Under general direction, leads the County’s Service Delivery Division and is responsible for the quality, reliability, and continual improvement of customer-facing technology services. This position provides strategic and operational leadership for the IT Service Desk, desktop and endpoint support, device lifecycle management, IT asset management, customer engagement, conference room technology, employee onboarding, and related service delivery functions.
The IT Manager of Service Delivery serves as a champion for modern IT Service Management (ITSM), customer experience, and operational excellence. The position establishes and matures ITIL-aligned practices; uses service data and customer feedback to improve performance; and works across Information Technology divisions to ensure services are secure, consistent, measurable, and aligned with County priorities.
This role regularly partners with department leaders, elected offices, employees, vendors, and technical teams to understand business needs, communicate service expectations, resolve complex issues, and strengthen trust in County technology services. Occasional after-hours work may be required for urgent incidents, planned maintenance, system upgrades, public meetings, or other operational needs.
Why Coconino County IT?
This role offers the opportunity to shape how technology services are delivered across a diverse local government organization. Improvements made by the Service Delivery team help County employees serve residents, support public safety and emergency response, conduct elections, deliver health and human services, maintain public infrastructure, and provide many other essential services. The successful candidate will join a collaborative IT leadership team focused on secure and reliable operations, customer engagement, modernization, accountability, professional growth, and continual improvement.
Work Arrangement: This is an in-office position. Limited remote work may be authorized on an occasional basis, subject to operational needs, and requires prior approval from the Deputy Chief Information Officer or Chief Information Officer.
Background Requirement: This position will require the successful completion of a Criminal Justice Information Services (CJIS) fingerprint and background clearance within 90 days of employment, this must be maintained throughout employment.
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; OR: Associate degree in Computer Information Systems, Management Information Systems or closely related field and three years of work experience in programming and systems analysis; OR; Four years of work experience in programming and systems analysis; OR; Any equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position.
Preferred Qualifications include:-
Experience leading an IT Service Desk, desktop support, endpoint management, field support, or customer-facing technology operation.
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Experience administering an enterprise ITSM platform such as ServiceNow, Ivanti, Freshservice, Jira Service Management, ManageEngine, or a comparable platform.
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Experience with Microsoft 365, Microsoft Intune, endpoint configuration and compliance, device lifecycle management, and enterprise software deployment.
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Experience in local government, public sector, education, healthcare, public safety, or another complex service-oriented environment.
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Relevant certifications such as ITIL 4 Foundation, HDI, PMP, Lean Six Sigma, Microsoft, or comparable certification are desirable.
The ideal candidate is a service-oriented leader who combines technical knowledge, sound judgment, and strong relationship building skills. They are energized by improving the employee technology experience, developing high-performing teams, using data to drive decisions, and building practical ITSM processes that create measurable value. They communicate clearly with technical and nontechnical audiences, remain calm during major incidents, and understand that local government technology must be reliable, secure, responsive, and accountable to the public. They lead by example, empower their team to make informed decisions, and foster a culture of continuous improvement, ownership, and exceptional customer service.
