City of Galveston
ITSupportServicesManager
“IT Support Services Manager at City of Galveston. Supervise daily activities of support services team. Manage laptop and desktop maintenance”
Industry & Context.
Problem resolution
What They're Looking For.
Must Have
Associate's degree in Computer Science, Management and Information Systems (MIS) or a closely related field, 2 years in a lead customer facing role, 4 years of experience in a lead customer facing role
What You'll Do.
Supervise daily activities of support services team
Manage laptop and desktop maintenance
Manage telephone support
Manage maintenance and administration
Plan personnel resources
Budget personnel resources
Coordinate personnel resources
Control personnel resources
Plan material resources
Budget material resources
Coordinate material resources
Control material resources
Plan physical resources
Budget physical resources
Coordinate physical resources
Control physical resources
hands on support to end users
Manage procedures for identification of end user incidents
Manage procedures for prioritization of end user incidents
Manage procedures for resolution of end user incidents
Manage procedures for identification of end user requests
Manage procedures for prioritization of end user requests
Manage procedures for resolution of end user requests
Troubleshoot issues for most calls
Resolve issues for most calls
Coordinate computer service desk functions
Troubleshoot software issues
Troubleshoot hardware issues
Troubleshoot low-to-mid level infrastructure problems
Monitor staff resolution of user problems
Monitor incoming work requests
Monitor incident tickets
Monitor status checks by customers via ticketing system
Ensure calls are logged
Ensure requests are logged
Ensure incidents are logged
Ensure proper troubleshooting is performed
Ensure tickets are resolved timely
Ensure tickets are resolved efficiently
Escalate tickets with proper documentation
Ensure use of best practices in technical support
Build trusted relationship with City Departments
Maintain trusted relationship with City Departments
Reduce unexpected interruptions to business
Send notifications related to outages
Send notifications related to service changes
Coordinate timing of significant outages across City departments
How You'll Work.
Team & Collaboration
City Departments
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