SERVICE LEVEL MANAGER (DOIT Employees only!) at City of Detroit, MI
City of Detroit, MI · Detroit, United States Of America · Onsite
- Senior
- Office in Detroit
About the Department
The Departmental Technology Services Manager manages a staff engaged in a wide range of information technology functions that primarily provides ongoing technology support to the operating departments and agencies in the government of the City of Detroit. The incumbent performs work which leverages technology to provide business value through the deployment of emerging technologies and IT support services that meet business goals, reduce operating costs, and maximize efficiencies and effectiveness. The staff managed includes a full range of clerical and administrative support as well as managerial, supervisory, professional, and technical staff.
The Departmental Technology Services Manager in coordination with the Director of Departmental Technology Services, will partner with City and agency leadership to assure the effective management and integrity of agency information technology operations by developing, implementing and monitoring citywide and department-wide plans, policies and systems in the areas of information technology. The incumbent monitors controls over the activities and programs of division personnel through accountability for the success of specific line or staff programs, monitoring the progress of the organization toward goals, and periodically evaluating and making appropriate adjustments. Subordinates include a full range of managers, supervisors, professionals, and paraprofessionals. The Departmental Technology Services Managerdevelops and tracks useful performance metrics to measure activity. In carrying out these responsibilities, the Departmental Technology Services Manager develops policies, procedures and programs by directing subordinate staff to:prepare the information technology capital budget; develop and execute specified plans; perform technology operations; and provide technical support activities.
The Departmental Technology Services Managerexercises accountability for all matters associated with completing work assignments of assigned subordinates including determining the work to be performed and the methods used. Results of the work are considered technically authoritative and evaluated in terms of the effectiveness of the advice in meeting the Chief Information Officer and Mayor’s objectives. Guidelines consist of broad policy directives and basic legislation and require the Departmental Technology Services Managerto use considerable judgment in interpreting the intent of the guidelines to generate specific policies and guidance for use by subordinates in developing various components of the City's programs. The complexity of the work is reflected in the need for planning, directing and integrating program planning processes covering a broad range of government functions, programs and services. The work requires consideration of all aspects of City, County and State operations as well as community issues and impacts, and development of solutions that accommodate conflicting objectives from a variety of organizations, groups and individuals.
Position Duties
DUTIES AND RESPONSIBILITIES
Serves as a strategic technology partner to City agencies and their respective Directors
Works in conjunction with Agency Directors to develop, implement, and maintain an IT infrastructure which supports the core mission of the agency, increases efficiencies, produces meaningful data for key internal and external stakeholders, and affords sound business decisions
Assures the effective management and integrity of agency IT operations by developing, implementing, and monitoring citywide and department-wide plans, policies, and systems in the areas of IT
Provides oversight over each City agency with respect to IT infrastructure
Prepares and analyzes IT infrastructure capital plans and budgets
Manages and monitors IT project plans, among other items
Collaborate with departments and agencies to understand their business processes and IT resource needs, identify solutions to enhance efficiencies, initiate IT projects, and coordinate technology services
Serves as the primary point of contact between City Departments and DoIT
Manages client services (help desk) support and provide auxiliary services
Prepares the multi-year IT Capital Budget and Plan in collaboration with departments/agencies, the Office of the Chief Financial Officer, and other planning and organizational entities; Makes adjustments to the IT Capital Budget based on changes in priorities, funding sources, and levels
Coordinates with other DoIT organizations and City Departments and agencies to track and enforce sound asset management practices
Oversees organizational communication and remote support services activities
Manages various technical support activities relating to hardware, software, diagnostics testing, and remote access tools
Provides advanced technical support to experts within DoIT
Provides external escalation of support to hardware of software vendors
Advises City agencies on technology solutions to improve services to businesses, residents, and visitors in all areas of the City of Detroit government
Performs special projects and other duties as assigned
GENERAL MANAGEMENT/SUPERVISORYDUTIES AND RESPONSIBILITIES
Assigns work to subordinates based on priorities, selective consideration of the difficulty and the requirements of the assignments, and the capabilities of employees
Gives advice, counsels, or instructions to individual employees on both work and administrative matters
Interviews candidates for positions in the unit
Makes recommendations for appointment, promotion, or reassignment involving such positions
Recommends disciplinary measures such as warnings and reprimands
Evaluates Supervisors, Managers, and other subordinates
Reviews evaluations made by Supervisors on other employees
Makes selections for nonsupervisory positions, recommending selections for Supervisors and Manager positions
Hears group grievances and serious employee complaints, or ones not resolved at a lower level: reviewing serious disciplinary cases those proposing suspensions and removals, and disciplinary problems involving key employees
As needed, consults with specialists on training needs, and deciding on training problems related to the units supervised
Identifies developmental and training needs of employees in consultation with the Chief Learning Officer
Provides or makes provision for such development and training
Minimum Qualifications
Manger I-At least two (2) years' experience as a Supervisor of Class II occupations.
Preferred Qualifications:
Bachelors degree in Computer Science, Cybersecurity, Networking, Business Administration or other related field of study is preferred.
Other Qualifications
EVALUATION PROCESS:
- Interview: 70%
- Evaluation of Training, Experience & Personal Qualifications: PASS/FAIL
- Total of Interview and Evaluation T.E.P: 100%
Applicants may be subject to background, criminal, and credit checks.
LRD:07/07/2025 Apply Now
