IT Manager - Service Operations

Milwaukee County oversees operations from our Airport, Behavioral Health, Child Support Enforcement, Combined Court Operations, Sheriffs Department, Community Reintegration Center, Human Services, Parks, Public Safety, Public Works, Fleet Operations, Transportation, and at the Zoo. Our departments are also dedicated to our Seniors in the Department on Aging, those with Disabilities, and Veterans Affairs. Our employees also remain committed to serve the cultural, human, recreational and social needs of the entire community.

Milwaukee County offers a wide variety of interesting jobs for people who want to make a difference in our community. Milwaukee County provides a competitive benefit package and is an Equal Opportunity Employer. If disability related accommodations are needed, please contact 414-278-3936. For submitted application inquiries please contact careers@milwaukeecountywi.gov. Please note: an online application must be submitted for consideration.

We are searching for Changemakers to come and join our team and discover our diverse and versatile community of independent spirits and unique talents, we are redefining the way you think about Milwaukee County!

Closing Date: September 30th, 2025 or upon the receipt of the first 50 application submissions.

IT Manager Service Operations

ISMD
Full-Time, Salary

Salary Range: $99,091.20 - $148,636.80

JOB SUMMARY: The Manager of Service Operations is responsible for overseeing the strategic and tactical operations of the County's service and operational teams for County systems and technology. This role liaises with stakeholders at all levels, ensures the efficient delivery of services, drives operational excellence, and aligns departmental goals with the organization's overall strategy. The ideal candidate combines a strategic mindset with a hands-on approach to improve processes, enhance customer experience, and achieve performance targets. The Manager Service Operations also provides coaching and mentoring of Service Operations supervisors (i.e., Service Desk, End User Support, and Asset Management).

JOB DUTIES:

• Manages the service request, incident management, problem management, and resolution processes, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses. Manages and coordinates urgent and complicated support incidents (e.g., Major Incident Management - MIM processes). Serves as the escalation point for all service requests and incidents. Manages vendor support tickets and communication of statuses through the incident life cycle.
• Train, coach, and mentor IT Support Services personnel, including career development. Oversee staff activities. Schedule employees' working times and provide backup support. Interact with internal and external stakeholders. Lead personnel management, including staff recruitment, performance assessment, training, and mentoring. Supervise IT Support Services personnel to facilitate continual process improvements.
• Coordinate with stakeholders and IT management to develop and implement Service Level Agreements (SLAs). Identify KPIs and other metrics within the Support Services area. Monitor, measure, and report IT operations' performance and trends to improve customer experience. Provide regular performance report reviews with updates to IT Leadership.
• Oversee the IMSD knowledgebase within the ITSM and ensure complete and accurate solutions are available to users and IMSD staff.
• Manage vendor relationships as they pertain to the Service Desk, ITAM, EUC, AV, MSP, and Mobile Devices. Responsible for oversight of contractor and vendor spend, service desk budgets, and purchase orders.
• Manage change management processes (e.g., standard, normal, and emergency changes), oversee communication of outage/emergency activities to the organization, and lead IMSD's Change Advisory Board (CAB) to review and approve production changes.
• Responsible for tracking IT incidents and conducting trend analyses, coordinates post-mortems after major incidents, and organizes the problem management team as they conduct root cause analysis.
• Develop and execute service and operational strategies in alignment with the organization's goals.
• Analyze market trends and customer feedback to identify opportunities for process improvements and service enhancements.
• Establish long-term and short-term objectives to optimize resource allocation and achieve key performance indicators (KPIs).
• Collaborate with leadership to define the operational roadmap and establish priorities
• Identify and implement new technologies, tools, and processes to improve operational efficiency and service delivery.
• Lead vendor negotiations and manage vendor relationships to ensure value and quality.
• Oversee the recruitment, onboarding, and development of team members to maintain a high-performing workforce.
• Ensure the availability of resources, tools, and training to support team success.
• Monitor daily operations to ensure adherence to company standards, policies, and procedures.
• Manage budgets, forecasts, and financial performance within the service and operations domains.
• Identify and resolve operational issues promptly while mitigating risks.
• Establish metrics to measure team performance and ensure accountability across departments.
• Drive a culture of continuous improvement through regular assessments and feedback loops.

MINIMUM QUALIFICATIONS:

• Current Resident of Wisconsin
• Valid WI Driver's License and must be maintained throughout employment
• Possession of an Associate's degree in Information Technology, Business Administration or related field
• At least three (3) years of experience in Information Technology (IT) Support Services.
• At least One (1) year of experience supervising or managing a team of employees/contractors.
• Intermediate knowledge of all computer and software applications, such as word processing and spreadsheets.
• Advanced knowledge and experience with ITSM solutions
• Ability to lift, carry, push, and pull up to 30lbs regularly.

PREFERRED QUALIFICATIONS:

• HIGHLY Preferred - Professional certifications in operations or service management (e.g., ITIL, PMP, Lean Six Sigma)
• HIGHLY Preferred - Service Management or Help Desk Institute Certification

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proven experience in IT service and operational management roles.
• Strong understanding of operational frameworks, process optimization, and performance management.
• Demonstrated ability to lead cross-functional teams and drive organizational change.
• Proficiency in using data analytics tools and systems to inform decision-making.
• Experience managing budgets and financial performance.
• Passion for delivering robust operational IT Services through people and technology
• Evolve service delivery by leading multi-disciplinary teams.
• Experience in ensuring the service team is focused and in explaining IT issues to stakeholders of all knowledge levels and seniority.
• The ability to prioritize and direct resolver groups during incident/problem resolution
• Experience in direct and matrix management.
• Experienced in the IT Change and Governance processes
• Ability to communicate compellingly with all levels of management and across all
• functional areas - both written and oral.
• Fluent in IT Services frameworks - ITIL Foundation
• Strategic thinker with a result-driven approach to problem-solving.
• Strong leadership and interpersonal skills, capable of motivating and developing teams.
• Exceptional organizational and multitasking abilities to manage competing priorities.
• Excellent communication and collaboration skills for engaging with stakeholders at all levels.
• Adaptability and resilience in a fast-paced, dynamic environment.
• Excellent people skills
• Excellent customer and executive-level verbal and written communication skills
• The ability to work under pressure
• Ability to motivate and hold staff accountable
• Self-motivated - must show passion for providing quality services

Note: This ORIGINAL APPLICATION is open to qualified residents of the State of Wisconsin at the time of application. Candidates need to submit a full account of their training and experience (i.e., by submitting an up-to-date resume or by fully completing the application) during the application process and may also be asked to take additional written or performance tests as part of the selection process.

APPLICANTS MUST POSSESS MINIMUM QUALIFICATIONS AT TIME OF FILING APPLICATION

Milwaukee County is committed to fostering an equitable working environment, free from discrimination and harassment, on the basis of any characteristic protected by law. We prohibit any form of discrimination, harassment based on race, color, religion, sex, gender, gender identity or expression, sexual orientation, pregnancy, pregnancy related condition, national origin, age, disability, FMLA status, sexual orientation, military status, marital status, or any other category or status that is now or in the future protected by federal, state, and local law. We maintain a drug-free workplace and perform pre-employment substance abuse testing, background checks and pre-employment physicals subject to job requirements. If special accommodations are needed, please contact 414-278-3936.