Information Technology Service Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for their subordinate employee's welfare and care, individual training in the conduct of their duties and mentoring
• Reviews subordinates work performance, conducts open and honest performance counseling, appraisals and evaluated conditions of performance, initiates corrective action and / or disciplinary action as necessary
• Ensures subordinates meet agency standard in personal appearance, maintains and accounts for materials and agency equipment as prescribed by Sheriff's Office policy, special or General Orders and Standard Operating Procedures (SOPs)
• Influences and supports the culture, values and standards of the IT organization
• Directs, motivates and develops key staff, maximizing their individual contribution and professional growth
• Oversees the activities of training, communication, change management, and Information Technology support
• Supervises and leads all aspects of a team of professionals dedicated to service improvement within the organization
• Formulates and deploys long-term strategic plans for implementing a Service Management philosophy and practice within IT based on the IT Infrastructure Library (ITIL) framework
• Reviews business case justifications and cost / benefit analyses for process changes
• Establishes and maintains regular written and in-person communications with peers, bureau and division leaders, and end users regarding pertinent IT activities
• Maintains a working knowledge of PCSO core business processes to allow for the effective application of practical solutions and efficiency opportunities
• Develops and implements project management tools and techniques to ensure consistent application and approach of the ITSM process throughout the department
• Develops and implements performance metrics and tracking mechanisms to capture process efficiency and effectiveness
• Leads and partners with PCSO leadership for Continuous Process Improvement
• Monitors and manages an on-going metrics and benchmarking program to qualify and quantify success and IT value to the business of PCSO
• Manages best practices for measuring Information Technology business processes by designing, implementing, auditing, and continually improving IT services provided
• Creates and manages a centralized Help Desk function for the enterprise
• Improves and manages all technology asset tracking across the organization
• Plans and implements Change Management, Configuration / Asset Management, Incident and Problem Management, Disaster Recovery and Business Continuity best practices, and the Help Desk function
• Communicates with various levels of the organization to gather and articulate business and solution needs to better support continual process improvement
• Manages and performs a broad range of complex activities and assignments and coordinates activities that require effective multi-tasking adhering to applicable divisional business processes
• Contributes to and executes project plans or schedules and coordinates requirements, tasks, work assignments, resources, and critical milestones effectively prioritizing tasks for individuals and work groups
• Identifies and analyzes problems, making logical judgments on information to make data-driven decisions
• Troubleshoots process problems and provides timely, efficient, and effective solutions to process and organizational problems
• Takes ownership of urgent cross-sectional subject matter issues and leads teams to resolve controversial problems in a timely manner
• Recommends and implements changes to improve operational efficiencies
• Prepares, executes, and implements reports, plans, and projects
• Makes and delivers informal and formal presentations, both verbally and in writing, to peers, managers, and customers at various levels of the organization using clear, concise and effective communication
• Performs other related work as assigned or required
• Regular and reliable attendance is required as an essential function of the position
• This position is considered essential and, in the event of an emergency or natural disaster, will be required to report to work
• Participates in Sheriff's Office recruitment and community relations activities as directed
• This list is not intended to be all-inclusive and you may not be responsible for every item listed. The employer reserves the right to assign additional functions and responsibilities as necessary

QUALIFICATIONS

Knowledge, Skills, and Abilities

PHYSICAL ABILITIES

The physical abilities listed below are estimates of time spent during a typical work day to perform essential functions and responsibilities. Members in this position may be required to :

Applicants must be tobacco / nicotine-free during the length of employment.

The Pinellas County Sheriff\'s Office strives to provide our employees with the best benefits possible. Some of the benefits are Annual Leave (120 hours), Health Insurance, Wellness Incentives, and Education Assistance Program.

The Pinellas County Sheriff\'s Office is an EEO / ADA employer and is committed to being a drug free workplace.

TO APPLY FOR THIS POSITION, VISIT OUR WEBSITE : https : / / www.pinellassheriff.gov

Any questions can be directed to Human Resources at 727-582-6208 or employment@pcsonet.com

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