IT Manager/ Help Desk Manager

Position: IT Manager

Location: Phoenix, AZ (Hybrid)

Contract: 12+ Months

Client: Arizona (Arizona Department of Revenue)

Position ID: 9618

Description Onsite Interview

The Senior Manager, IT Customer Support leads and manages all aspects of customer-facing IT services for the Arizona Department of Revenue (ADOR).
This includes overseeing the IT Service Desk, desktop support operations, and client device management across the agency.
Responsible for driving continuous improvement, maturing IT service management (ITSM) processes, and ensuring IT customer support services are highly efficient, reliable, and directly integrated with the CISO's security initiatives to protect sensitive taxpayer data and agency assets.
Requirements
Education & Experience
Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as a Bachelor's Degree (e.g., B.A), training, coursework, and work experience relevant to the assignment.
Minimum eight (8) years of related progressive experience in Information technology
Minimum of three (3) years management and supervision experience overseeing IT service desk, help desk, or technical support operations for an organizational workforce size of 1,000 +
Previous experience in developing and managing ITIL-based ITSM processes (Incident, Request, Knowledge Management)
Previous Experience implementing a Virtual Desktop Environment
Knowledge/Understanding
Broad and generally deep understanding of all facets of management and leadership, as well as a vision for the IT customer support function
Thorough working knowledge of most infrastructure technologies and in-house developed applications utilized in the enterprise
Thorough working knowledge of the organization's methodologies and tools
Thorough working knowledge of the organization's policies and procedures
Thorough working knowledge of interrelationships among various internal and external organizational functions
Strong understanding of client operating systems (Windows, macOS), enterprise networking, security best practices, and remote support technologies
Strong understanding of the available technologies to implement a Virtual Desktop Environment
Skills
Excellent verbal, written, and listening communication skills
Excellent interpersonal skills and demeanor
Strong organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority
Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
Proficient in the use of enterprise level ticketing systems. (e.g. Service Now, Cherwell. Solarwinds Web Help Desk)
Abilities
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
Ability to contribute to and execute strategic plans, manage budgets, and report performance metrics to executive leadership
Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to build, motivate, engage, develop/grow, and retain a high performing team
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.
Willingness and ability to embody ADOR's core values of Do the Right Thing, Commit to Excellence, and Care About One Another
Additional Job Demands
In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)
Selective Preferences
Bachelor's Degree in Information Technology, Computer Science, or a related field
Current ITIL Certification (e.g., ITIL 4 Foundation or higher)
Previous experience leading leaders
Prior experience working within a State or Local Government agency or other highly regulated environment
Experience with a modern Enterprise Service Management (ESM) platform (e.g., ServiceNow, Cherwell)
Experience with Continuous Improvement/Lean

Required Skills
Minimum eight (8) years of related progressive experience in Information technology
Minimum of three (3) years management and supervision experience overseeing IT service desk, help desk, or technical support operations for an organizational workforce size of 1,000 +
Previous experience in developing and managing ITIL-based ITSM processes (Incident, Request, Knowledge Management)
Proficient in the use of enterprise level ticketing systems. (e.g. Service Now, Zendesk, Cherwell. Solarwinds Web Help Desk)

Preferred Skills
Ability to build, motivate, engage, develop/grow, and retain a high performing team