Job Description

Position Title:

IT Service Delivery Manager

Effective Date:

October 2025

Salary Grade/Range:

Grade 16 / $85,000 - $105,000

FLSA Status:

Covered

EEO Job Category:

Professional

General Position Summary

The IT Service Delivery Manager manages a team of IT Service Delivery Technicians and Field Technicians who provide high-quality technical and application support to users across the state of Idaho. This position is responsible for ensuring timely resolution of service requests, managing critical incidents, and driving continuous improvements in IT service delivery. The IT Service Delivery Manager also plays a key role in maintaining service desk operations, supporting end-users, and enhancing the overall customer experience. This position is a member of the IT Leadership Team, reporting to the Deputy Chief Information Officer.

How We Work:

The Administrative Office of the Courts is committed to supporting the mission of the Idaho Courts using an approach that aligns strategy, work, and capacity. This approach empowers our employees to respond quickly and efficiently to meet the needs of our customers: citizens, courts, judges, employees, and other stakeholders. We believe in continual improvement of our services and products to better serve and support our customers and the evolving environment. Court employees are future-focused, take initiative, and are personally responsible for work delivery and professional growth. Our leaders are committed to professional development and growth of employees by empowering and supporting motivated individuals; providing clarity and focus for projects; giving those individuals the environment and support they need; and fostering a culture of collaboration, transparency, learning, trust, and shared accountability.

Major Duties and Responsibilities

(The examples provided do not cover all of the duties which the incumbent of this position may be required to perform.)

IT Service Delivery - Technical and Application Support:

Develop and implement strategic plans for IT service delivery aligned with judicial branch objectives; Identify opportunities to improve service delivery through technology modernization, automation, or resource optimization; Collaborate with senior leadership to align IT initiatives with organizational priorities and long-term goals; Participate in IT governance, policy development, and technology planning initiatives; Monitor emerging technology trends and evaluate their applicability to service delivery improvements; Manage budgeting, staffing, and resource planning to support service delivery needs across the state; Lead and supervise a team of IT Service Delivery Technicians and Field Technicians across statewide locations; Provide hands-on support for hardware, software, infrastructure, and enterprise application issues; Oversee daily operations of the IT Service Desk, ensuring timely and thorough resolution of incidents and service requests; Monitor incident tracking systems, analyze performance metrics, and ensure service level objectives (SLOs) and key performance indicators (KPIs) are consistently met; Prioritize, research, and resolve complex or high-impact technical issues, including production outages; Schedule and manage staff coverage to support operational hours, including off-hours support for critical issues; Assist team by providing coverage on the service desk as required to ensure the timely response to customer requests and issues; Assist front line staff with complex issues or recommends escalation to quickly resolve incidents; Assist with statewide IT asset management, including inventory tracking and auditing; Troubleshoot and resolve hardware and software issues; identify root causes and implement timely corrective actions; Prepare and maintain user support documentation, system notices, reports, and forms; Supervise staff scheduling, approve timesheets, and conduct performance evaluations.

IT Service Delivery - Quality and Improvements:

Develop and report on service delivery metrics and trends to drive performance improvements; Recommend and implement service delivery policies, procedures, and support documentation; Identify and lead process improvements to enhance end-user support and service effectiveness; Train new and existing service delivery staff and coordinate ongoing professional development; Establish and manage end-user feedback mechanisms to improve service quality; Conduct on-site visits to gather input and evaluate the effectiveness of IT services; Address and resolve recurring service delivery issues and unacceptable service levels; Propose software configurations that align with user needs and monitor application performance; Participate in application testing, including the development and execution of test plans; Facilitate user groups to collect feedback and promote best practices; Maintain and enhance the IT Service Desk knowledge base; Promote and support self-service tools to empower end-users and reduce service desk volume; Implement and refine IT incident management processes aligned with ITIL or ITSM frameworks; Build and maintain effective relationships with end-users to identify opportunities for improvement; Drive measurable improvements in service efficiency, including reduced time to resolution; Stay current with industry trends and continuously develop service delivery and technical skills.

