Salary: $89,145.00 - $112,000.00 Annually
Location : Flagstaff, AZ
Job Type: Regular Full Time
Job Number:
Department: Information Technology
Opening Date: 08/06/2026
Closing Date: 8/28/2026 5:00 PM Arizona

Nature of Work
Under general direction, leads the County's Service Delivery Division and is responsible for the quality, reliability, and continual improvement of customer-facing technology services. This position provides strategic and operational leadership for the IT Service Desk, desktop and endpoint support, device lifecycle management, IT asset management, customer engagement, conference room technology, employee onboarding, and related service delivery functions.

The IT Manager of Service Delivery serves as a champion for modern IT Service Management (ITSM), customer experience, and operational excellence. The position establishes and matures ITIL-aligned practices; uses service data and customer feedback to improve performance; and works across Information Technology divisions to ensure services are secure, consistent, measurable, and aligned with County priorities.

This role regularly partners with department leaders, elected offices, employees, vendors, and technical teams to understand business needs, communicate service expectations, resolve complex issues, and strengthen trust in County technology services. Occasional after-hours work may be required for urgent incidents, planned maintenance, system upgrades, public meetings, or other operational needs.

Work Arrangement: This is an in-office position. Limited remote work may be authorized on an occasional basis, subject to operational needs, and requires prior approval from the Deputy Chief Information Officer or Chief Information Officer.


Typical Duties
(Illustrative Only)

• Leads the County's IT Service Management (ITSM) program by establishing, governing, measuring, and continually improving ITIL-aligned service management practices, including Incident, Request, Problem, Change, Knowledge, and Asset Management.
• Establishes service ownership, operating standards, escalation paths, and continual improvement priorities based on service performance, customer feedback, operational risk, and County priorities

• Serves as a primary relationship manager and trusted advisor for County departments, elected offices, and employees regarding end-user technology services
• Promotes a customer-first culture focused on clear communication, timely acknowledgement, ownership, warm handoffs, and follow-through

• Establishes and monitors service level agreements (SLAs), key performance indicators (KPIs), and operational dashboards
• Uses measures such as first contact resolution, mean time to resolve, ticket backlog, reopen rate, customer satisfaction, change success, endpoint compliance, and asset accuracy to evaluate performance and identify improvement opportunities
• Presents service performance, customer trends, risks, accomplishments, and recommendations to IT leadership and County stakeholders

• Supervises, mentors, coaches, and evaluates assigned personnel while fostering a culture of collaboration, accountability, learning, and exceptional customer service
• Builds team capability in ITSM practices, technical support, documentation, communication, problem solving, and customer engagement

• Identifies opportunities to streamline service delivery through workflow automation, self-service, knowledge-centered support, standardized request forms, and AI-assisted tools where appropriate and approved
• Improves the quality and accessibility of technical documentation, customer guidance, known-error information, and internal support procedures
• Reduces avoidable manual effort while maintaining security, accessibility, transparency, and service quality

• Oversees the procurement, receipt, inventory, configuration, assignment, refresh, recovery, retirement, and secure disposal of end-user technology assets
• Maintains accurate records in the IT asset inventory and configuration management systems and ensures assets are traceable throughout their lifecycle
• Manages Microsoft enterprise licensing and third-party software licensing, including assignments, purchases, annual true-up activities, compliance, and cost optimization

• Partners with the Information Security Office and other IT divisions to manage vulnerabilities, endpoint compliance, secure configurations, software standards, and remediation activities
• Supports continuity of operations, major incident response, recoverability, and service restoration for customer-facing technology services
• Ensures Service Delivery processes and technologies comply with County policies, applicable laws, CJIS requirements, records obligations, accessibility expectations, and industry best practices

• Contributes to departmental and County strategic planning and aligns Service Delivery priorities with organizational goals
• Develops and manages budgets, contracts, procurement activities, lifecycle forecasts, and vendor relationships related to Service Delivery operations
• Leads or participates in technology projects and cross-functional initiatives from planning through implementation and operational transition

Essential functions of this position include but are not limited to: walking; working with and around other staff and County employees; dealing with interruptions; repetitive motion (hand-wrist) for keyboarding; vision-acuity (near) for monitoring PC screen data; Color vision necessary for working with color coded cables; hearing and speech (ordinary conversation) for communicating with staff and customers; touch (finger dexterity) for keyboarding; Environmental hazards include electrical hazards associated with working with computers, servers and circuits, and potential for falls from ladders.
Minimum Qualifications
Bachelor's degree in Computer Information Systems, Management Information Systems or closely related field and two years of work experience in programming and systems analysis; OR: Associate degree in Computer Information Systems, Management Information Systems or closely related field and three years of work experience in programming and systems analysis; OR; Four years of work experience in programming and systems analysis; OR; Any equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position.
Preferred Qualifications include:

