IT Support Services Manager

City of Galveston; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

The City of Galveston is seeking a technical support manager to supervise daily activities of the support services team. Responsibilities include troubleshooting and administration of computer services, managing incident tickets, and ensuring user satisfaction.

The ideal candidate will have an associate's degree in Computer Science and at least two years of experience in a lead customer-facing role. This position offers opportunities to build relationships with city departments and improve service delivery.

Qualifications

• Associate’s degree in Computer Science, Management and Information Systems (MIS), or closely related field.
• Minimum of 2 years in a lead customer-facing role.

Responsibilities

• Plan and coordinate resources for end-user support services.
• Provide in-person technical assistance and manage incident resolution procedures.
• Troubleshoot software and hardware issues efficiently.
• Monitor staff performance and ticket handling.
• Log all calls, requests, and incidents correctly.

Skills

Technical support

Incident management

Troubleshooting

Budgeting

Customer service

Education

Associate's degree in Computer Science or related field

Job description

Job Description

Perform highly responsible technical, administrative, and managerial duties supervising the daily activities of the support services team. Duties include laptop and desktop maintenance, support and administration, telephone support, and related administration. Manage planning, budgeting, coordination, and control of personnel, material, and physical resources to ensure end users receive appropriate assistance. Provide in‑person, hands‑on support to end users and manage procedures for identifying, prioritizing, and resolving end‑user incidents and requests, including troubleshooting and resolution of most calls, coordination of computer service desk functions, software and hardware troubleshooting, and low‑to‑mid level infrastructure problems. Monitor staff performance, incoming work requests, incident tickets, and status checks via a ticketing system, ensuring proper logging, troubleshooting, and timely resolution. Escalate tickets with proper documentation to other IT groups when necessary.

Responsibilities

• Plan, budget, coordinate, and control resources for end‑user support services.
• Provide in‑person technical assistance and manage incident resolution procedures.
• Troubleshoot and resolve software, hardware, and low‑to‑mid level infrastructure issues.
• Monitor staff performance and ticket handling to ensure optimal user‑system performance.
• Ensure all calls, requests, and incidents are logged, properly troubleshooted, and resolved efficiently.
• Escalate tickets with documentation to appropriate IT groups.
• Apply best practices such as first call resolution, escalation, and support metrics tracking and reporting.
• Build and maintain trusted relationships with City Departments to reduce unexpected interruptions, notify of outages and service changes, and coordinate outage timing.

Qualifications

• Associate’s degree in Computer Science, Management and Information Systems (MIS), or closely related field.
• Minimum of 2 years in a lead customer‑facing role (or 4 years of experience in a lead customer‑facing role).

EEO Statement

The City of Galveston is an equal opportunity employer and will consider only the qualifications of applicants. The City does not tolerate any form of discrimination based on race, color, religion, sex, age, national origin, or physical/mental disability in employment or provision of services.