IT Manager

Responsible for managing the Agency’s (IT) end-user support operations, including the IT Helpdesk and Field Support teams. Accountable for ensuring all Helpdesk metrics, including ticket service level agreements (SLAs) and response times, are met, and for managing after-hours support coverage. Responsible for IT asset management and asset tracking, and for managing projects, including new store rollouts and the implementation of new technology.

Works with the Director of IT Operations and Security to ensure IT support services meet current and future business needs. Accountable for ensuring continuity of computer services for all computer users in the Agency through planning, technical leadership and project coordination.