IT Manager - Service Delivery - Information Technology (0826)

Coconino County•Flagstaff, AZ

4d•Onsite

About The Position

Under general direction, leads the County’s Service Delivery Division and is responsible for the quality, reliability, and continual improvement of customer-facing technology services. This position provides strategic and operational leadership for the IT Service Desk, desktop and endpoint support, device lifecycle management, IT asset management, customer engagement, conference room technology, employee onboarding, and related service delivery functions. The IT Manager of Service Delivery serves as a champion for modern IT Service Management (ITSM), customer experience, and operational excellence. The position establishes and matures ITIL-aligned practices; uses service data and customer feedback to improve performance; and works across Information Technology divisions to ensure services are secure, consistent, measurable, and aligned with County priorities. This role regularly partners with department leaders, elected offices, employees, vendors, and technical teams to understand business needs, communicate service expectations, resolve complex issues, and strengthen trust in County technology services. Occasional after-hours work may be required for urgent incidents, planned maintenance, system upgrades, public meetings, or other operational needs. This role offers the opportunity to shape how technology services are delivered across a diverse local government organization. Improvements made by the Service Delivery team help County employees serve residents, support public safety and emergency response, conduct elections, deliver health and human services, maintain public infrastructure, and provide many other essential services. The successful candidate will join a collaborative IT leadership team focused on secure and reliable operations, customer engagement, modernization, accountability, professional growth, and continual improvement. This is an in-office position. Limited remote work may be authorized on an occasional basis, subject to operational needs, and requires prior approval from the Deputy Chief Information Officer or Chief Information Officer. This position will require the successful completion of a Criminal Justice Information Services (CJIS) fingerprint and background clearance within 90 days of employment, this must be maintained throughout employment.

Requirements

Bachelor’s degree in Computer Information Systems, Management Information Systems or closely related field and two years of work experience in programming and systems analysis; OR: Associate degree in Computer Information Systems, Management Information Systems or closely related field and three years of work experience in programming and systems analysis; OR; Four years of work experience in programming and systems analysis; OR; Any equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position.
Working Knowledge of: ITIL 4 concepts and modern IT Service Management principles, practices, governance, and continual improvement.
Incident, request, problem, change, knowledge, asset, configuration, service catalog, service level, and major incident management.
Customer experience, stakeholder engagement, service reviews, relationship management, and effective communication with technical and nontechnical audiences.
Service metrics, operational reporting, trend analysis, customer satisfaction measurement, and data-driven decision-making.
Enterprise endpoint technologies, desktop support, mobile device management, Microsoft 365, identity and access concepts, software distribution, and device lifecycle management.
Leadership, coaching, team development, workforce planning, performance management, and organizational change.
Project management, budgeting, procurement, contract administration, vendor management, strategic planning, and fiscal stewardship.
Ability to: Build trusted relationships and collaborate effectively with departments, elected offices, technical teams, vendors, and executive leadership.
Plan, prioritize, and manage multiple projects and operational initiatives from concept through implementation with minimal direction.
Communicate effectively in writing and verbally, balance competing priorities, and make sound decisions while maintaining exceptional customer service, cybersecurity, fiscal responsibility, and workplace safety.

Nice To Haves

Experience leading an IT Service Desk, desktop support, endpoint management, field support, or customer-facing technology operation.
Experience administering an enterprise ITSM platform such as ServiceNow, Ivanti, Freshservice, Jira Service Management, ManageEngine, or a comparable platform.
Experience with Microsoft 365, Microsoft Intune, endpoint configuration and compliance, device lifecycle management, and enterprise software deployment.
Experience in local government, public sector, education, healthcare, public safety, or another complex service-oriented environment.
Relevant certifications such as ITIL 4 Foundation, HDI, PMP, Lean Six Sigma, Microsoft, or comparable certification are desirable.
Service-oriented leader who combines technical knowledge, sound judgment, and strong relationship building skills.
Energized by improving the employee technology experience, developing high-performing teams, using data to drive decisions, and building practical ITSM processes that create measurable value.
Communicates clearly with technical and nontechnical audiences, remains calm during major incidents, and understands that local government technology must be reliable, secure, responsive, and accountable to the public.
Leads by example, empowers their team to make informed decisions, and fosters a culture of continuous improvement, ownership, and exceptional customer service.

Responsibilities

Leads the County's IT Service Management (ITSM) program by establishing, governing, measuring, and continually improving ITIL-aligned service management practices, including Incident, Request, Problem, Change, Knowledge, and Asset Management.
Establishes service ownership, operating standards, escalation paths, and continual improvement priorities based on service performance, customer feedback, operational risk, and County priorities.
Serves as a primary relationship manager and trusted advisor for County departments, elected offices, and employees regarding end-user technology services.
Promotes a customer-first culture focused on clear communication, timely acknowledgement, ownership, warm handoffs, and follow-through.
Establishes and monitors service level agreements (SLAs), key performance indicators (KPIs), and operational dashboards.
Uses measures such as first contact resolution, mean time to resolve, ticket backlog, reopen rate, customer satisfaction, change success, endpoint compliance, and asset accuracy to evaluate performance and identify improvement opportunities.
Presents service performance, customer trends, risks, accomplishments, and recommendations to IT leadership and County stakeholders.
Supervises, mentors, coaches, and evaluates assigned personnel while fostering a culture of collaboration, accountability, learning, and exceptional customer service.
Builds team capability in ITSM practices, technical support, documentation, communication, problem solving, and customer engagement.
Identifies opportunities to streamline service delivery through workflow automation, self-service, knowledge-centered support, standardized request forms, and AI-assisted tools where appropriate and approved.
Improves the quality and accessibility of technical documentation, customer guidance, known-error information, and internal support procedures.
Reduces avoidable manual effort while maintaining security, accessibility, transparency, and service quality.
Oversees the procurement, receipt, inventory, configuration, assignment, refresh, recovery, retirement, and secure disposal of end-user technology assets.
Maintains accurate records in the IT asset inventory and configuration management systems and ensures assets are traceable throughout their lifecycle.
Manages Microsoft enterprise licensing and third-party software licensing, including assignments, purchases, annual true-up activities, compliance, and cost optimization.
Partners with the Information Security Office and other IT divisions to manage vulnerabilities, endpoint compliance, secure configurations, software standards, and remediation activities.
Supports continuity of operations, major incident response, recoverability, and service restoration for customer-facing technology services.
Ensures Service Delivery processes and technologies comply with County policies, applicable laws, CJIS requirements, records obligations, accessibility expectations, and industry best practices.
Contributes to departmental and County strategic planning and aligns Service Delivery priorities with organizational goals.
Develops and manages budgets, contracts, procurement activities, lifecycle forecasts, and vendor relationships related to Service Delivery operations.
Leads or participates in technology projects and cross-functional initiatives from planning through implementation and operational transition.