Information Technology IT Client Success Team Lead

Job Description
The City of Chesapeakes Department of Information Technology Enterprise Operations Program is searching for an IT Client Success Team Lead to ensure successful IT customer/client experiences across the full virtual and physical endpoint computing platform while exemplifying the Chesapeake CARES standards in a technical IT customer support team leadership role. Chesapeake is the City that CARES . We are Virginias second largest City but we purposefully retain our small town feel and our connection to our community. We serve our community and our teammates internal IT customers through Courteousness Attentiveness Responsiveness Empowerment and Stewardship. The virtual and physical endpoint computing platform includes all customerfacing IT equipment including virtual and physical desktops laptops print devices mobile devices audio visual solutions and telephones. In this technical leadership role the IT Client Success Team Lead will oversee and lead the IT Client Technology Teams daytoday operations providing comprehensive IT customer service support from level zero 0 through level three 3 in a diverse modern and matrixed environment consisting of virtual desktop infrastructure 3500 physical desktop computing workstations 1000 print devices dozens of audio video locations and telephony solutions for mobile virtual and physical phones. The incumbent will take ownership of IT client success via IT customer service tickets continual improvement opportunities ensuring timely refresh cycles for the Citys IT desktop computing equipment meeting or exceeding the expectations regarding performance against SLAs and KPIs and building and maintaining strong relationships with IT clients and other IT Teams. A primary objective in this role is to guarantee City IT customers have successful experiences across the full endpoint computing platform on a continual basis. Collaboration will be the key as this incumbent works crossfunctionally with other IT Teams advocating for the needs of our IT clients. The IT Client Success Team Lead will be a driver of future technologies and change across the endpoint computing platform via continual service improvement towards successful IT client experiences. The IT Client Success Team Lead will have a strong background in virtual and physical desktop support ITSM Service Desk ticketing platforms desktop technologies to include monthly patching and refresh cycles endpoint support (including print mobile AV and telephony) and IT inventory awareness. This person should have a unique blend of technical expertise strategic thinking and people management skills. We are looking for a champion of change who will utilize tools and techniques geared towards creating and maintaining IT client success across the full endpoint computing platform. This technical handson position involves supervising and leading technical staff while fostering a culture of continuous improvement. The IT Client Success Team Lead will have the following minimal qualifications: Demonstrated experience leading and guiding staff responsible for IT customer support ensuring high performance in technical and serviceoriented functions for an enduser community. Proven ability to lead teams that deliver reliable responsive support and drive a culture of continuous improvement and client satisfaction. 6 years experience directly or indirectly leading an IT customer service support team with technical responsibilities in support of an enduser/client community. In lieu of the team lead requirement the incumbent can have 6 years experience relating to two 2 of the following IT arenas: Virtual desktop infrastructure IT customer service IT physical desktop support up to level 3 IT Service Desk ticketing systems IT computing refreshes and the cycle thereof IT endpoint support technologies IT mobile devices IT print audio visual solutions IT remote support technologies IT change IT crossfunctional matrixed environments or IT continual improvements. Experience providing IT client successes relating to two 2 of the following arenas within the endpoint computing platform: endpoint refresh/improvement break/fix technology deployment meeting a business need root cause analysis crossfunctional IT activity new installations or leveraging reports for improvement. Experience using an IT Service Desk ticketing system to include ticket management from cradle to grave reporting prompting the use of ticketing system and the improvement of the ticketing system via the IT customer service lifecycle in partnership with other IT Teams. Experience with hardware and software inventory management to include warranties and working with other IT Teams and vendors in a matrixed environment. Experience working in and understanding a complex matrixed IT environment with IT crossfunctional awareness and how the IT platform supports the functional business needs. Experience with IT reporting in relation to performance dashboards and demonstrating client success. IT Fundamentals A Service Desk or IT support certifications preferred. This position will have to complete a general and Public Safety City of Chesapeake fingerprint based background check. The Department of Information Technology provides ongoing training on current trends and emerging technologies helping you become an even better tech! In addition as a City of Chesapeake employee you are also eligible for a competitive benefits package .

Required Qualifications
VOCATIONAL / EDUCATIONAL REQUIREMENT : Requires any combination of education and experience equivalent to a bachelors degree in computer science information systems engineering or a closely related field. EXPERIENCE REQUIREMENT : In addition to satisfying the vocational/education standards this job class requires a minimum of six years of related fulltime equivalent experience. SPECIAL CERTIFICATIONS AND LICENSES : Requires a valid drivers license and a driving record that is in compliance with City Driving Standards . IT Fundamentals A Service Desk or IT support certifications preferred. SPECIAL REQUIREMENT : Employees may be expected to work hours in excess of their normally scheduled hours in response to shortterms department needs and/or Citywide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Preferred Qualifications
46 Years in an ITrelated field 23 Years experience relating to IT inventory of software and hardware and lifecycle management. 23 years experience working in Public Sector IT environment.

Work Schedule
Monday Friday 8:00am 5:00pm. Employees may be expected to work hours in excess of their normally scheduled hours in response to shortterms department needs and/or Citywide emergencies.