The purpose of this position is to lead a team of personnel involved in the delivery of Information Technology (IT) and Operational Technology (OT) Service Desk functions to support business operations. Oversees day-to-day operations, organizes, and monitors work processes, and assigns tasks resources. May function as a working supervisor. OPERATIONS: : Completes operations by developing team schedules, assigning, and monitoring work; gathering resources; implementing productivity and customer s... more details
POSITION OVERVIEW
Applications accepted from: All Persons Interested Division: Digital Strategies Workdays & Hours: *Monday-Sunday 8am-8pm (varies) *(Subject to change)
DESCRIPTIONS OF DUTIES/ESSENTIAL FUNCTIONS The purpose of this position is to lead a team of personnel involved in the delivery of Information Technology (IT) and Operational Technology (OT) Service Desk functions to support business operations. Oversees day-to-day operations, organizes, and monitors work processes, and assigns tasks resources. May function as a working supervisor.
OPERATIONS: : Completes operations by developing team schedules, assigning, and monitoring work; gathering resources; implementing productivity and customer service standards; resolving operations problems; maintaining reference on-line manuals and implementing new procedures and processes. Controls expenditures by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions. Delivers high performance by enforcing performance, quality, and customer service standards. Completes other projects as assigned.
Lead a team of personnel involved in the delivery of IT Service Desk functions related to Houston Public Library's Digital Strategies Division, including, but not limited to:
Software and Hardware updates and troubleshooting of technology fused by both customers and staff.
Research new and innovative technology that facilitate enhanced customer service.
Plan and coordinate the deployment of Library Technology.
Provides support to internal and external divisions for events and programs. Some support may include nights or weekends due to the event and program schedule (after-hours and weekends).
Coordinate with Help Desk Supervisor to maintain customer service standards in incident tracking system.
Handling a variety of assignments related to the support of virtual town halls and support for virtual library services and programming.
SUPERVISION: Functions as technical lead with limited supervisory responsibilities. Plans, organizes, and assigns work for the team. Accomplishes staff results by communicating job expectations and providing technical guidance, coaching, mentoring. Provides input to manager regarding team member performance evaluations and disciplinary action. Contributes to the development of policies, procedures, and productivity standards. Assists manager with recruiting, selecting, orienting, and training team members; maintains a safe, secure, and discrimination-free work environment; developing team member personal growth opportunities. Establishes team goals that support organizational objectives by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
CUSTOMER SERVICE: Maintains customer service standard by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures. Completes customer service operational requirements by scheduling and assigning team members, following up on work results. Maintains quality service by enforcing quality and customer service standards, analyzing, and resolving quality and customer service problems; identifying trends; recommending system requirements. Assess customer satisfaction with services by designing and implementing satisfaction surveys; analyzing and interpreting results.
WORKING CONDITIONS The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.
Information systems-specific technical certifications may be substituted for 1 year of either the education or the experience requirement, as applicable. Related professional Information Systems experience may be substituted for the education requirement on a year-for-year basis. EXPERIENCE REQUIREMENTS Requires at least five (5) years of technology experience supporting IT infrastructure including networks, security, and hardware, or progressive experience in an IT Service Desk environment. A Master’s degree in Computer Science, Management and Information Systems (MIS) or a closely related field may be substituted for two years of the experience requirement.
LICENSE REQUIREMENTS None
PREFERENCES
PREFERENCES
Preferences shall be given to the individual with a strong background in the library industry. Team leader that is fully proficient in applying established standards; knowledgebase acquired from years of client support experience, interpersonal skills, troubleshooting skills, decision making, problem analysis and resolution. Ability to execute moderately complex or specialized projects; adapts precedent and may make significant departures from traditional approaches to develop solutions. A valid Texas driver's license and compliance with the City of Houston's policy on driving (AP 2-2) preferred
**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**
GENERAL INFORMATION
SELECTION / SKILLS TESTS REQUIRED Department may administer skills assessment test
SAFETY IMPACT POSITION: Yes
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification. PAY GRADE: 23
APPLICATION PROCEDURES Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-1472. If you need special services or accommodations, 832-393-1472 (TTY 7-1-1). If you need login assistance or technical support call 855-524-5627. Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process. All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided. EOE Equal Opportunity Employer The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
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