-for-year basis for the required experience or education.
• Three (3) years of supervisory experience (preferably over a technical support service delivery team).

• Employees in this class may be required to serve on the 24-hour after hours support helpline on a rotational basis and may be called in to work before, immediately prior to, during and after the emergency.
• An in-depth employment background check will be conducted as part of the post offer onboarding process as this position is deemed security sensitive.
• This position requires Holiday, night and/or weekend work in order to perform many duties.

Depending on the number of applicants and the quality of their education and experience, the examination may consist of one or more of the following tests: Evaluation of Training and Experience, Oral Interview, Written Examination, or other assessment method. Applicants must attain a minimum score of 70 in each part of the examination in order to qualify. All successful applicants may be required to take a medical examination and/or pass a drug screening prior to appointment.
Per Chapter 295.07 of the Florida Statutes, veteran's preference points will be awarded for promotional exams only with regard to a veteran's first promotion after reinstatement or re-employment with the City from active duty service without exception. Proof of eligibility and the City's J204 form must be submitted with application.

The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.