• Experience leading an IT Service Desk, desktop support, endpoint management, field support, or customer-facing technology operation.
• Experience administering an enterprise ITSM platform such as ServiceNow, Ivanti, Freshservice, Jira Service Management, ManageEngine, or a comparable platform.
• Experience with Microsoft 365, Microsoft Intune, endpoint configuration and compliance, device lifecycle management, and enterprise software deployment.
• Experience in local government, public sector, education, healthcare, public safety, or another complex service-oriented environment.
• Relevant certifications such as ITIL 4 Foundation, HDI, PMP, Lean Six Sigma, Microsoft, or comparable certification are desirable.

The ideal candidate is a service-oriented leader who combines technical knowledge, sound judgment, and strong relationship building skills. They are energized by improving the employee technology experience, developing high-performing teams, using data to drive decisions, and building practical ITSM processes that create measurable value. They communicate clearly with technical and nontechnical audiences, remain calm during major incidents, and understand that local government technology must be reliable, secure, responsive, and accountable to the public. They lead by example, empower their team to make informed decisions, and foster a culture of continuous improvement, ownership, and exceptional customer service.
Knowledge, Skills and Abilities

Working Knowledge of:

• ITIL 4 concepts and modern IT Service Management principles, practices, governance, and continual improvement.
• Incident, request, problem, change, knowledge, asset, configuration, service catalog, service level, and major incident management.
• Customer experience, stakeholder engagement, service reviews, relationship management, and effective communication with technical and nontechnical audiences.
• Service metrics, operational reporting, trend analysis, customer satisfaction measurement, and data-driven decision-making.
• Enterprise endpoint technologies, desktop support, mobile device management, Microsoft 365, identity and access concepts, software distribution, and device lifecycle management.
• Leadership, coaching, team development, workforce planning, performance management, and organizational change.
• Project management, budgeting, procurement, contract administration, vendor management, strategic planning, and fiscal stewardship.

Ability to:

• Build trusted relationships and collaborate effectively with departments, elected offices, technical teams, vendors, and executive leadership.
• Plan, prioritize, and manage multiple projects and operational initiatives from concept through implementation with minimal direction.
• Communicate effectively in writing and verbally, balance competing priorities, and make sound decisions while maintaining exceptional customer service, cybersecurity, fiscal responsibility, and workplace safety.

Employee Benefits

Coconino County offers a comprehensive employee benefits
package to regular employees working 30 or more hours per week that includes:

(Regular Part Time employees receive some benefits on a pro-rated basis. Temporary and Seasonal employees do not receive benefits. Elected officials are not eligible for vacation and sick leave.)

• Vacation/Annual Leave
• Sick Leave
• 10 Holidays Per Year
• Health Care Insurance
• Dental Plan
• Vision Plan
• Group Life Insurance
• Pre-Tax Deduction Plan
• Sick Leave Conversion Plan
• Personal Day Purchase Program
• Vacation Sell Back Program
• Tuition Reimbursement Program
• Wellness Program
• Long-Term Disability
• Arizona State Retirement System
• Employee Assistance Program
• On-going Training Opportunities
• Free bus transportation/ EcoPass bus pass

Elective Coverage

• Dependent Medical, Dental, and Vision
• Supplemental Life (for employees & dependents)
• Flexible Spending Account
• Health Savings Account
• Tax-deferred investment program
• Accidental and Disability Insurance
• Short Term Disability

01

Describe an IT Service Management (ITSM) process you implemented or significantly improved, such as Incident, Problem, Change, Request, Knowledge, or Asset Management. What problem were you solving, and what results did you achieve?
02

Describe a situation where a customer or department was dissatisfied with the quality of IT services you provided. How did you address their concerns, rebuild confidence, and improve the overall customer experience?
03

What does exceptional customer service look like in a local government IT organization, and how would you build a culture that consistently delivers it?
04

Tell us about your experience administering an IT Service Management (ITSM) ticketing platform such as ServiceNow, Ivanti, Freshservice, Jira Service Management, or a similar solution. What enhancements or process improvements did you implement?
Required Question