Hybrid Technology Service Desk Manager at City of Gainesville

If you are an Internal City Employee, Retiree or Dependent/Survivor of a City Employee please apply internally via Career Icon in your Workday account.

Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.

Department:

GG_Technology: Technology Administration

Salary Range Minimum:

$119,725.49

Salary Range Maximum:

$190,213.87

Closing Date:

07/25/2025

Job Details:

The Technology Service Desk Manager is responsible for building a user-centric Technology Service Desk practice serving the employees of the City of Gainesville. The Technology Service Desk Manager provides leadership, oversight, and process improvement for service desk operations, including incident response, request fulfillment, and first-level support. This position reports to the Deputy Director of Technology and supervises technology service desk staff, ensuring alignment with IT service management (ITSM) best practices and organizational objectives.
The single position allocated to this class reports to the Deputy Director of Technology and leads technical and specialist delivery team members including Service Desk Specialists, PC Support Specialists, and Training Specialists.

Job Description:

SUMMARY

The Technology Service Desk Manager is responsible for building a user-centric Technology Service Desk practice serving the employees of the City of Gainesville.  The Technology Service Desk Manager provides leadership, oversight, and process improvement for service desk operations, including incident response, request fulfillment, and first-level support. This position reports to the Deputy Director of Technology and supervises technology service desk staff, ensuring alignment with IT service management (ITSM) best practices and organizational objectives.

The single position allocated to this class reports to the Deputy Director of Technology and leads technical and specialist delivery team members including Service Desk Specialists, PC Support Specialists, and Training Specialists.

EXAMPLES OF WORK*

*This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position.  The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job.  Performance of lower-level duties may be required.

ESSENTIAL JOB FUNCTIONS

Manages the daily operations of the City’s IT Service Desk, ensuring consistent delivery of quality end-user support services.

Supports the planning and execution of efforts to insource technology infrastructure, cybersecurity, applications, and IT service delivery

Develop and implement service desk policies, procedures, and metrics aligned with ITIL® or equivalent frameworks.

Supervises, trains, and evaluates service desk personnel to ensure high performance and continuous professional development.

Oversee incident and request management processes, ensuring timely resolution and escalation where appropriate.

Analyzes trends in service desk tickets and proactively recommends improvements in user training, systems, or procedures.

Implements and maintains the IT Service Management solution, knowledge base tools and self-service portals to enhance user experience and reduce support volume.

Coordinates with infrastructure, applications, and cybersecurity teams to resolve complex support issues.

Prepares regular service performance reports and dashboards for departmental leadership, highlighting trends and KPIs.

Develops and maintains service-level agreements (SLAs) and ensures service desk compliance with established response and resolution targets.

NON-ESSENTIAL JOB FUNCTIONS

Attends work on a continuous and regular basis.

Performs related duties as required or assigned by the Director of Technology.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.

EDUCATION AND EXPERIENCE

Bachelor’s degree from an accredited college or university in computer science, management information systems, business administration, or a related field.

Eight (8) years of progressively responsible experience in IT infrastructure systems, including three (3) years of supervisory or team leadership experience.

A Master’s degree may substitute for one (1) year of non-supervisory experience.

DESIRED CERTIFICATIONS

Microsoft Certified: Azure Administrator Associate

ITIL® Foundation Certification

HDI Support Center Manager or other relevant technical support certification is preferred.

Six Sigma or Business Process Management (BPM)

KNOWLEDGE, SKILLS AND ABILITIES

Comprehensive knowledge of IT service desk operations, ticketing systems, and ITSM frameworks such as ITIL®.

Ability to supervise, mentor, and develop staff in a fast-paced technical support environment.

Strong customer service orientation and communication skills with the ability to explain technical issues in non-technical terms.

Ability to analyze support trends and recommend data-driven improvements.

Familiarity with municipal government operations and user support needs.

Working knowledge of desktop operating systems, enterprise software, Active Directory, and remote support tools.

Working knowledge of mobile devices and Mobile Device Management Systems (MDM)

Ability to work collaboratively with teams across the IT department to resolve issues and implement process improvements.

Knowledge of performance metrics and service reporting tools.

Ability to foster a culture of responsiveness, accountability, and continuous improvement.

Excellent interpersonal, written, and verbal communication skills.

Ability to effectively manage time, prioritize tasks, and delegate appropriately.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work related environmental conditions.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is often required to sit for prolonged periods of time.

WORK ENVIRONMENT

May be required to work and attend meetings outside regular business hours.

Requires occasional travel to City offices and facilities for on-site support coordination.

Note: 

May Require Assessment(s).

May fill multiple positions.

May establish an eligibility list.

Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally.

All ‘regular’ employees are eligible for traditional benefits such as health insurance, life insurance, paid leave, 11 paid a holidays a year, a pension plan and a deferred compensation plan, but we also offer great things like on-site fitness centers, tuition reimbursement, on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees.

Equal Opportunity

The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities, women and individuals with disabilities are encouraged to apply. Individuals with a disability, who require special accommodations during the selection process, should notify the Human Resources Department at 352-334-5077 or TDD/TTY at 352-334-2292.

Veterans' Preference

Veterans are encouraged to apply. Veterans’ Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However, preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07, Florida Statutes (F.S.) specifies who is eligible for Veterans’ Preference. State of Florida residency is not required for Veterans’ Preference.

If you are unable to apply online due to a disability, contact recruiting at [email protected] or by calling 352-334-5077.