Job Information
Salt Lake City Corporation Information Technology Support Manager in Salt Lake City, Utah
Position Title:
Information Technology Support Manager
Job Description:
The IT Support Manager is a key leader in the daily operations for the Information Management Services Department. The manager directs the IT support team members in providing customer and IT support to city employees in software, hardware and network related issues.
This position will remain open until filled and may close at any time.
Position Salary Range:
$97,857 - $108,731 *based on qualifications and experience.
This position is eligible for full city benefits, including:
Health Insurance (95% of premium paid by city)
Dental, Vision and Life Insurance
Paid vacation and personal leave
Six -twelve weeks of paid parental leave from day 1 of employment
Retirement contributions toward a pension plan and/or 401(k)
A robust Employee Assistance Plan (EAP)
Up to $4,000 tuition reimbursement annually
Discounted supplemental benefits like pet insurance and legal services
TYPICAL DUTIES:
Leads a team of highly skilled support staff in supporting city employees with their technology needs.
Establishes and maintains proper policies and procedures and metrics to ensure incidents are resolved according to industry standards.
Trains and mentors team members in customer service skills, technical skills, and communications skills.
Ensures staff members resolve customer’s IT problems and assists in the resolution of escalated work orders.
Documents essential system processes and procedures and creates repeatable processes where applicable.
Hires, trains, coaches, counsels and administers disciplinary actions, as necessary. Recommends staff for promotions in accordance with established policies and procedures. Approves timecards and vacation requests for managed staff.
Works closely with all members of the IMS management team to ensure proper resources are available to accomplish tasks, goals, and strategic direction established by the department.
Participates in the project assignments and sets priorities for the support staff assigned to the team.
Researches reoccurring internal operational problems. Creates troubleshooting flowcharts on various operational problems. Identifies and defines root causes of problems and implements changes in processes and procedures to address issues. Identifies frequent repair processes and inputs resolution into a knowledge base.
Monitors work orders to ensure timely resolution of reported problems and the timely installation of hardware and software. Performs follows up calls with customers to ensure the work ordered has been satisfactorily completed.
Provides information and training to team members to be responsive to user’s expectations.
May be responsible to assist in the acquisition of requested hardware and software and for the timely procurement, configuration, and deployment of hardware assets including computers, printers, scanners, and some types of servers, as well as other types of end user peripheral devices.
MINIMUM QUALIFICATIONS
Graduation from a four-year accredited college with a bachelor’s degree in Computer Science, Engineering, or related field and ten (10) years’ experience in supporting and administrating end user devices such as PCs, notebooks, and mobile devices in a Microsoft environment with a demonstrable increase in responsibility. Education and experience may be substituted on a year for year basis.
10 years’ experience in IT project leadership.
10 years’ experience in managing and coordinating the efforts of a support team.
Demonstrated experience with project management and software lifecycles.
Demonstrated ability to design, implement, document, and support very detail-oriented processes and troubleshoot those processes when problems arise.
Experience supporting and maintaining applications on large networks.
Ability to communicate effectively with fellow employees, coaches and business partners.
Valid driver’s license or driving privilege card.
Knowledge of IT call-center operations and the methodologies and techniques used to ensure appropriate staffing levels to meet defined service level agreements.
Considerable and highly technical knowledge of end user hardware such as desktop PCs, notebook computers, mobile devices, printers, and other peripheral devices.
Demonstrated knowledge of end user device operating systems including but not limited to Windows, MacOS, iOS, and Android as well as server operating systems such as but not limited to Windows Server, Linux, and Unix.
Demonstrated knowledge of network protocols as they relate to end user devices and the principles of data communications and related equipment.
Desired Qualifications:
Experience with airport owned services used in a dynamic airport environment to provide flight information, dynamic signage, and paging to the traveling public.
Ability to interface with various airport entities including Operations through to individual Airlines. Strong communication, organizational, and people skills. Ability to express technical ideas and concepts to all levels of understanding.
Experience with flight information data feeds and interfaces to airport systems is highly desirable.
Experience with paging systems from sound concepts through distribution via Dante protocol networking is highly desirable.
Participate in the installation, startup, and commissioning of airport systems. Support the verification of system databases and programming, ensuring consistency with the scope of work and sequence of operations. Experienced with system management best practices and infrastructure documentation.
Ability to utilize electronic equipment to test and calibrate, troubleshoot down to the component level. Able to isolate and repair devices, server, and or network issues.
Experience in working with large enterprise systems with various end user groups. Maintains data allocation of the storage area network to individual servers.
Proficient in Windows operating systems with experience in networked environments, programming and graphical dashboards/graphical displays.
Experienced with leading a team of skilled professionals and technology programs.
WORKING CONDITIONS:
Light physical effort. Intermittent sitting, standing & walking. Comfortable working conditions.
Regular exposure to stressful situations as a result of human behavior and the demands of the position.
Required to be available for contact at all times of the day and all times of the week (when not on vacation) as a requirement of the position.
The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
DEPARTMENT
Airport
Full Time/Part Time:
Full time
Scheduled Hours:
40
Need help applying? Please call our Recruitment team at 801-535-6699 or email careers@slc.gov .
BENEFITSFull-Time roles with Salt Lake City Corp are eligible for a generous, robust benefits package including:
Health Insurance (95% of premium paid by city)
HSA or Flex Account (HSA – City contributes $1,000 - $2,000 annually into account, no match required)
Dental, Vision and Life Insurance
City-paid retirement contributions toward a pension plan and/or 401(k)
A robust Employee Assistance Plan (EAP)
Up to $4,000 tuition reimbursement annually
Discounted supplemental benefits like pet insurance and legal services
Wellness clinic for employees and their families
Paid Time Off
12 vacation days to start
12 paid holidays & 1 personal holiday
Up to 80 hours of personal leave annually
6 weeks of paid parental leave to all new parents
Additional time off credit possible for rehires or new hires coming from another public jurisdiction
VETERAN EMPLOYER:
Salt Lake City is proud to be a partner of the Utah Patriot Program, providing employment opportunities for Veterans, Military and spouses. We are also a proud National Service Partner.
ABOUT SALT LAKE CITY CORP
Our Salt Lake City family serves a population of over 200,000. As an Equal Opportunity Employer, the City is committed to providing resources, access, and opportunity to all and continue to recruit and retain talented people from all backgrounds. Our employees make a real difference with the work they do every day and are actively shaping our beautiful City's future.
We aspire to shape a better community and workplace, and as such, we are committed to pay equity. We are proud to have achieved gender pay equity as a leader in the Utah community by creating a workplace where there is equal opportunity for all.
The City is committed to the full inclusion of all qualified individuals. As part of this commitment, Salt Lake City will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at 801-535-7900.