IT Manager, Client Services

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.
What We Offer:
•    Impact - The work you do here matters to millions. 
•    Growth - Philadelphia is growing, why not grow with it? 
•    Diversity & Inclusion - Find a career in a place where everyone belongs.
•    Benefits - We care about your well-being.
 

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description

The Philadelphia International Airport is managed by the Department of Aviation of the City of Philadelphia.  The airport handles approximately 82,000 travelers per day.  The airport Information Technology department is headed by the Chief Information Officer (CIO). The IT Client Services Manager manages the Airport’s IT Helpdesk and AV Support Services.  The IT Client Services Manager will oversee the day-to-day operations of the IT support team, ensuring that technical issues are promptly addressed and resolved to minimize downtime. They will develop and implement strategies for optimizing helpdesk processes, including ticket management, escalation procedures, and user training. Additionally, they will collaborate with other IT teams to identify recurring issues and implement long-term solutions to improve overall system reliability and user satisfaction.

Essential Functions

• Determine the goals of IT end-user support initiatives within broad outlines provided by Department of Aviation executive management. 
• Manage the work efforts of the IT Department’s Helpdesk, Helpdesk Coordinator, and AV Specialists. 
• Maintain and deliver a system of metrics that accurately reflect the performance, capabilities, and capacity of your team. 
• Contribute to the continuity of end-user computer services by providing necessary technical leadership and project coordination. 
• Review/evaluate requests for purchases of hardware and software for feasibility and necessary funding. 
• Forecast costs, equipment, overtime and personnel needs for projects and programs as required and related to Department of Aviation operations. 
• Prepare procurement documentation and paperwork for approval by DOA Executive. 
• Prepare long- and short-range plans for application selection, Operating System upgrades, systems development and distribution, and acquisition of the resources needed to support them. 
• Establish and maintain relationships with both internal and external clients using Department of Aviation information technology resources. 
• Uphold IT standards, policies, and procedures including any requirements established by DOA Executive. 
• Stay abreast of the latest developments in MIS technology with an emphasis on end-user support tools and techniques. 
• Determine staff development requirements and ensure technical support staff receives suitable training. 
• Perform hiring tasks necessary to maintain staffing levels established by DOA Executive. 
• Monitor and provide status updates for activities related to Department of Aviation service desk operations and staff assignments. 
• Develop and present services to the Airport through a sustainable and user-friendly interface using