Title:  Manager of End User Technical Services - Desktop Manager (Hybrid Work Schedule)

GENERAL DESCRIPTION OF JOB:

The Manager End User Technical Services is responsible for leading, managing and supervising the PC, A/V and Security Management and Service Desk teams encompassing their daily activities, adherence to established methodologies and processes and their interactions with both County departments/offices and project managers/business analysts within the IT department.  Responsible for managing the delivery of PC administration for 3300+ PCs and Service Desk including hardware, software and processes necessary to provide enterprise and business use required for County-wide business operation. Develop monitoring, maintenance, and automation processes to ensure security of the PC environment.

DUTIES:

• Team Leadership: Supervises and monitors the performance of the PC, A/V & Security, and Service Desk teams to ensure the accurate and timely completion of duties. Directs the activities of the three groups, including reporting, tracking, and follow-up on problems, and ensures effective, timely communication with the user community.  Ensure staff properly follow established guidelines for answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients' machines.
• Resource Management: Determine overall team capacity, allocation, and assignment of team resources needed to support enterprise projects, operations, and maintenance efforts.
• Human Resources Management: Performs functions of advising, reviewing, and evaluating employees, and presenting recommendations for changes, additions, or reductions thereof. Foster a collaborative work environment that promotes growth and development, ensuring the team remains skilled and efficient.
• PC Infrastructure Management: Establishes PC standards, including hardware models/configurations and operating systems. Enforces change management policies and procedures to ensure that configuration changes to the PC environment are planned, engineered, and minimize downtime and risks.
• A/V and Security Management: In conjunction with the A/V security team establishes conference room A/V, security camera, and door controller security standards, including hardware models/configurations and software systems. Responsibility for creating a cohesive, standardized architecture with long-term replacement plans.
• License Management: Ensure both cloud and on-premise PC infrastructure and software are in compliance with existing licensing and continually stay abreast of changes to licensing terms.
• Vendor and Budget Management: Provides planning, budget development and management for the county’s annual PC rollout. Ensures that all licensing provisions for PCs are adhered to and that the County is not in violation of its licensing obligations for desktop software. Interfaces with software and hardware vendors to procure and maintain appropriate products and services.
• Strategic Planning: Participates in the development and maintenance of the Information Technology strategic plans and internal operating processes. Plans for future directions and platforms for PC solutions and A/V & Security to align with the organization's short- and long-term priorities, goals, and needs.
• Continuous Improvement: Actively pursues personal development and education to remain informed of current industry development and technologies.

REQUIREMENTS:

Education and Experience:  

• Bachelor’s degree in Computer Science, Information Systems or related field
• At least 7 years of relevant experience.
• At least 5 years of experience as a team leader or other technical leadership role.
• Any equivalent combination of education and work experience that satisfy the requirements of the job may be considered.

Preferred Education and Experience:

• Experience leading and mentoring a team of PC and Service Desk staff with an emphasis on operational excellence.
• Experience managing medium-to-large PC environment at a company-wide scale.
• Experience managing projects, vendor relationships, and computer services.

Pre-Employment Additional Requirements:

• Must successfully pass pre-employment testing which includes an acceptable motor vehicle record (MVR) and background check.
• Possession of a valid Class “R” Colorado Driver’s License or the ability to obtain one within two weeks of appointment.

Post-Employment Requirements:

• Will require fingerprinting and a Colorado Bureau of Investigation (CBI) background check.
• Successful completion of bi-annual Colorado Justice Information System (CJIS) training.
• Position is deemed essential, and incumbents must be available for winter storm and other emergency events and available to work on-call on a rotational basis including evenings, holidays and weekends.
• Work locations and facilities are subject to change based on business need.

WORK ENVIRONMENT:

Work is generally confined to a standard office environment.

PHYSICAL DEMANDS:

The following are some of the physical demands commonly associated with this position.

• Spends 90% of the time sitting and 10% of the time either standing or walking.
• Occasionally lifts, carries, pulls, or pushes up to 20 lbs.
• Occasionally uses cart, dolly, or other equipment to carry in excess of 20 lbs.
• Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.
• Verbal and auditory capacity enabling frequent interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.
• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.
• Visual capacity enabling constant use of computer or other work-related equipment.

Definitions:

• Occasionally: Activity exists less than 1/3 of the time.
• Frequently: Activity exists between 1/3 and 2/3 of the time.
• Constantly: Activity exists more than 2/3 of the time.