Coconino County Sheriff's Office (Patrol) · 1 day ago
IT Manager - Service Delivery - Information Technology (0126)
Flagstaff, AZ
Full-time
Onsite
Mid, Senior Level
$89K/yr - $103K/yr
2+ years expCoconino County Sheriff's Office is focused on delivering reliable IT services and seamless user experiences. The IT Manager - Service Delivery will lead customer and desktop support operations, ensuring alignment with the County’s strategic vision while overseeing team performance and operational management.
Law Enforcement
Responsibilities
Continuous Improvement: Evaluates services and technologies, providing both tactical and strategic direction for IT service desk, desktop support, and customer engagement
Team Leadership: Supervises, mentors, and evaluates assigned personnel, fostering a culture of collaboration, accountability, and customer service excellence
Operational Management: Oversees routine tasks, scheduling, training, and performance of IT Service Delivery staff using communication, meetings, and tickets to meet established SLA’s; administers the asset management and ticketing platform
Documentation & Standards: Develops and maintains procedural documentation, establishes best practices for Service Delivery application and device performance, recoverability, problem management, change control, and asset tracking
System Reliability: Monitors and maintains continuity of Information Technology services to support enterprise and citizen needs
Technical Expertise: Provides technical guidance, troubleshooting, and project leadership for Service Delivery projects, maintenance issues and related support activities including but not limited to conference room technology, public meeting support, and new employee onboarding
Stakeholder Engagement: Serves as the primary liaison for end-user departments to identify needs, implement improvements, and ensure timely, effective service delivery; provides alert notifications; and manages vendor relationships to ensure service quality
Supply Chain & Lifecycle Management: Oversees procurement, installation, configuration, and decommission of software and equipment; manages processes for the receipt, disposition, tracking, refresh, and retirement and/or disposal of all user assets, validates shipments, and updates the IT asset inventory database
Security Compliance: Monitors and manages vulnerability mitigation across the enterprise in relation to Service Delivery applications and devices (desktop, laptop, mobile) ensuring security compliance in partnership with the Information Security Office (ISO)
Strategic Planning: Contribute to departmental and organizational strategic initiatives, aligning Service Delivery operations with long-term goals and objectives
License Management: Management of Microsoft Office Enterprise Agreement and 3rdparty applications including licensing assignments, purchases throughout the year, and annual true up
Qualification
Required
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
Associate degree in Computer Information Systems, Management Information Systems or closely related field and three years of work experience in programming and systems analysis
Four years of work experience in programming and systems analysis
Any equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position
Successful completion of a Criminal Justice Information Services (CJIS) fingerprint and background clearance within 90 days of employment; this must be maintained throughout employment
Working knowledge of leadership and team building skills to manage the activities of Service Delivery staff and/or division toward the accomplishment of department and County goals
Technical knowledge and understanding of IT functions, technologies, supplies and services including but not limited to systems, network, desktop and telecommunications
Effective project management practices
Change Management
ITSM framework and best practice
Long term strategic planning and fiscal/budgetary practices including contract negotiation
Ability to analyze technical end user problems and develop appropriate solutions
Ability to plan, initiate, and manage projects from beginning to end, with minimal direction
Ability to communicate effectively verbally and in writing to technical and non-technical audiences
Ability to establish and maintain effective working relationships
Ability to work safely and support the culture of workplace safety
Ability to follow written and oral instructions
Preferred
Creative problem-solver who likes to be challenged, with a demonstrated willingness to take initiative and ability to work independently
Experience managing a Service Desk Ticketing System
Experience with ITIL/ITSM
Benefits
Vacation/Annual Leave
Sick Leave
10 Holidays Per Year
Health Care Insurance
Dental Plan
Vision Plan
Group Life Insurance
Pre-Tax Deduction Plan
Sick Leave Conversion Plan
Personal Day Purchase Program
Vacation Sell Back Program
Tuition Reimbursement Program
Wellness Program
Long-Term Disability
Arizona State Retirement System
Employee Assistance Program
On-going Training Opportunities
Free bus transportation/ EcoPass bus pass
Dependent Medical, Dental, and Vision
Supplemental Life (for employees & dependents)
Flexible Spending Account
Health Savings Account
Tax-deferred investment program
Accidental and Disability Insurance
Short Term Disability
Company
Coconino County Sheriff's Office (Patrol)
Our Mission: We are committed to providing responsive and effective Service to the Community.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase