IT Service Delivery Manager - Instructional Support Facility

Job Title: Information Technology Service Delivery Manager

FLSA Exemption Status: Exempt

Classification Group: Professional Technical

Supervising Position: Director of Technology Services

Pay Plan: Professional Technical

Pay Range: Range 10

Last Updated: 5/17/2024

Pay Information

Benefits Information

 

JOB SUMMARY:  Manage the Information Technology (IT) Service Delivery team, leading the District’s service desk and field support teams supporting hardware and software systems throughout the District. Oversee and administer ITIL-based service support to include Incident, Problem, and Change Management. Develop and establish standards and procedures, as well as assign, direct, and coordinate the work of the support staff; provide technical support and direction; lead future development, enhancements, and maintenance of incident management/tracking systems and operating procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The subsequent duties outline the fundamental operations of the position and exemplify the nature of the tasks carried out. They do not encompass a comprehensive inventory of the obligations and responsibilities fulfilled in this role. The approximation of frequencies and time allocation percentages are flexible and subject to the requirements of the organization. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Task Descriptions Frequency Percentage of Time

1.

Manage and supervise the daily activities of the Service Desk and Field Support teams, to include training, coaching, organizing, planning, and staffing operations. Manage department employees by establishing annual performance goals, allocating resources, and assessing annual performance.

Daily 45%

2.

Manage service delivery processes, which may include incident management, problem management, request management, change management, service level management, and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels

Daily 20%

3.

Manage annual reviews of present systems and methods, and the formulation of new and revised systems, examining techniques in use and determining appropriate changes to effect improvements, reduce costs, and enhance efficiency.

Weekly 5%

4.

Coordinate the development and review of service level agreements with service support offices throughout the District.

Monthly 5%

5.

Coordinate the implementation of the Information Systems Department utilization of the Service Desk ticketing system and the development of a Service Desk knowledge base including known solutions for common incidents

Monthly 5%

6.

Prepare operational reports, metrics, and analyses setting forth progress, adverse trends, and appropriate recommendations or conclusions around individual and IS department performance.

Monthly 5%

7.

Determine fiscal requirements and prepare budgetary recommendations; monitor, verify, and reconcile expenditure of budgeted funds; prepare proposals for capital and operating expenditures.

Annually 5%

8.

Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules.

Annually 5%

9.

Perform other duties as assigned or requested.

Daily 5% TOTAL 100%

REPORTING RELATIONSHIPS: This job has supervisor responsibilities including, but not limited to, interviewing, hiring, directing work, assigning work, supervising work, training, evaluating, disciplining, and terminating. Direct reports:

• Service Desk Lead
• Technology Support Lead
• Sr Technology Support Analyst 

MINIMUM QUALIFICATIONS: The minimum prerequisites of formal education, professional work experience, certifications, licenses, endorsements, designations, trainings, and other criteria that a candidate must fulfill to be considered for a position. It is essential that certifications, licenses, endorsements, designations, and trainings are fulfilled, valid, and not expired