IT Manager, Senior

Job Posting Open Until Filled

Salary Range: $72,843.30 - $97,106.55

Our culture in the Department of Atlanta Information Management (AIM) is rooted in our shared core values: Transparency, accountability, collaboration, service, and integrity. The AIM team understands our role as a strategic partner to departments throughout the city; we strongly believe technology has the potential to elevate the City of Atlanta and is essential to moving the mayor’s vision forward. With the effective use of technology, we become more efficient, more effective, and innovative. We become more capable of enhancing the experience of all affected by City government. AIM’s mission is to advance Atlanta by being consistent in the delivery of innovative, reliable, secure, and user-focused technology solutions.

Our team members exemplify the shared core values above, so if you have these characteristics, consider joining us as we work to advance technology for the city, its esteemed citizens, and valued visitors.

As the Senior IT Manager of Service Delivery for the City of Atlanta, you will be at the forefront of enhancing IT service operations and customer experiences. This pivotal role requires you to lead the Service Delivery team in providing exceptional support to the Department of Atlanta Information Management (AIM). Your leadership will foster a culture of responsiveness, instilling confidence in our commitment to resolving issues swiftly and effectively.

Key Responsibilities:

• Operational Management: Oversee daily IT service delivery operations, ensuring prompt responses to customer inquiries and efficient resolution of technical issues through effective ticket management.
• Team Leadership: Inspire and lead a diverse team of IT professionals across Service Desk, End User/Desktop Support, and Inventory teams. Drive strategic initiatives that shape the future of technology services.
• Strategic Development: Create and implement long-term strategies to enhance service delivery and technology reliability, focusing on desktops, laptops, and tablets.
• IT Service Management: Manage the department’s IT Service Management (ITSM) solutions, ensuring seamless installation, maintenance, and troubleshooting of IT systems.
• Vendor Relations: Build and maintain strong relationships with technology vendors. Oversee contracts and vendor resources for critical projects, including hardware upgrades and office setups.
• Performance Monitoring: Track IT ticket management metrics to evaluate team performance, focusing on responsiveness, service-level agreements, and customer satisfaction. Present these insights regularly to AIM leadership.
• ITIL Compliance: Ensure adherence to ITIL best practices across incident, problem, change, and service management.
• Technology Transformation: Lead initiatives for ongoing technology transformations, breaking down large projects into actionable goals.
• Crisis Management: Manage operational issues and production outages, facilitating prompt identification and remediation of root causes.
• Communication Oversight: Approve all citywide IT communications regarding technology incidents, outages, and changes.
• Standards Development: Create and document IT standards, policies, and procedures in alignment with ITIL and industry best practices.
• Change Leadership: Drive organizational change initiatives, promoting a culture of continuous improvement and exceptional service delivery.
• Research & Feasibility: Conduct research on emerging technologies, assessing their potential impact and preparing cost/benefit analyses for implementation.
• Strategic Support: Collaborate with the Service Delivery IT Director to define and execute the strategic vision and roadmap for service delivery.
• Other Duties as assigned or determined by business need.

Knowledge, Skills, and Abilities:

• Proven leadership and problem-solving skills, with meticulous attention to detail in contract negotiation and vendor oversight.
• Strong customer service orientation and a commitment to quality assurance.
• Ability to elevate team performance while optimizing resource utilization and fostering staff development.
• Excellent communication and interpersonal skills for engaging with both technical and non-technical stakeholders.
• Strong decision-making abilities that balance business needs with technological constraints.
• Exceptional relationship-building and negotiation skills.
• Ability to thrive under pressure and meet stringent deadlines.
• Proven project management expertise, particularly in fast-paced environments with aggressive delivery targets.

Minimum Qualifications:

• Ten years of experience in IT management, including three years in a leadership role within an IT service support division.
• Five years of hands-on technical user support experience across diverse IT disciplines.
• Experience in leading transformative initiatives in technology, organizational culture, processes, and business change management.
• Proven experience in managing large-scale technology re-platforming programs and organizational realignments.
• Bachelor’s degree in computer science or a related field.
• ITIL V3 Foundations or higher certification.
• Three years of experience with the ServiceNow platform.

Preferred Qualifications:

• A minimum of ten years in a leadership role within an IT Service Delivery division, encompassing Desktop and Help Desk services.

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• City of Atlanta

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