Job Title

IT Manager I

Location

Henrico, VA, US

Organization Name

County of Henrico Department of Information Technology

About Us

Henrico County, a progressive employer of choice, provides job seekers with the promise of fair and competitive compensation; a close-knit atmosphere with low employee turnover; and a benefits package that helps secure financial stability.
Established in 1611, Henrico County has deep historical roots. Henrico County borders the City of Richmond to the west, north and east and constitutes approximately a third of the Richmond metropolitan areas. Henrico County is among the top-rated counties in the nation and was one of the first localities to adopt the County Manager Form of Government. Citizens of Henrico County are represented by an elected Board of Supervisors representing five magisterial districts.
Henrico County General Government currently has more than 30 agencies. Department Heads are appointed by the County Manager, with the exception of the elected constitutional officers. Henrico County is an equal opportunity employer and, when you join us, you will be surrounded by fellow associates who come from all walks of life, all types of cultural backgrounds and all ages.

General Statement of Duties

Closing Date: This position closes Monday, August 15, 2022.

Primary responsibilities for the day-to-day and strategic management of the staff and resources in at least one assigned functional area in the County's centralized IT Department (e.g. Application Developers, Database Analysts, GIS Analysts, Help Desk Specialists, Network/Telecommunications Administrators, Systems Administrators, Systems Developers); management of one or more project (limited life with begin/end) or special Technology (e.g. low voltage, microwave, etc.) teams as assigned; performs related work as assigned.

Essential Duties

• Oversees the Service Desk Operations team to ensure individual performance levels consistently meet or exceed the needs of the customers based upon departmental SLAs
• Analyzes and reports on key indicators of performance for team and staff; including trends, customer feedback, resource efficiency, etc
• Monitors work queues and requests to ensure appropriate priority, escalation, resolution, and accuracy
• Responsible for hiring, scheduling, assessing, mentoring, and training of the team members
• Travel to client sites, dress and interact professionally with clients, and work at client sites when necessary
• Participate in technical requirements gathering using multiple assessment tools, run scheduled audits and scans of client's systems. Analyze customer needs and recommend solutions to meet those needs
• Provide service improvement and planning workshops as needed
• Oversees the first level of technical customer support for internal clients of all deployed Henrico County Government information technologies and services through coordination with all other information Technology (IT) teams, IT security, business units and vendors
• Establishes, maintains and improves work group performance standards, rules, procedures, and guidelines; ensuring compliance with all applicable laws, regulations, and County policies
• Develop and maintain relationship with department and division leaders to ensure quality service is provided, both internal and external to IT
• Assist with the development of methodologies to increase customer satisfaction and team productivity
• Provide program management leadership in developing IT standard documentation to ensure a repeatable end user experience (by documenting RACI's, Knowledge Articles, Troubleshooting Questions, Swim Lanes, etc.) at an IT Services Level
• Independently generates and implements improvement plans in keeping with Continuous Service Improvement model
• Participates directly in the planning and delivery of information Technology and services changes and new functions for internal customers; including software testing, user engagement, training, documentation, delivery of feedback and quality assurance
• Stays current with industry standards, trends and tools; researches, establishes and improves departmental policies, procedures, and tools as needed
• Develop or improve technical procedures including, but not limited to machine imaging and deployment, automation of service requests, hardware and software standards
• Strong background in Service Desk operations, having experience in leading a team in an enterprise environment
• Other duties and projects as assigned

Minimum Qualifications

Four (4) year degree in a relevant IT field and six (6) years of progressively more complex and responsible experience relevant to assigned IT functional area(s) of responsibility, including some previous supervisory experience; OR any equivalent combination of experience and training which provides the required knowledge, skills and abilities.

Additional Information

Core Skills, Competencies, and Characteristics you regularly demonstrate:

• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
• Excellent written and verbal communication skills. Experience in dealing with difficult interpersonal situations regarding support issues
• Experience with Enterprise Service Desk support operations
• Analytical thought process
• Ability to learn systems and processes quickly
• Broad based application and end user hardware support experience
• Experience or knowledge of Virtual Desktop Infrastructures (VDI) administration and management
• ITIL Foundation certification or familiar with ITIL continuous service improvement practices
• Strong project management skills and ability to engage in multiple initiatives simultaneously
• Strong interpersonal, written, and oral communication skills
• Ability to diffuse conflict and remain calm in stressful or high-pressure situations

A criminal history record check and fingerprinting is conducted on all persons conditionally offered employment, including a conditional offer of initial employment, or a conditional offer to promote, demote, or laterally transfer an employee

May require of a valid driver's license to provide support at locations Countywide. May require other certifications relevant to assigned IT functional area(s).
The expected hiring range will be $81,247 - $91,351

How To Apply

Closing Date: This position closes Monday, August 15, 2022.
You apply for positions with Henrico County general government through our on-line applicant system, which is available 24-hours a day, 7-days a week with an Internet connection. Please access our job site portal through https://henrico.us/services/jobs or click on the Jobs link in the upper right hand corner of our main County page at https://henrico.us .

Minimum Salary

81246

Maximum Salary

149456

Currency

USD

Main Organization

General Government General Government

Employment Status

Permanent Fulltime Permanent Full-time

Amount of Travel

Work At Home