"Alerted.org

IT Enterprise Support Services Manager

Print (https://www.governmentjobs.com/careers/washingtonmn/jobs/newprint/4995327)

Apply



IT Enterprise Support Services Manager

Salary

$99,174.40 - $135,428.80 Annually

Location

Stillwater, MN

Job Type

Full Time

Job Number

25-00105

Department

Information Technology Dept

Division

Enterprise Projects & Solutions

Opening Date

07/03/2025

Closing Date

7/24/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

JOB SPECIFICS

The IT Enterprise Support Services Manager provides specialized leadership and technical direction to the Support Services division of the County IT Department, researches and prepares IT policies and procedures, and works as part of the IT Management Team to develop IT goals and technology strategies with input from staff and technology users. The Enterprise Support Services Manager provides direct management to all ServiceDesk, Desktop, and end user computing functions within the County IT Department. They are also responsible for budgeting and procurement of all end user computing equipment.

DESIRABLE EXPERIENCE:

• Paid work experience in an IT Services and Support team leadership role, or highly skilled information security analyst.

• Paid work experience in a leadership role managing projects and a technical team.

• Proven experience and comfort with enterprise-scale IT infrastructure and operations.

• Critical systems thinking with the ability to anticipate technology needs for the County.

• Demonstrated ability to react quickly and respond effectively to technology incidents and service requests.

• Ability to communicate with a wide variety of individuals, including senior leadership.

• Create an environment that encourages staff to perform to the best of their abilities and hold every employee accountable for results.

• Ability to prepare and manage a budget.

• Ability to provide excellent customer service to end users throughout the organization, regardless of level of technical expertise.

• Relevant certifications – ITIL Certification, Certified Helpdesk Manager, or Project Management related certifications are a plus.

• Experience supporting law enforcement and/or Criminal Justice Information Systems is a plus.

SELECTION TECHNIQUE: Your training and experience will be rated based on the required application material submitted and the top scoring candidates will be forwarded to the hiring department for further consideration.

HOURS / DAYS: 8 hours per day, 5 days per week. Occasional after-hours and weekend support. Work schedules (hours and days) and location are subject to change based on department needs.

ANTICIPATED HIRING RANGE: $99,174.40 - $135,428.80 Annually

E-Verify Participation: Washington County participates in the federal E-Verify program. This means that Washington County will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. If the Government cannot confirm that you are authorized to work, Washington County is required to give you written instructions and an opportunity to contact DHS and/or the SSA before taking adverse action against you, including terminating your employment. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9.

E- Verify Participation (https://web1.co.washington.mn.us/NeoGovNotices/HR/2024/E-Verify\_Participation\_Poster\_Eng\_Es.pdf)

Right to work Poster

JOB SUMMARY

The IT Enterprise Support Services Manager provides specialized leadership and technical direction to the Support Services division of the County IT Department, researches and prepares IT policies and procedures, and works as part of the IT Management Team to develop IT goals and technology strategies with input from staff and technology users. The Enterprise Support Services Manager provides direct management to all ServiceDesk, Desktop, and end user computing functions within the County IT Department. They are also responsible for budgeting and procurement of all end user computing equipment.

EMPLOYMENT CRITERIA

MINIMUM QUALIFICATIONS:

Bachelor's Degree in Information Technology or related field and 4 years of professional experience in an IT Leadership/Management Role. (Preferred)

OR:

Bachelor's Degree in a field unrelated to Information Technology and 6 years of professional experience in an IT Leadership/Management Role.

CORE COMPETENCIES, JOB-SPECIFIC KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED FOR SUCCESSFUL JOB PERFORMANCE

Core Competencies (https://web1.co.washington.mn.us/NeoGovNotices/HR/CoreCompetenciesDefined.pdf) outline essential business and professional traits necessary to perform this job.

+ Support and prioritize a welcoming and respectful workplace that fosters diversity and encourages contributions from all individuals.

+ Provide inclusive and equitable service to all members of the community with dignity and respect.

+ Demonstrate support for the County’s diversity, equity and inclusion program.

+ Demonstrates knowledge of Information Technology theory;

+ Demonstrates expertise in principles and practices of IT administration and procedures;

+ Demonstrates ability to assess technology needs and develop plans to meet those needs;

+ Demonstrates expertise in IT assessment, planning, and evaluation techniques;

+ Demonstrates ability to manage human, financial, and informational resources;

+ Expert knowledge of service level agreements and service desk metrics;

+ Knowledge of technology hardware, software, standards, and lifecycles;

+ Expert knowledge of IT Service Desk Software(s); and

+ Knowledge of IT Service Management (ITSM) and ITIL.

