Under general direction, oversees the daily activities of the Enterprise Support Center operations and technical staff, documents technology related processes, oversees technology related end user training, manages customer relations; and performs other related duties as assigned.
DUTIES AND RESPONSIBILITIES (Which are not in any hierarchical order)
1. Manages diverse technical staff of the Enterprise Support Center (ESC) including hiring, supervision, development, evaluation, and disciplinary action.
2. Participates in the development and implementation of all technology policies and procedures including, but not limited to, those for architecture, security, disaster recovery, standards, purchasing, and service provision.
3. Generates help desk performance and metric reports for the Information Technology department.
4. Ensures that staff provides timely and considerate customer service to end users by fielding help desk calls and resolving technical issues through training of helpdesk staff on operational procedures and troubleshooting techniques.
5. Enforces quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
6. Provides technical support to all City departments in resolving network and computer hardware or software issues.
7. Researches and recommends purchases of computer hardware, computer peripherals, and software for all City desktop computers.
8. Oversees the development and implementation of training programs for the City’s standard desktop applications.
9. Implements end user training programs to increase computer literacy and self-sufficiency
10. Monitors and analyzes Service Level Agreement performance as it relates to customer service activities, including the performance of the ESC.
11. Performs other related duties as assigned.
