Citywide IT Service Delivery Leader

City of Seguin; Seguin (TX); On-site; USD 63,000 - 77,000; Full time

Job summary

City of Seguin's IT department seeks an IT Service Manager to oversee citywide IT service delivery, the service desk, and the ITSM system. This role supervises staff, manages assets, and drives process improvements while acting as the main liaison for escalated issues and projects.

The ideal candidate will have hands-on experience with IT service management, incident management, asset lifecycle, and cybersecurity fundamentals, and will collaborate with city departments and elected officials to

Qualifications

• Bachelor's degree in information technology or related field.
• Experience in IT service management and service-desk operations.
• Familiarity with ITIL frameworks and certifications preferred.

Responsibilities

• Direct and manage the service desk staff, including hiring, training, scheduling, performance evaluations, coaching, and ensuring compliance with City policies and safety standards.
• Function as the primary owner and administrator of the IT ticketing system; establish categories, queues, workflows, escalation rules, SLAs, dashboards, and KPIs.
• Analyze departmental processes to design and automate IT workflows, self-service solutions, and system integrations.
• Oversee end-to-end lifecycle of City-owned hardware/software, including procurement, inventory, refresh programs, and device management.
• Provide Tier 2/3 escalation support, coordinate with vendors, and support endpoint security and cybersecurity remediation.

Skills

IT service management

Incident and service request

Ticketing systems

IT asset management

Cybersecurity basics

Microsoft 365 administration

Education

Bachelor's degree in Information Technology

ITIL certification (preferred)

Job description

City of Seguin's IT department seeks an IT Service Manager to oversee citywide IT service delivery, the service desk, and the ITSM system. This role supervises staff, manages assets, and drives process improvements while acting as the main liaison for escalated issues and projects.

The ideal candidate will have hands-on experience with IT service management, incident management, asset lifecycle, and cybersecurity fundamentals, and will collaborate with city departments and elected officials to