Information Technology (IT) Manager - Application Support

City of Mesa•Mesa, AZ

16h

About The Position

The City of Mesa Department of Innovation and Technology (DoIT) is seeking an IT Manager to lead the support, administration, maintenance, and continuous improvement of applications in the City’s Enterprise Resource Planning (ERP) and Data Services environments. The role provides technical leadership and day-to-day operational management for a team responsible for third-party and internally developed applications, integrations, reporting solutions, and databases. The manager is accountable for system reliability, performance, and quality, and for operational excellence across application support services. The position supervises and mentors staff, manages workloads and priorities, and fosters a collaborative, customer-focused support environment. The IT Manager develops service strategies, guides investment and workforce planning, understands service cost drivers, and manages service-level agreements. The manager guides continuous improvement and works with solution and system architects and vendor managers to evaluate new technologies and their impact on services. In Business Solutions, the manager engages with business partners on resource planning, service enhancement requests, cost evaluations, standards reviews, and prioritization. The role also supports reliable IT infrastructure and evaluates resource availability and infrastructure capacity to sustain service delivery and system performance. The position facilitates meetings and governance boards; advises on proposed work plans and project progress; develops and modifies procedures and customer services; conducts short- and long-term Citywide technology planning; and identifies resources needed to meet objectives. Additional duties include marketing DoIT services, managing customer expectations and satisfaction, formulating budgets and long-range plans, supervising professional staff, and coordinating projects and service deliverables within available resources and City and IT strategies. Related duties may be assigned. The IT Manager works independently and must communicate effectively with internal and external parties, translating technical matters for business and technical audiences. Employees in this class must be available 24 hours a day to cover emergency situations. The position is supervised under the general supervision of an Assistant Chief Information Officer or Chief Information Officer, with work evaluated through reports, conferences, meetings, and results. The classification is non-classified, non-merit system, at-will, and FLSA exempt-administrative.

Requirements

Bachelor’s degree in Computer Science, Management, Public Administration, Project Management, or a related field, or an equivalent combination of training, education, and experience.
At least 5 years of experience in IT management or project leadership.
3–5 years of experience managing, supervising, or leading the coordination and management of large-scale systems or services.
Strong communication skills and sufficient business and technical knowledge to explain meaning and impact using business and technical terminology.
Ability to work independently and with initiative while handling simultaneous projects and resource requests.
Must pass the required background investigation before commencing employment, where applicable by assignment.
Must possess a valid Class D Arizona Driver’s License by the hire or promotion date, where applicable by assignment.
All City employees are expected to uphold the City’s shared values of Knowledge, Respect, and Integrity.

Nice To Haves

1–3 years of experience in the area of assignment.
Experience with presentations, project management, team facilitation, budgeting, marketing, advertising, training, asset management, and purchasing.
Experience or training in customer service techniques.
Experience with Microsoft Office 365, Power BI, MSSQL T-SQL, SQL Server Reporting Services (SSRS), scripting, process automation technology, and container-based applications such as Docker and Kubernetes.
Expertise in enterprise application support, application security, data/database management, data strategies, and strategic technology planning.
Experience managing vendors, complex projects, multiple technology environments, application lifecycle strategies, risk, and technical staff.
Strong analytical, written, verbal, project management, and task management skills.

Responsibilities

Develop service strategies, guide service investment and workforce planning, and manage service-level agreements.
Monitor service cost drivers and connect costs to consumption drivers.
Guide continuous improvement and consult with solution and system architects on new technologies and architecture roadmaps.
Work with vendor managers to identify and evaluate emerging technologies and their impact on services.
Engage business partners in resource planning, service enhancement reviews, cost evaluations, standards reviews, and prioritization.
Lead support, administration, maintenance, and continuous improvement of ERP and Data Services applications, integrations, reporting solutions, and databases.
Ensure the reliability, performance, and quality of assigned systems and the operational excellence of application support services.
Supervise, mentor, and direct professional staff; manage team workloads, priorities, and resource availability.
Evaluate IT infrastructure capacity to support sustainable, efficient service delivery and optimum system performance.
Facilitate meetings and governance boards and advise on proposed work plans and project progress.
Implement, evaluate, and modify procedures and customer-related services.
Complete short- and long-term strategic information technology planning for Citywide services and identify resources needed to meet objectives.
Market DoIT services to City customers, manage expectations, and monitor, report, and address customer satisfaction issues.
Formulate budgets, procedures, and long-range plans based on City customers’ business requirements.
Coordinate multiple projects and service deliverables, balancing objectives against available resources and aligning work with City and IT strategies.
Communicate technical and business information effectively to internal and external audiences.
Be available on a 24-hour basis to cover emergency situations.