Job Information
The City of Houston IT Lead - Client Support in Houston, Texas
IT Lead - Client Support
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IT Lead - Client Support
Salary
$63,000.00 - $71,855.00 Annually
Location
500 McKinney St.
Job Type
Full Time
Job Number
34391
Department
Houston Public Library
Division
HPL - DIGITAL STRATEGIES
Opening Date
07/01/2024
Closing Date
7/15/2024 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: All Persons Interested
Division: Digital Strategies
Workdays & Hours: *Monday-Sunday 8am-8pm (varies)
*(Sub ject to change)
DESCRIPTIONS OF DUTIES/ESSENTIAL FUNCTIONS
T he purpose of this position is to lead a team of personnel involved in the delivery of Information Technology (IT) and Operational Technology (OT) Service Desk functions to support business operations. Oversees day-to-day operations, organizes, and monitors work processes, and assigns tasks resources. May function as a working supervisor.
OPERATIONS: : Completes operations by developing team schedules, assigning, and monitoring work; gathering resources; implementing productivity and customer service standards; resolving operations problems; maintaining reference on-line manuals and implementing new procedures and processes. Controls expenditures by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions. Delivers high performance by enforcing performance, quality, and customer service standards. Completes other projects as assigned.
Lead a team of personnel involved in the delivery of IT Service Desk functions related to Houston Public Library's Digital Strategies Division, including, but not limited to:
Software and Hardware updates and troubleshooting of technology fused by both customers and staff.
Research new and innovative technology that facilitate enhanced customer service.
Plan and coordinate the deployment of Library Technology.
Provides support to internal and external divisions for events and programs. Some support may include nights or weekends due to the event and program schedule (after-hours and weekends).
Coordinate with Help Desk Supervisor to maintain customer service standards in incident tracking system.
Handling a variety of assignments related to the support of virtual town halls and support for virtual library services and programming.
SUPERVISION : Functions as technical lead with limited supervisory responsibilities. Plans, organizes, and assigns work for the team. Accomplishes staff results by communicating job expectations and providing technical guidance, coaching, mentoring. Provides input to manager regarding team member performance evaluations and disciplinary action. Contributes to the development of policies, procedures, and productivity standards. Assists manager with recruiting, selecting, orienting, and training team members; maintains a safe, secure, and discrimination-free work environment; developing team member personal growth opportunities. Establishes team goals that support organizational objectives by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
CUSTOMER SERVICE : Maintains customer service standard by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures. Completes customer service operational requirements by scheduling and assigning team members, following up on work results. Maintains quality service by enforcing quality and customer service standards, analyzing, and resolving quality and customer service problems; identifying trends; recommending system requirements. Assess customer satisfaction with services by designing and implementing satisfaction surveys; analyzing and interpreting results.
WORKING CONDITIONS
The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal.
MINIMUM REQUIREMENTS
EDUCATIONAL REQUIREMENTS
Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.
Information systems-specific technical certifications may be substituted for 1 year of either the education or the experience requirement, as applicable.
Related professional Information Systems experience may be substituted for the education requirement on a year-for-year basis.
EXPERIENCE REQUIREMENTS
Requires at least five (5) years of technology experience supporting IT infrastructure including networks, security, and hardware, or progressive experience in an IT Service Desk environment.
A Master’s degree in Computer Science, Management and Information Systems (MIS) or a closely related field may be substituted for two years of the experience requirement.
LICENSE REQUIREMENTS
None
PREFERENCES
PREFERENCES
Preferences shall be given to the individual with a strong background in the library industry. Team leader that is fully proficient in applying established standards; knowledgebase acquired from years of client support experience, interpersonal skills, troubleshooting skills, decision making, problem analysis and resolution. Ability to execute moderately complex or specialized projects; adapts precedent and may make significant departures from traditional approaches to develop solutions. A valid Texas driver's license and compliance with the City of Houston's policy on driving (AP 2-2) preferred
Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
GENERAL INFORMATION
SELECTION / SKILLS TESTS REQUIRED
Department may administer skills assessment test
SAFETY IMPACT POSITION: Yes
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
F actors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
PAY GRADE: 23
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov .
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-1472.
If you need special services or accommodations, 832-393-1472 (TTY 7-1-1).
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.
Benefits include:
• Medical
• Dental
• Vision
• Wellness
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Flexible schedules
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
01
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?
Yes
No
02
What is the "highest" level of education you have obtained?
High School
Associates Degree
Bachelor's Degree
Masters Degree or above
No Degree
03
Which area of concentration did you obtain your degree?
Computer Science
Management and Information Systems (MIS)
Information Technology
None of the above
04
Which best describes your technology experience supporting IT infrastructure including networks, security, and hardware, or progressive experience in an IT Service Desk environment?
Less than 3 years
3 years but less than 5 years
5 years but less than 7 years
7 years but less than 9 years
9 years or more
No experience
05
Please provide a list of all valid certifications you currently hold and their validity date(s) (See Resume will delay review of your application)
06
Are you currently a Digital Strategies Employee?
Yes
No
07
How many years of verifiable supervisory experience do you have, including staff, support staff, or volunteers?
Less than 1 year
1 year to less than 3 years
3 years to less than 5 years
5 years or more
No experience
08
Describe your supervisory experience with staff and/or volunteers. (If you indicated that you do not have experience, please type N/A).
09
Which of the following IT functions/software do you experience? (Check all that applies)
Service Now
Setting up IT for events
System Administration
Collaboration Tools
No experience
10
Describe your experience working with the above IT functions/software. (If you do not have any experience, please put N/A)
Required Question