IT Manager, Client Services

Philadelphia, PA, United States

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:

• Impact - The work you do here matters to millions.

• Growth - Philadelphia is growing, why not grow with it?

• Diversity & Inclusion - Find a career in a place where everyone belongs.

• Benefits - We care about your well-being.

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description The Philadelphia International Airport is managed by the Department of Aviation of the City of Philadelphia. The airport handles approximately 82,000 travelers per day. The airport Information Technology department is headed by the Chief Information Officer (CIO).The IT Client Services Manager manages the Airport’s IT Helpdesk and AV Support Services. The IT Client Services Manager will oversee the day-to-day operations of the IT support team, ensuring that technical issues are promptly addressed and resolved to minimize downtime. They will develop and implement strategies for optimizing helpdesk processes, including ticket management, escalation procedures, and user training. Additionally, they will collaborate with other IT teams to identify recurring issues and implement long-term solutions to improve overall system reliability and user satisfaction.

Essential Functions

Determine the goals of IT end-user support initiatives within broad outlines provided by Department of Aviation executive management.

Manage the work efforts of the IT Department’s Helpdesk, Helpdesk Coordinator, and AV Specialists.

Maintain and deliver a system of metrics that accurately reflect the performance, capabilities, and capacity of your team.

Contribute to the continuity of end-user computer services by providing necessary technical leadership and project coordination.

Review/evaluate requests for purchases of hardware and software for feasibility and necessary funding.

Forecast costs, equipment, overtime and personnel needs for projects and programs as required and related to Department of Aviation operations.

Prepare procurement documentation and paperwork for approval by DOA Executive.

Prepare long- and short-range plans for application selection, Operating System upgrades, systems development and distribution, and acquisition of the resources needed to support them.

Establish and maintain relationships with both internal and external clients using Department of Aviation information technology resources.

Uphold IT standards, policies, and procedures including any requirements established by DOA Executive.

Stay abreast of the latest developments in MIS technology with an emphasis on end-user support tools and techniques.

Determine staff development requirements and ensure technical support staff receives suitable training.

Perform hiring tasks necessary to maintain staffing levels established by DOA Executive.

Monitor and provide status updates for activities related to Department of Aviation service desk operations and staff assignments.

Develop and present services to the Airport through a sustainable and user-friendly interface using ITSM best practices.

Maintain client-facing service desk software and continuously improve it with an emphasis on end user self-service.

Other related duties as assigned.

Competencies, Knowledge, Skills and Abilities

Experience with enterprise system implementations and solution architecture.

Working knowledge of ITSM activities with a focus on Continuous Improvement.

Ability to make decisions and recommendations on technology strategies.

Ability to learn quickly in a dynamic environment.

Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.

Ability to work with cross-functional/cross departmental teams.

Demonstrated leadership ability.

Ability to work with deadlines and changing priorities in a complex environment.

Ability to exercise strong judgment in analyzing, appraising, evaluating and solving problems of a difficult procedural, organizational, administrative or technical nature.

Ability to analyze information related to computer technology to assist in directing senior leadership in the selection of software and hardware to meet the needs of the business unit.

Ability to manage vendor relationships, including hosted systems and vendor-managed applications.

Qualifications Completion of a Bachelor’s degree program at an accredited college or university, which has included major course work in Computer Science, information science, systems analysis, software engineering, or a closely related field. A postgraduate degree is a plus.

5+ years related information systems experience in a management capacity.

Experience in the Aviation industry a plus.

Experience in a governmental environment a plus.

Additional Information Salary Range: $100,000 - $110,000

Starting salary to be determined based on experience and qualifications.

Important: To apply, candidates must provide a cover letter and a resume.

Discover the Perks of Being a City of Philadelphia Employee :

• We offer Comprehensive health coverage for employees and their eligible dependents

• Our wellness program offers eligibility into the discounted medical plan

• Employees receive paid vacation, sick leave, and holidays

• Generous retirement savings options are available

• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.

• Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.

• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].

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