Deputy Commissioner IT End User Service

ABOUT THE ROLE The Deputy Commissioner IT End User Services leads, manages, and continuously improves the City's IT service delivery operations, including Helpdesk Services, Field Support Services, and Asset Management. Reporting directly to the IT Commissioner, this role provides operational leadership to ensure technology support services are delivered efficiently, consistently, and in alignment with the City's business needs and IT objectives. The position oversees IT managers, establishes operational expectations, drives process improvements, and ensures accountability for service quality and customer satisfaction. KEY RESPONSIBILITIES - Provide day-to-day operational leadership and oversight for Helpdesk Services, Field Support Services, and Asset Management. - Establish clear operational expectations, priorities, and performance standards. - Provide direct leadership, coaching, mentoring, and support to service managers to develop effective leaders. - Establish and monitor performance metrics such as ticket quality, resolution times, customer satisfaction, first contact resolution, and asset accuracy. - Develop strong working relationships with Applications, Infrastructure, Cybersecurity, Telecommunications, and Project Management teams. - Ensure regular and thorough IT asset audits and manage stock levels for immediate device availability. - Ensure delivery teams follow City security policies, operational standards, and compliance requirements. - Establish regular operational review processes and prepare monthly reports and recommendations for Executive Leadership. - Assist in planning, budgeting, and procurement of IT End User Services technologies and services. MINIMUM QUALIFICATIONS - Bachelor's Degree in a related field (Information Technology, Computer Science, Information Systems, or related). Two years of experience may be substituted for each year of college education lacking. - Five years of progressive IT leadership experience, including proven experience managing IT support teams and infrastructure. - Excellent written and verbal communication skills with demonstrated leadership and management abilities. - Strong analytical and problem-solving skills. - Thorough knowledge of Help Desk operations, IT service management (ITSM) principles, ticketing systems, and asset management tools. - Knowledge of Microsoft Windows, Microsoft 365, Active Directory, endpoint management tools, and remote support technologies. SPECIAL REQUIREMENTS - Valid Ohio Driver's License required. - Ability to work varied hours, work independently, and manage competing deadlines. SELECTION PROCESS Not explicitly specified in the provided job description. HOW TO APPLY Not explicitly specified in the provided job description. Applicants should refer to the official City of Cleveland careers portal and search for Job Number 10925-HR before the closing date. EMPLOYMENT DETAILS - Employer: City of Cleveland - Job Number: 10925-HR - Job Type: Full-time - Department: 1601 - Innovation & Technology - Division: 160102 - Innovation System Services - Location: 601 Lakeside Avenue, Cleveland, Ohio, 44114 - Opening Date: 08/19/2026 - Closing Date: 9/9/2026 11:59 PM Eastern