Technical Support Manager

Salary: $68,300.68 - $105,866.05 Annually

Location : City of Doral, FL

Job Type: Full Time

Job Number: 01022025

Department: Information Technology

Opening Date: 01/02/2025

Closing Date: 1/16/2025 5:00 PM Eastern

General Purpose

This position is responsible for ensuring that all Technology Service requests are assigned in a timely matter. This role is responsible for working in conjunction with the executive team to develop and establish departmental processes and procedures. This position is responsible for overseeing the help desk operations and providing technical support and assistance to all users. This role ensures that responsiveness and timeliness of the help desk is attained by completing weekly reports for the executive staff's review. Additionally, the members under this role must be service oriented and must maintain communication with the users. This position consists of managing complex technical support operations and providing strategic leadership. Responsible for collaborating with different departments.

Supervision Received and Exercised

This position is classified as exempt with a 40 hour work-week.
Essential Duties and Responsibilities

• Manages physical access control systems, ensuring the security and integrity of facilities and resources.
• Implements and enforces access control policies and procedures, including granting and revoking access privileges as well as monitoring access logs.
• Generates reports and metrics on technical support performance including response times, resolution rates, customer satisfaction, and team productivity.
• In conjunction with the executive team, this position is responsible for planning, coordinating and overseeing the execution of help desk projects.
• This role ensures that responsiveness and timeliness of the help desk is attained by completing weekly reports for the executive staff's review.
• Independently studies, develops and standardizes complex technical procedures to improve efficiency and effectiveness of operations, making sure goals and objectives are met.
• In conjunction with the executive team, this position is responsible for providing feedback and preparing departmental standard operating procedures in relation to the help desk activities.
• Develops knowledge of all city network and desktop support systems in order to provide comprehensive support.
• Plans, develops and implements projects to educate the end user community on computer related tasks that will improve their efficiency such as a Help Desk Website with FAQs, Help Desk Tips via email, notifications of new support topics available at the help desk, etc.
• Plans, develops and coordinates changes or enhancements to the help desk software as needed.
• Develops and implements methods of monitoring customer service and receiving feedback from customers including monitoring calls to ensure they are being handled in a professional and efficient manner, performing follow up calls on completed work orders and compiling reports on customer service feedback surveys.
• Provides insight on operational procedures and troubleshooting techniques, and develops training materials on new hardware and/or software applications as requested.
• Attains ownership of help desk management system, in addition, this position is responsible for assigning technology service requests.
• Develops and continually updates training material for new and existing help desk staff for transfer of knowledge of City network structure and applications; conducts training sessions to improve technical and troubleshooting skills to enhance technical service provided by help desk.
• Develops knowledge of City network and desktop support systems to provide comprehensive support.
• Manages the creation of new user accounts including the creation of Active Directory accounts, assigned Office 365 licenses; and security access; disables accounts upon notice.
• Plans, develops, and coordinates changes or enhancements to the help desk software as needed.
• Assists with management and enrollment of mobile devices such as iPad and iPhone.
• Develops and implements methods of monitoring customer service and receiving feedback from customers including monitoring calls to ensure they are being handled in a professional and efficient manner, performing follow up calls on completed work orders, and compiling reports on customer service feedback surveys.
• Provides training on new hardware and/or software applications as requested.
• Administers core systems and applications. Maintains and manages the City's IT equipment inventory in the systems; assists in taking annual physical inventory.
• Works after hours as needed.
• Performs other related job duties as assigned.

Minimum Qualifications

MINIMUM EDUCATION AND TRAINING

• Must possess a Bachelor's degree in Computer Science, Information Technology or related field.
• Must possess at least four (4) years of related work experience involving troubleshooting, installing, upgrading, or maintaining PCs, laptops, printers, or associated peripherals in a MS Windows-based environment with MS Office products.
• Must possess a minimum of two (2) years of supervisory experience.
• Computer Industry Certifications in A+, Network+, and/or Microsoft are preferred.
• Computer industry certifications preferred: Networking certifications; Virtualization Technology certifications; Database Administrator certifications; or CompTIA.
• Requirements exist at the time of hire and as a condition of continued employment.
• Applicants must complete all requirements established by the City of Doral for employment. This may include, but is not limited to, a written examination, a psychological exam, a polygraph examination, a comprehensive background investigation, and a job-related medical examination including a drug/alcohol screening test.
• Must possess a valid driver license with an acceptable driving record.
  • Must be a non-smoker.

