Client Services and Operations Lead Manager

The City of San José is recruiting for a Client Services and Operations Lead Manager in the Infrastructure Division of the Information Technology (IT) Department. The position is a senior-level technical manager who will be responsible for overseeing and managing all the teams and services for endpoint management, Help desk operations, and Enterprise IT procurements. This position is responsible for maintaining a high service delivery metric for endpoint support and connectivity, strategizing technology solutions to modernize and optimize endpoint management and ensure the delivery of excellent end-user support. In addition, this position will be responsible for leading large-scale enterprise projects and will supervise a team of Network Technicians, Enterprise Information Technology Engineers, and mid-level service delivery managers.

The City of San José believes in the model of utilizing technology as a means for increased optimization as well as cost savings. Recently, the City has moved toward cloud-based services to host infrastructure services such as storage and Office 365 and has centralized tools and automation to enforce standardization using System Center Configuration Manager and Airwatch. There is a need for highly skilled, technical hands-on leadership, oversight, and technical project management as the City continues to look to modern technology to improve its operations and processes. This position is responsible for ensuring high customer service delivery metrics are met or exceeded and will lead technical teams through project review, configuration, and implementation of new technology and will develop and improve IT operation policies, procedures, standards and governance models that fit the enterprise. The position is also responsible for overseeing Citywide technology procurements and inventory control, as well as leading enterprise procurements for new Client Services specific technologies. The ideal candidate must be able to work in a fast-paced dynamic environment and be very comfortable with multitasking, making strategic and operational decisions, leading and overseeing large-scale projects, responding to potential security incidents, and directing teams performing day-to-day system administration and troubleshooting. The position demands a proven ability to troubleshoot and resolve complex technical issues with limited resources. Being a team leader and a team player, as well as having a positive attitude are essential to this position.