DUTIES & RESPONSIBILITIES

+ Oversee the day-to-day operations and administration of the Support Services division of the countywide information technology department

+ Evaluate countywide IT systems, services, and policies:

+ Research trends and best practices in information technology:

+ Identify short and long-range technology investments to meet needed service levels:

+ Monitor and use industry trend information to improve investment longevity:

+ Recommend changes to systems and policies that improve service, security, and reliability:

+ Participate in preparation of the annual written plans, such as Budget and Technology Plans;

+ Recommend division and department goals and objectives:

+ Ensure data security compliance with Federal, State, and Local laws, regulations, and ordinances:

+ Assist in development and administration of operational policies and procedures to ensure compliance;

+ Review division and departmental standard operating procedures for efficiency:

+ Participate in the preparation and management of the division budget and management of the division budget, estimate budget cost, monitor spending, and approve expenditures:

+ Oversee procurement of all end-user computing equipment:

+ Assess existing and anticipated service and staffing needs within division;

+ Identify technology solutions, maintain compatibility of systems and assist departments with budget projections for technology costs;

+ Vendor contract negotiation and management;

+ Oversee system patching operations to ensure the county remains in compliance;

+ Develop, maintain, and adhere to IT Support service level agreements;

+ Manage, Support, and Mentor a team of highly skilled technology support professionals;

+ Manage escalations and ensure any and all service desk issues are resolved in a timely manner;

+ Serve as point of contact and liaison between IT and various departments, ensuring effective communication and collaboration.

Performs other duties as assigned

Essential Functions: 1 – 21

The work will involve remaining in a stationary position for extended periods of time, although the incumbent will need to move about inside the office to access files or equipment from time to time and may occasionally need to travel to other sites to perform work or interact with other professionals. The ability to operate and interact with computers or other office equipment, via keyboard, mouse, touch screen, or other Human Interface Device (HID) is required. The incumbent will be exposed to noise and a regular flow of people around an office environment, assigned to changing priorities and occasionally required to work outside of typical business hours to meet project deadlines, or be available on an on-call basis for special projects or to provide support.

Additional physical/mental requirements that occur may not be listed above but are inherent in performing the position's essential functions.

This job description is intended to describe the kinds of tasks and level of work difficulty being performed by people assigned to this classification. The list of responsibilities is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The County retains the discretion to add or change the contents of this job description at any time.

Washington County offers a comprehensive benefit package (https://web1.co.washington.mn.us/NeoGovNotices/HR/2025/BenefitsGuideBook2025.pdf) including paid time off, holidays, medical, dental, vision, life and long-term disability insurance.

For a more detailed overview of our Supervisors benefit package, click here (https://www.washingtoncountymn.gov/DocumentCenter/View/50336/Supervisors-Association-Benefit-Synopsis-PDF) .

01

Which of the following minimum qualifications do you possess for this position?

+ I have a completed Bachelor's Degree in Information Technology or related field and 4 years of professional experience in an IT Leadership/Management Role.

+ I have a Bachelor's Degree in a field unrelated to Information Technology and 6 years of professional experience in an IT Leadership/Management Role.

+ None of the Above

02

If you indicated meeting the minimum qualifications in Question 1, please provide your degree information and where you obtained it, as well as a summary of your 4 or 6 years of professional experience in an IT Leadership/Management Role.

03

Do you have paid work experience in an IT Services and Support team leadership role, or as a higly skilled information security analyst?

+ Yes

+ No

04

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

05

Do you have paid work experience in a leadership role managing projects and a technical team?

+ Yes

+ No

06

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

07

Do you have paid work experience with enterprise-scale IT infrastructure and operations?

+ Yes

+ No

08

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

09

Do you have paid work experience in critical systems thinking with the ability to anticipate technology needs?

+ Yes

+ No

10

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

11

Do you have paid work experience in demonstrating the ability to react quickly and responding effectively to technology incidents and service requests?

+ Yes

+ No

12

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

13

Do you have paid work experience communicating with a wide variety of individuals, including senior leadership?

+ Yes

+ No

14

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

15

Do you have paid work experience communicating to create an environment that encourages staff to perform to the best of their abilities and hold every employee accountable for results?

+ Yes

+ No

16

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

17

Do you have paid work experience in preparing and managing a budget?

+ Yes

+ No

18

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

19

Do you have paid work experience in providing excellent customer service to end users throughout the organization, regardless of their technical expertise?

+ Yes

+ No

20

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

21

Do you hold any relevant certifications, such as ITIL Certification, Certified Helpdesk Manager, or Project Management-related certifications?

+ Yes

+ No

22

If you answered "Yes" to the above question, please list all relevant certifications that you hold along with expiration dates, if any (If you answered "No" to the above question, enter "NA" in the text box.)]

23

Do you have paid work experience supporting law enforcement and/or Criminal Justice Information Systems?

+ Yes

+ No

24

If you answered "Yes" to the above question, you must provide a brief summary of your experience and the name of the employer(s) where you gained that experience. (If you answered "No" to the above question, enter "NA" in the text box.)]

Required Question

Employer

Washington County (MN)

Address

14949 62nd Street North Stillwater, Minnesota, 55082

Phone

651-430-6081

Website

https://www.washingtoncountymn.gov

Apply

Please verify your email address Verify Email