IT Support Services Manager

This role oversees the daily technical, administrative, and managerial duties of the support services team, encompassing laptop, desktop, and telephone maintenance and administration. The incumbent plans and budgets resources to ensure end-user assistance while coordinating computer service desk functions, troubleshooting hardware and software issues, and managing incident tickets via a ticketing system. Additionally, they monitor staff performance to optimize user-system resolution and maintain trusted relationships with City Departments by communicating outages and coordinating service changes.