Division Manager, Customer Support

DIT is seeking a dedicated and forward-thinking Division Manager over Customer Service and Support. This position leads the full scope of service and support functions, including oversight of the County s IT service desk, end-user hardware provisioning, device lifecycle and asset management, and customer support activities. The role is responsible for managing division programs, daily operations, projects, and staff while aligning with the department's strategic objectives. It supports the vision and mission of the Chief Information Officer and the County by delivering high-quality technology services, ensuring service reliability, and maintaining compliance with County policies and applicable regulations.

This position also plays a critical role in minimizing service disruptions and ensuring that all end-user technology needs are met with efficiency and professionalism.

Key Responsibilities:

Leadership in Division Operations

• Lead all aspects of Division operations, including IT service desk performance, end-user support, desktop engineering, hardware deployment, asset tracking, and customer relation management.
• Supervise and develop division staff, ensuring alignment with departmental goals and adherence to County and HR policies.

Financial Oversight and Budget Management

• Prepare and manage the Division s annual budget, including forecasting for hardware replacement cycles, support contracts, and licensing needs,
• Monitor expenditures and ensure fiscal responsibility in line with County financial practices.

Procurement and Contract Administration

• Oversee procurement related to IT support services, hardware, software, and maintenance agreements.
• Develop RFPs, review vendor proposals, and ensure contracts support operational needs and comply with County and state procurement policies.

Technology Oversight and Strategic Alignment

• Direct implementation, maintenance, and upgrades of support-related technologies, including ITSM platforms, remote support tools, and knowledge management systems.
• Promote cross-agency technology consistency and ensure systems align with the County s enterprise architecture.

Stakeholder and Customer Service Engagement

• Ensure the Division delivers professional and responsive service to internal and external stakeholders.
• Ensure support practices align with enterprise architecture, cybersecurity standards, and operational requirements.

Policy Development and Compliance

• Develop and enforce policies and procedures for IT support services, device usage, provisioning, and asset lifecycle management

Innovation and Strategic Planning

• Identify and implement service improvements, emerging support models, and automation opportunities to enhance customer experience and operational efficiency.
• Collaborate with DIT leadership to align Division initiatives with long-term departmental goals.

Regional Collaboration and Emergency Readiness

• Represent the Division in regional technology service partnerships and mutual aid forums.
• Provide operational leadership and support continuity during emergency or disaster recovery events, ensuring reliable end-user technology services.

Salary commensurate with experience

Salary $107,918.34 - $205,044.85 Recruitment #26-00026

Visit our on-line employment center at for more information and to apply EOE.

Master s degree in computer science or related field; five (5) years of related work experience in operations management, network engineering, enterprise systems management, budgeting, automation, and administration including two (2) years of supervisory experience; or equivalent combination of education, experience, and certifications.

Position Requirements:

• Demonstrated leadership experience overseeing a division or functional area, including the development and implementation of operational and fiscal plans to meet strategic objectives.
• Proven ability to assist in the overall management of a department, including decision-making on personnel, budget, procurement, and high-level directives in the absence of DIT Leadership.
• Expertise in managing division-level budgets, including preparation, monitoring, and ensuring compliance with fiscal guidelines.
• Skilled in the development and execution of both short-term and long-term strategic plans that align with department goals and countywide initiatives.
• Experience managing programs at a senior level, including oversight of contracts and human resources functions.
• Strong ability to monitor and evaluate customer service feedback and implement service improvements based on performance analysis.
• Proven success in leading high-impact projects across diverse teams and stakeholders.
• Ability to lead and support regional initiatives, including multi-jurisdictional collaborations and mutual aid agreements.

Technical and Regulatory Expertise:

• Thorough knowledge of data management and information governance practices.
• Preferred certifications such as ITIL Foundation, Project Management Professional (PMP), FinOps, AWS Cloud Practitioner, Microsoft Azure Fundamentals, or Certified Associate in Project Management (CAPM).
• Experience using enterprise platforms such as Microsoft SharePoint, Microsoft Teams, and ServiceNow.
• Preferred background in local government or school systems.

Analytical and Interpersonal Skills:

• Strong analytical abilities with a demonstrated capacity to research, interpret legal and technical standards, and develop effective policy and operational solutions.
• Excellent verbal and written communication skills, including the ability to present complex information clearly to various audiences.
• Ability to multitask and manage competing priorities while maintaining attention to detail.
• Competence in preparing detailed reports, managing documentation, and organizing work efficiently.
• Strong interpersonal skills and the ability to establish and maintain effective working relationships with officials, colleagues, contractors, vendors, and the public.

The successful candidate will undergo an extensive background and credit check, Fingerprinting and DMV check.