City of Coral Springs · 10 hours ago
IT Service Desk Manager
Coral Springs, FL
Full-time
Onsite
Mid, Senior Level
$90K/yr - $143K/yr
2+ years expThe City of Coral Springs is seeking an IT Service Desk Manager to lead the Desktop Support Team and foster a culture of customer service excellence. This role is responsible for ensuring high-quality end-user support, developing staff, and continuously improving service delivery standards.
CommunitiesProject ManagementSocial
Responsibilities
Establishes and sustains a culture where exceptional customer service is the standard of performance
Defines clear expectations for responsiveness, communication, professionalism, empathy, and ownership of issue resolution
Coaches and develops staff in service behaviors, communication, and relationship-building skills
Ensures that both technical resolution and a positive end-user experience are treated as measures of success
Monitors user feedback, service metrics, and interactions to drive consistent service quality and improvement
Leads daily service desk operations, sets priorities, assigns workloads, monitors individual progress and ensures accountability for service quality
Recruits, mentors, and develops a collaborative, high-performing team aligned with the City’s Core Values
Oversees Tier 1 and Tier 2 support services to ensure issues and service requests are handled efficiently, professionally, and with clear communication
Ensures consistent use of service management processes and service level expectations
Serves as an escalation point for complex or high-impact issues while maintaining transparency and proactive communication
Use service metrics, trends, and user feedback to drive process improvements and enhance the overall end-user experience
Provides hands-on technical support for complex or urgent issues when necessary, modeling professionalism and customer service excellence
Consults with subject matter experts and IT Management on computer systems issues or service trends that can impact city-wide operations
Provides leadership and oversight of device lifecycle management, ensuring smooth deployment, replacement, and support processes
Ensures asset tracking and inventory processes are followed accurately and in compliance with City policies
Coordinates closely with other IT teams to deliver seamless support experiences
Reinforces the importance of security best practices within the Service Desk environment
Collaborates with cybersecurity and infrastructure teams to ensure endpoints meet established security standards
Builds strong working relationships with department leadership and City staff to understand business needs and service expectations
Communicates clearly and effectively with both technical and non-technical audiences
Supports development of user-facing guidance materials that promote clarity and positive engagement with IT services
Participates in IT management planning efforts related to service desk operations
Recommends improvements, tools, and service enhancements that strengthen customer service delivery
Performs other duties as required
Qualification
Required
Bachelor's degree in Business Administration, Public Administration, Organizational Leadership, Information Technology, or related field; or equivalent combination of education and leadership experience
Two (2) years of progressively responsible leadership or supervisory experience in a service-oriented environment
Demonstrated success in building or transforming a customer service culture within a team
General knowledge of support services, performance guarantees, and customer support metrics for IT are required
Preferred
Experience leading a service desk or customer-facing support team
ITIL Foundations or higher certification
Any current mainstream IT certifications
Experience in a municipal or public-sector environment
Familiarity with service management platforms or ticketing systems
Company
City of Coral Springs
Coral Springs has become a premier South Florida community, known for its abundant parks, quality schools, numerous athletic programs, and attractive neighborhoods.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Danielle Mazza
Senior Human Resources Partner
Laurie Bishara
Financial Budget Business Partner
Recent News
2025-03-11
Business Journals
2024-05-06
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