IT Service Delivery Assistant Manager

SUMMARY: Responsible for supporting the IT Systems Scheduling Analyst Manager in overseeing the delivery of IT services to district users by providing direct supervision of Service Desk staff and ensuring consistent, high-quality, and efficient operations. This role focuses on personnel management, daily operational oversight, incident and workload coordination, service performance monitoring, and the implementation of process improvements, while partnering with the IT Service Lead on technical guidance and service standards.

SALARY: Admin/Professional/Technical Pay Schedule, Range 4, starting at $6,224.17 per month (equivalent to $74,690.00 annually), depending on recent relevant experience. 8 hours per day, Monday through Friday on the 12-month work schedule. Position is eligible for benefits.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

• Assists in overseeing the delivery of IT services by providing direct supervision of Service Desk staff, managing daily operations, and ensuring consistent, high-quality service. This role includes staff scheduling, workload coordination, and monitoring performance, while identifying opportunities for improvement and initiating corrective actions as needed. Works closely with the IT Service Lead to provide staff mentoring, technical guidance, and support for professional development, while collaborating with management on operational and performance matters. Supports the Lead in technical escalation, process adherence, and maintaining service quality standards.
• Supports the onboarding and training of IT technicians by facilitating guidance, mentoring, and professional development activities. Assists with allocating tasks and resources to ensure service requirements are met and contributes observations and feedback to the staff performance evaluation process.
• Serve as a point of contact for escalated service issues from staff. Determine if the issue needs to be escalated to Level III support tier. Provide Level II support for all tickets related to technology. Enter tickets in the service desk tracking system. Work closely with departments to support IT service needs.
• Under the direction of the IT Systems Scheduling Analyst Manager, acts as a point of contact for escalated service issues from staff, providing Level II support for technology-related tickets and determining when further escalation to Level III is appropriate. Enters and tracks tickets in the service desk system, collaborates with departments to ensure IT service needs are met, and works in coordination with the IT Service Lead on technical guidance and escalation processes.
• Under the direction of the IT Systems Scheduling Analyst Manager, assists in maintaining accurate records of service incidents and problems, and supports the preparation of reports on team performance, service metrics, and improvement initiatives.
• Under the direction of the IT Systems Scheduling Analyst Manager, coordinates IT support for classrooms, labs, libraries, and remote learning environments, utilizing department staff and available resources to support effective technology deployment and operations.
• Contribute to service improvement plans and the implementation of new tools, technologies, or processes.
• Assists in service improvement initiatives, coordinating with the IT Service Lead and supporting the IT Systems Scheduling Analyst Manager in the adoption and implementation of new tools, technologies, and processes to enhance IT service delivery.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION: High School diploma or equivalent plus post-secondary courses in business or a vocation school equivalent up to one year of college.

EXPERIENCE:

• 3 years IT service management or IT operations.
• Proven experience managing teams and delivering services.
• Strong knowledge of ITIL framework and service delivery principals.

SKILLS, KNOWLEDGE, & EQUIPMENT:

• Excellent leadership, communication and stakeholder management skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple projects and priorities simultaneously.

CERTIFICATES, LICENSES, & REGISTRATIONS:

• Current Colorado Driver license and insurance at time of hire.
• ITIL Foundation/Service Operations certification within 12 months of hire.

SUPERVISION/TECHNICAL RESPONSIBILITY: 75% or more time spent supervision client service technicians, including training and directing daily work.
 
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