IT End User Services Leader

City of Cleveland; Cleveland (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

City of Cleveland is seeking a Deputy Commissioner IT End User Services to lead the City’s Helpdesk, Field Support, and Asset Management operations.

The role focuses on operational leadership, service delivery excellence, and continuous improvement of IT end-user services, with collaboration across IT divisions and external partners.

Bachelor's degree required; 5+ years IT leadership is preferred; valid Ohio driver's license required.

Qualifications

• Leadership experience overseeing multiple IT service delivery teams.
• Strong understanding of ITSM practices and customer service excellence.
• Experience with end-user computing environments and asset management.

Responsibilities

• Lead Helpdesk, Field Support, and Asset Management operations.
• Set priorities, standards, and performance metrics for service delivery.
• Drive continual improvement and operational maturity across IT end-user services.

Skills

Leadership

IT service management

Helpdesk operations

Vendor coordination

Strategic planning

Education

Bachelor's degree in Information Technology / related field

Tools

ITSM systems

Microsoft 365

Active Directory

Endpoint management tools

Job description

City of Cleveland is seeking a Deputy Commissioner IT End User Services to lead the City’s Helpdesk, Field Support, and Asset Management operations.

The role focuses on operational leadership, service delivery excellence, and continuous improvement of IT end-user services, with collaboration across IT divisions and external partners.

Bachelor's degree required; 5+ years IT leadership is preferred; valid Ohio driver's license required.