JOB SUMMARY

The Support Services IT Manager is responsible for leading and managing the City’s Service Desk and Enterprise Applications teams to ensure reliable, efficient, and customer-focused delivery of technology support and application services. This position oversees daily operations, manages technical staff, develops support procedures, and ensures the effective implementation, maintenance, and optimization of the City’s core applications and technology systems. The Manager serves as a key liaison between the IT Department and City departments, ensuring technology needs are met with quality service and strategic solutions.

ESSENTIAL JOB FUNCTIONS:

• Direct, supervise, and evaluate staff within the Service Desk and Applications teams, including hiring, training, performance management, and professional development.
• Manage the daily operations of the Service Desk, ensuring timely response, resolution, and escalation of technology support requests.
• Oversee the administration, support, and enhancement of the City’s enterprise applications, including ERP, permitting, asset management, public safety, and other departmental systems.
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
• Coordinate with City departments to identify technology needs, recommend solutions, and ensure successful implementation.
• Establish and enforce IT policies, procedures, and best practices for incident management, problem resolution, change control, and application lifecycle management.
• Manage vendor relationships and contracts related to applications, software licensing, and support services.
• Lead projects related to application upgrades, integrations, and deployments.
• Ensure documentation, knowledge bases, and training materials are maintained for both end-users and IT staff.
• Maintain awareness of emerging technologies and make recommendations for process or system improvements.
• Prepare and manage budgets for assigned areas of responsibility.
• Perform other duties as assigned.

MINIMUM REQUIREMENTS

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or related field; OR equivalent years of experience.
• Five (5) years of progressively responsible IT experience, including at least two (2) years in a supervisory or managerial role.
• Experience managing a Service Desk/helpdesk function and enterprise application environments.
• Experience working in a municipal or public sector IT environment preferred.

Knowledge, Skills & Abilities

• Strong understanding of enterprise application administration, configuration, and integration.
• Excellent leadership, communication, and customer service skills.
• Ability to analyze complex problems, evaluate alternatives, and implement effective solutions.
• Ability to manage multiple priorities and projects in a fast-paced environment.
• Skill in vendor management and contract negotiations.
• Knowledge of cybersecurity best practices as related to service desk and application management.

EQUAL OPPORTUNITY EMPLOYER

The City of Cedar Park is an Equal Employment Opportunity (EEO) employer. As an EEO employer, the City will conduct its staffing activities, selection, promotion, demotion, transfer, training, and separation in accordance with Federal, State, and Local EEO laws and regulations as they affect the City. The City of Cedar Park will not discriminate against any applicant or employee based on race, color, national origin, sex, age, religion, veteran status, or disability.