IT Critical Incident Management

Serve as the critical incident manager during major IT outages and service disruptions; Lead and coordinate the full response to high-impact incidents, including managing technical teams, escalation paths, and communication platforms; Ensure timely and accurate communication of incident status and updates to statewide stakeholders, including executive leadership and end users; Document all aspects of the incident in real time, including a detailed timeline of events, decisions, and actions taken; Lead post-incident reviews to determine root causes and develop corrective action plans; Collaborate with internal teams to implement preventative measures and strengthen future incident response efforts; Performs other job duties as required.

Minimum Qualifications:

The Idaho Supreme Court reserves the right to consider an equivalent combination of education, training, and/or experience necessary to successfully perform the major responsibilities of the position.

Education and Experience:

Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; Minimum of five (5) years of experience working with information systems, including software application implementation, support and/or development; Minimum of 3 years in a supervisory or management role, preferably leading technical teams; Experience supporting enterprise IT environments, including hardware, software, and applications; Experience with incident management and service delivery frameworks such as ITIL or ITSM; Experience working in or supporting government, judicial, or similarly regulated environments is highly desirable; Experience managing large-scale IT incidents and coordinate cross-functional response efforts; Industry certifications such as CompTIA A+/Network+, ITIL v4, preferred.

Knowledge, Skills, and Abilities:

Knowledge of strategic IT planning, performance management, and organizational alignment; Knowledge of IT governance, budgeting, and resource planning processes; Knowledge of IT service delivery frameworks and best practices (e.g., ITIL, ITSM); Knowledge of Windows Active Directory, group policy management, and user authentication; Knowledge of current Microsoft Windows operating systems and Microsoft 365 applications; Knowledge of basic LAN/WAN networking concepts and troubleshooting (wired, wireless, VPN, DNS, DHCP); Knowledge of common web conferencing tools and collaboration platforms (e.g., Teams, Zoom, WebEx); Knowledge of supervisory and team leadership principles; Knowledge of incident management and root cause analysis techniques, Skill in delivering responsive and effective customer service to a diverse, statewide user base; Skill in verbal and written communication, including the ability to explain technical concepts to non-technical users; Skill in managing shifting priorities and navigating high-pressure situations, such as during critical incidents; Skill in prioritizing and handling high volumes of service requests efficiently; Skill in diagnosing and resolving complex technical and application-related issues; Skill in coaching, mentoring, and training staff and end-users on systems, tools, and processes; Skill in documenting processes, troubleshooting steps, and knowledge base content clearly and concisely; Skill in conducting system and application testing and quality assurance; Skill in evaluating and aligning IT services with evolving organizational or policy goals; Skill in strategic decision-making, prioritization, and long-term planning; Skill in presenting and justifying technical recommendations to executive or non-technical stakeholders; Ability to lead and coordinate IT teams during critical incidents and high-impact situations; Ability to create, document, and execute test plans for system updates or issue resolution; Ability to develop subject matter expertise in court applications and technologies. Ability to analyze system and application issues and recommend or implement solutions; Ability to conduct system and business process analysis to align IT services with court operations; Ability to prepare detailed reports, support documentation, and service metrics; Ability to communicate technical information in a clear, user-friendly manner; Ability to build and maintain effective relationships with court staff, team members, and leadership; Ability to travel throughout the state of Idaho.
The Idaho Supreme Court is an equal opportunity employer. Hiring is done without regard to race, color, national origin, sex, age, religion, socioeconomic status, sexual orientation, gender identity, disability, or any other applicable legally protected status. In addition, preference may be given to veterans who qualify under state and federal laws and regulations. If you need accommodation for applying or interviewing, please notify human resources.

Job Type: Full-time

Pay: $85,000.00 - $105,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Retirement plan Tuition reimbursement Vision insurance
Work Location: In person