Service Desk Manager

September 17, 2023
Orlando, FL
Job Type



Who We Are

Orlando, The City Beautiful

For most of Orlando's history we've been the place everyone wants to visit. Today, we're also the place where everyone wants to live and do business. List after list has Orlando as one of the fastest growing cities in America. We're transitioning from our role as the young upstart to a more mature, global city.

This didn't happen by accident. Together as a community, we developed a shared vision for our city focused on creating partnerships and we've transformed Orlando from a place that was packed with potential into a city on the rise.

Our vision ensures we are an inclusive, compassionate community that is generating jobs, becoming the most sustainable city in the nation, keeping our community safe, making it easier to get around, and increasing the quality of life. Together, we can continue realizing all our city's potential.

Come be part of our community with the City of Orlando.

Nature of Work:

Performs supervisory and technical work related to providing oversight of all Service Desk, Desktop Support, and End User Device staff and ensures that end users receive the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of team functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization's service desk, desktop, and End User Device teams to support functions according to best practices while ensuring high customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. Work is performed under the general supervision of the Deputy Chief Information Officer and performance is reviewed through conferences, written reports and achievement of goals and objectives.

Minimum Requirements
Bachelor's degree in Information Systems, Programming, Computer Science, or related field required and four (4) or more years of service desk experience required, which includes at least two (2) years in a management/supervisory capacity required; or an equivalent combination of education, training, and experience. Certification in ITIL is preferred. Certifications in the following areas are desirable: server administration, programming, desktop support, service desk, network, or related technology field.
Supplemental Information
City of Orlando Benefits

Closing Date/Time: 9/29/2023 5:00 PM Eastern

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