Knowledge, Skills and Abilities:

• Knowledge of virtual technologies, database server administration, network appliance management, web server management, and Windows server management.
• Knowledge of supporting PCs and laptops in a TCP/IP environment.
• Knowledge of performing routine maintenance and systems upgrades/repairs.
• Knowledge of Internet browsers.
• Knowledge of the most current released version or the immediate predecessor of MS Windows Server and Workstation operating systems.
• Skill in solving problems.
• Skill in providing customer service.
• Ability to analyze and diagnose problems quickly and to make recommendations for workable solutions within prescribed standards.
• Ability to maintain professional working relationships with fellow employees, users, and the public.
• Ability to prioritize, assign, review, and evaluate work.
• Ability to work after hours as needed.
• Ability to work closely with and explain sophisticated technology and processes to end user community.
• Ability to meet critical deadlines.
• Ability to deal with confidential and sensitive matters.

PHYSICAL DEMANDS

The work is medium work. The employee is frequently required to apply 30 pounds of force to lift, carry, push, pull or otherwise move objects. The employee is occasionally required to exert up to 50 pounds of force to move objects. In addition, positions in this classification typically require balancing, climbing, crouching, handling, perceiving sounds at normal speaking levels, discriminating among sounds, kneeling, lifting, manual dexterity, mental acuity, pushing, reaching, repetitive motion, speaking, standing, stooping, expressing ideas by the spoken word, visual acuity to analyze data/work with color or depth perception/determine accuracy or observe facilities/operate motor vehicles or equipment/inspect defects or fabricate parts, and walking.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs. Duties include working after normal business hours including nights, weekends, and holidays to support public safety systems and when required to meet critical deadlines and/or perform routine maintenance and systems upgrades/repairs.

City of Doral
Human Resources Department

Summary of Benefits:
In this summary, we are providing general information, which will be helpful to you in evaluating the City of Doral as your premier place to work. If you have questions concerning a specific item or interpretation, please feel free to contact Human Resources at (305) 593-6760.

Employment Benefits for Regular Full-Time Non-Sworn Employees:

Introductory Period
An introductory period for an employee is twelve (12) months for entrance, rehire, and promotional appointments. In the event the employee accepts a promotional opportunity position within the City before an initial introductory period is satisfactorily completed, the initial introductory period starts over at the time the employee begins working in the new position.

The introductory period is considered a continuation of the employment selection process. It provides the City an opportunity to observe and evaluate the capacity of the employee, which includes the employee's ability to satisfactorily perform the essential functions of his or her job; and to observe and evaluate the employee's work habits and conduct, including attendance and the employee's relationship with coworkers and superiors.

During the introductory period, the new employee and the supervisor shall evaluate employment suitability in terms of skill, knowledge, performance, and compatibility. During this period, the employee shall be given the support and resources needed to learn and demonstrate the duties and competencies required in the new position.

Absences During Introductory Period:
Any cumulative absences during the introductory period in excess of ten (10) workdays will automatically extend the introductory period by the number of days absent regardless of whether the absence was with or without pay.

Holidays

The City of Doral observes 12 paid holidays per year.

1. New Year's Day
2. Martin Luther King's Birthday
3. Presidents Day
4. Memorial Day
5. Juneteenth
6. Independence Day
7. Labor Day
8. Columbus Day
9. Veterans' Day
10. Thanksgiving Day
11. Friday after Thanksgiving
12. Christmas Day

In addition, employees received two (2) personal days and (1) Birthday. The personal days must be used before the end of the fiscal year and the birthday must be taken within six (6) months of the birthday.

Accruals (Vacation & Sick Time)

The City of Doral has separate sick and vacation leave for non-sworn employees which is accrued on a monthly basis.

Vacation is accrued on a monthly basis depending on the years of service:

Years of Service Monthly Accruals Yearly Accrual

0-4 years 06.66 hours per month 80 hours per year

5-9 years 10.00 hours per month 120 hours per year

10-20 years 13.33 hours per month 160 hours per year
More than 20 years 16.66 hours per month 200 hours per year

Employees may use vacation time as it is accrued.

Sick leave is earned at the rate of 8.0 hours per month for a forty (40) hour work-week. Employees may accumulate a sick time maximum 1,040 hours if on a forty (40) hour work-week.

