Senior Manager, IT Customer Support

Position is hybrid with at least three days in office a week

The managers/team is looking for a candidate who can oversee a team size of 7 to 8 individual contributors in IT Service Desk and System Administration roles as well as understand and have knowledge of the software and networks that the team is using.

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.

Supervision:
This position has one supervisory direct report who oversees a team size of 7 to 8 individual contributors in IT Service Desk and System Administration roles.

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

Licenses & Certifications
None

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