Deputy Commissioner IT End User Service

Position Summary

The Deputy Commissioner– IT End User Services is responsible for leading, managing, and continuously improving the City’s IT service delivery operations, including Helpdesk Services, Field Support Services, and Asset Management. Reporting directly to the IT Commissioner, this position provides operational leadership and oversight to ensure technology support services are delivered efficiently, consistently, and in alignment with the City’s business needs and Information technology objectives.

The Deputy commissioner provides direct leadership to the IT Manager– Helpdesk Services, IT Manager – Field Support Services, and Asset Management leadership, ensuring these teams operate effectively as an integrated service delivery organization. This position establishes operational expectations, monitors performance, coaches and develops leaders, drives process improvements, and ensures accountability for service quality, customer satisfaction, and operational results.

Working closely with the IT Commissioner, IT leadership team, and other technology groups, the Deputy Commissioner coordinates incident resolution, service request fulfillment, problem management activities, technology implementations, and continual service improvement initiatives. This position plays a key role in advancing IT service management practices, improving operational maturity, and ensuring the City’s technology support services continue to evolve.    Assists the Commissioner in managing and overseeing divisional and/or departmental operations.  Manages and supervises staff and resources needed to support divisional/departmental mission and or objectives.  Participates in planning, analyzing data, forecasting, management, budget preparation and/or day-to-day activities of a division and/or department. Represents the Commissioner, division and/or department in meetings, events and other activities.  Coordinate and collaborate with other divisions, departments, agencies, external partners, and stakeholders to achieve goals.  Accountable for ensuring program initiatives and/or objectives are being met.  Facilitate open lines of communication to promote transparency and accountability.  Performs related duties as required.


Bachelor's Degree in related field required.  (Substitution: Two years of experience may be substituted for each year of college education lacking, unless otherwise stated.)  Excellent written and verbal communication skills.  Effective communicator, with demonstrated leadership and management skills.   Knowledgeable and/or experience with related software, and or other systems.   Ability to effectively manage time, develop and execute strategic planning, work independently, and work varied hours.  Valid Ohio Driver's License required.  Must possess strong analytical and problem solving skills.Essential Duties and Responsibilities

Operational Leadership and Staff Management

• Provide day to day operational leadership and oversight for: Helpdesk Services, Field Support Services and Asset Management.
•  Establish clear operational expectations, priorities, and performance standards. 
• Ensure delivery teams operate effectively, efficiently, and collaboratively.
• Review operational challenges, remove barriers, and support managers in achieving service objectives.
• Ensure consistent processes, procedures, and service standards are followed across all service delivery functions.
• Identify opportunities to improve efficiency, reduce cycle times, and enhance customer experience.

Leadership, Coaching, and Development

•  Provide direct leadership, coaching, mentoring, and support to the Helpdesk Manager, Field Service Support Manager, and Asset Management leader.
• Develop managers into effective leaders who can successfully manage teams, performance, accountability, and continuous improvement.
• Establish regular leadership meetings to review priorities, challenges, metrics, and improvement opportunities.
• Provide guidance on employee development, performance management, organizational challenges, and team effectiveness.
• Promote a culture of professionalism, accountability, collaboration, and customer service excellence.
• Encourage knowledge sharing, cross-training, and teamwork across service delivery teams. 
• Support succession planning and development of future leaders within the organization.

Performance Management and Continuous Improvement

• Establish and monitor performance metrics for Helpdesk, Field Support, and Asset Management operations.
• Drive improvements in areas such as: Ticket Quality, Resolution Times, Customer Satisfaction, First Contact Resolution, Technician Productivity, Backlog Management, Reporting Availability and Effectiveness, Knowledge Utilization, and Asset Accuracy.  
• Partner with managers to develop corrective action plans when performance expectations are not met.
• Lead continual improvement initiatives that increase efficiency and service quality.

Cross Functional Collaboration

• Develop strong working relationships with other IT leaders and technical teams.
• Coordinate effectively with Applications, Infrastructure, Cybersecurity, Telecommunications, and Project Management teams. 
• Partner with IT teams to improve incident management, request management, problem management, change management, knowledge management, and configuration management.
• Facilitate communication and collaboration during complex incidents and technology implementations.
• Ensure delivery teams are prepared to support new technologies, applications, and organizational initiatives.
• Participate in technology planning and implementation activities that impact end users.

IT Asset Management

• Ensure regular and thorough audits are conducted.
• Ensure stock levels are managed to allow immediate availability of replacement devices. 
• Support vendor coordination related to asset management operations.

Security and Compliance

• Ensure delivery teams follow City security policies and operational standards.
• Ensure operational procedures support compliance requirements.
• Promote secure handling of technology assets, user information, and support activities.
• Partner with Cybersecurity team on security incidents and operational improvements.

Reporting and Operational Reviews

• Establish regular operational review processes with Helpdesk, Field Support, and Asset Management leadership.
• Review performance metrics, service trends, risks, and improvement opportunities.
• Prepare operational updates, monthly reports, and recommendations for Executive Leadership.
• Ensure managers use data to make informed decisions and improve performance.

Strategic and Administrative Responsibilities

• Assist in planning, budgeting, and procurement of IT End User Services related to technologies and services.
• Participate in technology projects, system upgrades, and implementations.
• Recommend process improvements and technology solutions that enhance operational efficiency.

Knowledge, Skills, and Abilities

• Proven leadership experience supporting Help desk and /or Field Support Services.
• Thorough knowledge of Help Desk operations, IT service management principles, and customer service best practices.
• Deep understanding of ITSM ticketing systems and processes, modern end-user computing environments and knowledge of asset management tools.
• Knowledge of Microsoft Windows operating systems, Microsoft 365, Active Directory, endpoint management tools, and remote support technologies.
• Understanding of networking concepts, cybersecurity practices, and enterprise technology environments.
• Ability to prioritize multiple tasks and manage competing deadlines.
• Strong verbal, written, and interpersonal communication skills.
• Ability to develop and analyze performance metrics and service reports.

Preferred Qualifications
Education:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; or an equivalent combination of education and experience may be considered.

Experience:

• Five (5) years of progressive IT leadership experience, including proven experience managing IT support teams and infrastructure.

Success Measures

• Helpdesk and Field Support performance
• Customer Satisfaction
• SLA Achievement
• Asset Audit Results
• Ticket Quality and Documentation
• Reduction in Recurring Issues
• Manager and Employee Development
• Adoption of improved ITSM processes
• Successful implementation of new technologies and processes

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.