Sick Leave Payment Program
Employees may sell back to the City up to a maximum of 32 hours of sick leave per year provided that the employee maintains a maximum of 80 hours of sick leave in his or her leave balance. This election is made annually at the beginning of each fiscal year by the employee and is irrevocable. An employee who elects to be paid for accrued vacation leave will be paid at his or her current rate of pay on the date of the payout, less applicable taxes and authorized deductions.

Annual Leave Sell Back

Employees may elect payment of accrued, unused annual leave in lieu of time off. This election is made annually in the beginning of each fiscal year and is irrevocable. An employee who elects to be paid for accrued vacation leave will be paid at his or her current rate of pay on the date of the payout, less applicable taxes and authorized deductions.

Health Care Benefits

All Healthcare benefits for all employees are effective on the first of the month following 30 days of full-time employment. The City offers HMO, POS, and High Deductible Health plans. The High Deductible Health plan comes with a Health Savings Account (HSA).

Dental Plan
The City of Doral offers a PPO dental insurance plan.

Vision Care

The City of Doral offers voluntary vision care benefits.

Life, Short-term and Long-term Disability

The City of Doral will cover your life insurance at the rate of two (2) times the employee's annual salary up to a maximum of $300,000.00. In addition, the City offers both short-term and long-term disability plans which act as income protection plans.

Retirement Benefits

Employees participate in the City's 401a retirement plan administered through Mission Square. The plan requires employees to contribute a mandatory six percent (6%) of their base pay while the City contributes twelve percent (12%) of the employee's base pay.

457 Supplemental Plan

The City of Doral has a voluntary deferred compensation pension program available through Mission Square where the employee can make contributions to their retirement. The City does not make any contributions to this plan.

Education/Tuition Reimbursement

The City offers the Educational Reimbursement Program (ERP) established to provide educational assistance to full-time employees participating in training or educational programs designed to strengthen their abilities, which in turn directly benefit the City. The City will pay the State tuition rate to its members based on the letter grade obtained for each class. Employee must be a full-time employee for 6 months in order to be eligible for this benefit.

Bereavement Leave
Upon approval of the Department Head, a full?time employee may, upon request, be granted up to three (3) working days of leave with pay in the unfortunate event of a death in his or her immediate family, or up to five (5) working days of leave with pay to attend the funeral or memorial services of an immediate family member outside the State of Florida. The employee's immediate family shall be defined as the employee's spouse, father, mother, step-parents, natural, step and adopted children, brother, sister, father-in-law, mother-in-law, grandparents, brother-in-law and sister-in-law, grandparents-in-law, registered domestic partner, and child of a registered domestic partner.

The bereavement leave must be taken consecutively, and the employee must attend the funeral of the deceased family member to be eligible for bereavement leave. If an employee needs time in excess of that provided in this policy, he or she may request accrued vacation time, sick time, or PTO with the approval of their department head. The City reserves the right to request all pertinent information including deceased relative's name, relationship of the employee to the deceased, the name and address of the funeral home, and the date of the funeral. Documentation such as a death certificate, or other documentation on the deceased may be required for approval of the leave.

Voting Leave
Employees are encouraged to exercise their right to vote outside of their scheduled working hours. As such, all full-time employees as defined herein may be granted up to one hour of leave during polling hours in order to vote in federal, state or local elections, both primary and general elections. This time off shall be granted if it does not increase staffing cost or decrease departmental efficiency.

Employees must request time off for voting in writing or via e-mail at least five (5) business days in advance to the Department Head or designee. The request for leave must clearly state that the employee needs leave in order to vote.

**THE CITY OF DORAL DOES NOT OFFER A RELOCATION PACKAGE **

THE CITY RESERVES THE RIGHT TO AMEND, MODIFY OR TERMINATE (IN WHOLEOR IN PART) ANY OF ITS BENEFITS PROGRAMS AT ANY TIME.

Equal Opportunity Employer
The City of Doral is an equal opportunity employer.

Smoke Free/Drug Free Workplace
The City of Doral maintains a smoke free and drug free workplace.

01

Do you possess a Bachelor's degree in Computer Science, Information Technology, or a related field from an accredited college or university?

• Yes
• No

02

Do you possess at least four (4) years of related work experience involving troubleshooting, installing, upgrading, or maintaining PCs, laptops, printers, or associated peripherals in a MS Windows-based environment with MS Office products?

• Yes
• No

03

Do you possess at least two (2) years of supervisory experience?

• Yes
• No

04

Do you possess a valid driver license with an acceptable driving record?

• Yes
• No

05

I certify that I have read the job announcement in its entirety, and have attached my resume to my application.

• Yes
• No

Required Question