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Lake County Health Dept Service Delivery Manager - Information Technology in Waukegan, Illinois

Service Delivery Manager - Information Technology

Tracking Code

IT_33062

Job Description

Job Description:Service Delivery Manager

Reports To:CTO

Job Summary

The Service Delivery Manager is a versatile IT management positionthatoverseesinfrastructure, operations, and end user support for the EnterpriseTechnologyDepartment.This position isresponsibleforachieving operational excellencewith exceptionalservice.Relationship management skillsarea mustfor this position,as is the ability toinspire teamstoperform in atimely,high-qualitymanner. Theidealcandidatewill possess a blend of technical andcustomer-serviceexperience,combined with premier verbalandwrittencommunicationskills. This personshould bearesults-oriented professional with a proven ability to overcome challenges in a difficult,fast-paced environment. In this role,it is essential to be creative and energetic withapassion for excellence and an understanding of how well-managed technology can helptheCounty meet its mission.

Responsibilities

  • Manage technical staff that are responsible for datacenters,cloud services,networks, computers,mobiledevices,voicedevices,radios, and end-user support.

  • Oversee key projects related to end-user experience.

  • Maintain a high-performing service support capability, including local service desk, managedpersonal computerimaging/deployment and support processes.

  • Quickly prioritize and solvesupport relatedchallengeswhether internal or by liaising with vendors.

  • Drive improvements in service delivery by proactively identifying opportunities to improve on services, cost management,and end-user experience.

  • Provide leadership to ensure thatinfrastructureand cloud servicesmeet business and end-user requirements, further county andEnterprise Technologygoals, and fit with theCounty’s current enterprise architecture andITsecurity strategy.

  • Manage and maintain vendor relationships, keep current withfutureroadmaps.

  • Coordinate feasibility studies forinfrastructureand cloud servicesunder consideration for purchase, and give advice based on findings.

  • Evaluate proposals and RFP's forinfrastructureand cloudservices,andmake appropriate recommendations.

  • Maintain an inventory ofinfrastructureand cloud services(diagrams &asset management).

  • Keep current oninfrastructure-usage best practices.

  • Ensurecompletion of installations and projects according to agreed scope, schedule, and cost baselines.

  • Provide leadership to ensureinfrastructureand cloud servicesareup to date with required and recommended upgrades, patches, etc.

  • Ensure support teams are cross-trained and continuously evolving to meet theever-changingtechnological support landscape.

  • Measure and report team performance using standard metrics reports.

  • Ensure the enterprise’s compliance withlegislation, regulations, and standards pertaining to local governmentinfrastructure, forexample,HealthInsurance Portability and Accountability Act (HIPAA),Payment Card Industry(PCI),Criminal Justice Information System (CJIS),etc.

  • Collaboratewith analysts to evaluate, install, configure, and deploy newinfrastructureand enhancements to existinginfrastructurethroughout the enterprise.

  • Managesupport personnel, including providingdirection and priorities to staff, completingperformance appraisals,resolving employeeissues,andensuringstaff’s adherence to established IT standards and policies.Provide support, coaching and mentoring tostaffwith goals of improving collaboration and the team’s ability to support and enhanceCounty infrastructure.

  • Ensurechangesto theproductionenvironmentare madein a mannerto ensureadequateplanning, testing, communication,and deliverywithminimalbusiness disruption.

  • Ensure all policies related to change control, audit, security, and segregation of duties are strictly followed.

  • Oversee change controland incident managementprocesses.

  • Oversee completion of installations and projects according to agreed scope, schedule, and cost baselines.

Skills/Qualifications:

  • Familiarity with ITIL, ITSM and related support/service standards. Technical and practical understanding of how to support infrastructure, cloud services, operations, and end-user services in a diverse environment with multiple departments with differing needs.

  • Excellentverbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.

  • Strong analytical and management skills, including a thorough understanding of how to interpret business needs and translate them into requirements.

  • Strong customer-service orientation.

  • Project management skills.

  • Excellent communication, listening, and interpersonal skills.

  • Highly self-motivated and directed.

  • Ability to work independently.

  • Keen attention to detail.

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Experience working in a team-oriented, collaborative environment.

  • Willingness to work late/off hours during support challenges.

  • Willingness to travel to support projects, initiatives, etc.

  • Willingness to be on-call and reachable when needed.

Educational requirements:

  • Bachelor’s degree in technology or closely related discipline desired and/orfiveyears + experiencemanagingIT support.

Lake County offers a competitive salary and benefit package with performance-based incentive plans. We also offer flexible working hours, and a comprehensive wellness and training program. Visit ourProspective Employeepage to get additional information on why you should work for Lake County!

To learn more about the department you will be working for, visit (Recorder). To learn more about other services Lake County provides and to see some of our employees in action, visit our website to viewvideos.

If you need assistance writing your resume, we have some tools to help you at ourHuman Resources website.

Any offer of employment is conditioned on the successful completion of a background screening, drug and alcohol testing and may include a pre-employment medical exam.

Lake County is an Equal Opportunity Employer

Job Location

Waukegan, Illinois, United States

Position Type

Full-Time/Regular

Salary

85,720.00 - 115,000.00 USD

Applications will be accepted

until filled.

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