IT Manager, Client Services

Job Description
The Philadelphia International Airport is managed by the Department of Aviation of the City of Philadelphia.  The airport handles approximately 82,000 travelers per day.  The airport Information Technology department is headed by the Chief Information Officer (CIO). The IT Client Services Manager manages the Airport’s IT Helpdesk and AV Support Services.  The IT Client Services Manager will oversee the day-to-day operations of the IT support team, ensuring that technical issues are promptly addressed and resolved to minimize downtime. They will develop and implement strategies for optimizing helpdesk processes, including ticket management, escalation procedures, and user training. Additionally, they will collaborate with other IT teams to identify recurring issues and implement long-term solutions to improve overall system reliability and user satisfaction.
Essential Functions
Determine the goals of IT end-user support initiatives within broad outlines provided by Department of Aviation executive management. 
Manage the work efforts of the IT Department’s Helpdesk, Helpdesk Coordinator, and AV Specialists. 
Maintain and deliver a system of metrics that accurately reflect the performance, capabilities, and capacity of your team. 
Contribute to the continuity of end-user computer services by providing necessary technical leadership and project coordination. 
Review/evaluate requests for purchases of hardware and software for feasibility and necessary funding. 
Forecast costs, equipment, overtime and personnel needs for projects and programs as required and related to Department of Aviation operations. 
Prepare procurement documentation and paperwork for approval by DOA Executive. 
Prepare long- and short-range plans for application selection, Operating System upgrades, systems development and distribution, and acquisition of the resources needed to support them. 
Establish and maintain relationships with both internal and external clients using Department of Aviation information technology resources. 
Uphold IT standards, policies, and procedures including any requirements established by DOA Executive. 
Stay abreast of the latest developments in MIS technology with an emphasis on end-user support tools and techniques. 
Determine staff development requirements and ensure technical support staff receives suitable training. 
Perform hiring tasks necessary to maintain staffing levels established by DOA Executive. 
Monitor and provide status updates for activities related to Department of Aviation service desk operations and staff assignments. 
Develop and present services to the Airport through a sustainable and user-friendly interface using ITSM best practices.  
Maintain client-facing service desk software and continuously improve it with an emphasis on end user self-service. 
Other related duties as assigned.
Competencies, Knowledge, Skills and Abilities
Experience with enterprise system implementations and solution architecture.  
Working knowledge of ITSM activities with a focus on Continuous Improvement. 
Ability to make decisions and recommendations on technology strategies. 
Ability to learn quickly in a dynamic environment.  
Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.  
Ability to work with cross-functional/cross departmental teams.
Demonstrated leadership ability. 
Ability to work with deadlines and changing priorities in a complex environment. 
Ability to exercise strong judgment in analyzing, appraising, evaluating and solving problems of a difficult procedural, organizational, administrative or technical nature. 
Ability to analyze information related to computer technology to assist in directing senior leadership in the selection of software and hardware to meet the needs of the business unit. 
Ability to manage vendor relationships, including hosted systems and vendor-managed applications.