Under the general direction of the Director IT Service Management, this position provides operational management of three distinct technical service delivery teams for Level I, II, and III Desktop Support, Desktop Engineering and Telecommunications staff. This position sets standards and goals for service levels, as well as develops strategic plans ensuring alignment with customer and stakeholder needs and IT capabilities. This position is responsible to gain organizational commitment for the improvement of service delivery, and initiate and manage projects to implement these plans with a fiscally sound focus. In addition, this position will be responsible for monitoring the quality of work being done by the Desktop Support, Desktop Engineering and Telecommunications teams, ensuring the delivery of outstanding service request fulfillment, incident management, problem management, and escalation management, by meeting with other departmental managers and supervisors to understand and support their special needs, issues, and review process improvements.   Annual Salary Rate: $109,366.40 - $161,324.80   Qualifications Education: Requires an Associate's degree in Computer Science, Business, or related field, or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work in lieu of a degree. Experience: Requires seven (7) years of progressively responsible technical or professional level experience which includes an in-depth knowledge of most, if not all, of the following in an enterprise IT environment: client endpoint operating systems (Windows, Apple), Microsoft SCCM platform, cloud platforms, remote imaging, patch management, mobile device management, IT operational performance management (metrics, trends, continuous improvement opportunities), VDI, and IT inventory and Asset Management solutions. Requires prior supervisory/management experience preferably in a healthcare IT environment; and demonstrates a strong understanding of the required knowledge, skills, and abilities.   Certification/Licensure: ITIL foundation certification is required. Project Management Professional (PMP) is preferred. Must have a valid fingerprint clearance card issued by the Arizona Department of Public Safety or submit a completed Affidavit at time of hire. Must complete fingerprint clearance card application within seven (7) days of hire date. Must present actual card within 90 days of applying for fingerprint clearance card. Knowledge, Skills & Abilities: Must have knowledge and experience with the ITIL (Information Technology Infrastructure Library) and prior experience in strategic planning (e.g. current state, future state, roadmap). Must have working knowledge of ticketing systems to gauge productivity of technical staff to ensure tickets are within acceptable service level agreement limits. Must possess strong analytical skills and have experience with inventory, remote management and software distribution systems. Requires experience with and knowledge of enterprise telecommunications systems. Must demonstrate practical knowledge and experience with managing and leading multi-functional teams. Must possess effective communication skills, relationship building, and leadership skills. Must provide leadership by projecting a positive attitude and possess the ability to motivate a team. Experience utilizing progressive discipline methods. Must be approachable, people oriented, and a good listener. Must be a change agent able to develop, implement and maintain policies and processes. Requires experience developing, monitoring and controlling operating and capital budgets is required. Creative, independent thinking is required. Must exhibit a high degree of professionalism, customer service, and enthusiasm, combined with the ability to build relationships with business and technology stakeholders. Must possess solid analytical and problem-solving skills along with the ability to utilize the appropriate management techniques to plan, organize, control and coordinate activities. Requires the ability to read, write and speak effectively in English.