Sr. Manager, Service Desk

About Harris County and Universal Services:

Harris County Universal Services is transforming the way the County does business and seeking a Sr. Manager Service Desk to join our team.

Universal Services is the enterprise IT solutions center for the departments and offices of Harris County providing Information Technology Public Safety and Justice Technologies 311 Constituent Engagement Services Fleet Services and Records and Information Governance Services.

Harris County is the third largest and most diverse county in the nation with a population of more than 4.7 million. Harris County Commissioners Court the Countys governing body directs a budget of more than $4 billion providing essential services including flood control infrastructure healthcare housing and justice administration.

This is a great time to join Universal Services as we enhance critical services to Harris County residents and internal customers.

Essential Duties and Responsibilities:

• Lead and manage the Countys 24/7 enterprise Service Desk and technical support operation including staffing workload management service delivery escalation troubleshooting performance management and operational strategy.

• Establish and maintain Service Desk standards procedures service-level agreements (SLAs) key performance indicators (KPIs) and customer-service expectations.

• Lead Incident Management and Major Incident Management ensuring appropriate prioritization escalation communication coordination resolution and post-incident review.

• Ensure incidents and service requests are appropriately categorized assigned monitored escalated and resolved within established service levels.

• Lead the enterprise Change Management process in accordance with ITIL practices including change review risk assessment approval scheduling communication compliance and Change Advisory Board activities.

• Serve as a senior escalation point for complex or high-impact technical and customer-service issues and coordinate resolution across infrastructure application cybersecurity networking desktop and other technology teams.

• Provide leadership and functional oversight for ServiceNow or the Countys designated ITSM platform including platform implementation workflow development configuration enhancements integrations reporting dashboards and continuous improvement.

• Partner with technical and business teams to improve Incident Request Problem Change Knowledge and Asset Management processes within the ITSM platform.

• Use operational data dashboards trends and customer feedback to identify recurring issues service gaps and opportunities for automation and process improvement.

• Develop and maintain Service Desk procedures knowledge articles escalation matrices support models and operational documentation.

• Lead and develop Service Desk managers supervisors analysts and technical support personnel including performance management coaching training workforce planning and succession planning.

• Coordinate Service Desk support during emergency activations and significant County events and ensure appropriate technology support is available for critical operations.

• Collaborate with County departments leadership technology teams vendors and external partners to ensure effective delivery of enterprise IT services.

• Participate in technology planning budgeting vendor management contract management and IT service-management initiatives as required.

• Perform other duties as assigned in support of enterprise IT operations and service continuity.

• Supervisory Responsibilities:

• Provides senior management oversight of Service Desk and technical support operations including direct and indirect staff.

• Responsibilities include staffing and workforce planning performance evaluations goal setting coaching and development work assignment scheduling hiring and promotion recommendations disciplinary actions and ensuring appropriate coverage for 24/7 operations.

Harris County is an Equal Opportunity Employer
you need special services or accommodations please call or email .
This position is subject to a criminal history check. Only relevant convictions will be considered and even when considered may not automatically disqualify the candidate.

Education:

• Bachelors degree from an accredited college or university in Information Technology Computer Science Information Systems Business Information Systems Engineering or a closely related field.

Experience:

• Minimum five (5) years of progressively responsible experience managing or leading a large-scale enterprise Service Desk Help Desk or IT support organization.

• Demonstrated experience with Incident Management and Major Incident Management in a complex enterprise environment.

• Demonstrated experience managing ITIL Change Management processes.

• Demonstrated experience with ServiceNow or a comparable enterprise ITSM platform including implementation administration configuration enhancement or platform/process ownership.

• Experience establishing and managing Service Desk SLAs KPIs operational metrics dashboards escalation processes and continuous-improvement initiatives.

• Demonstrated management experience leading technical personnel in an enterprise environment.

Knowledge Skills and Abilities:

• Extensive knowledge of enterprise Service Desk/Help Desk operations and end-user support.

• Strong knowledge of ITIL principles and IT Service Management practices.

• Demonstrated knowledge of Incident Management Major Incident Management Problem Management Change Management Service Request Management and Knowledge Management.

• Strong working knowledge of ServiceNow or a comparable enterprise ITSM platform.

• Understanding of ITSM platform architecture workflows queues assignment groups SLAs automation dashboards reporting integrations and service catalogs.

• Ability to lead or participate in ITSM platform implementations upgrades enhancements and process transformations.

• Strong understanding of enterprise infrastructure endpoint technologies applications networking identity/access management and cybersecurity support dependencies.

• Strong analytical skills with the ability to use operational data and performance metrics to improve service delivery.

• Strong leadership organizational problem-solving and decision-making capabilities.

• Excellent written and verbal communication skills including the ability to communicate during major incidents and executive-level escalations.

• Ability to establish productive working relationships with technical teams executive leadership County departments vendors external agencies law enforcement and first responders.

Tools and Systems:

• Experience with enterprise IT Service Management platforms preferably ServiceNow including Incident Change Problem Request Knowledge Service Catalog reporting dashboards workflow and related ITSM capabilities.

• Experience with Microsoft enterprise technologies and other tools supporting Service Desk endpoint management identity management monitoring remote support collaboration and reporting.

Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received maintained or stored either manually or electronically (i.e. custodian maintenance).

Automatic Disqualification:

• Convictions probation or deferred adjudication for any Felony and any Class A Misdemeanor
• Convictions probation or deferred adjudication for a Class B Misdemeanor if within the previous 10 years
• Open arrest for any criminal offense (Felony or Misdemeanor)
• Family Violence conviction

NOTE: Qualifying education experience knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation butONLY information stated on the application will be used for consideration. See Resume will not be accepted for qualifications.

• Experience supporting 24/7 or other mission-critical technology operations is preferred.

• Experience supporting government public safety emergency management law enforcement or other complex public-sector environments is preferred.

• ITIL Foundation or higher certification.

• ServiceNow Certified System Administrator (CSA) Certified Implementation Specialist (CIS) or comparable ITSM/platform certification is preferred.

• Relevant technical project-management cybersecurity or service-management certifications are also desirable.

Location:

• 1310 Prairie St. Houston TX 77002

Work Arrangement:

• Onsite 5 days/week

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.