IT Technical Support Manager - Multiple Positions

Posting Date
03/25/24

Application Deadline
Open Until Filled

Pay Range
Min - 1st Quartile - Mid - Max
$90,500.00 - $102,625.00 - $114,750.00 - $139,000.00

The expected ENTRY pay range for this position based on experience and equity within the Judicial Branch is $90,500.00 to $102,625.00.

This position is exempt under the FLSA

What We Offer

We offer generous paid time off, paid sick leave, and 10 paid holidays! We have affordable medical, dental, and vision insurance, and our employees are entitled to coverage by one of several State-sponsored retirement pension plans, our employee assistance program, and wellness incentives. Additionally, our employees have the option of life insurance, disability, a group legal plan, and pet insurance. Click here to learn more!

Job Type
Unclassified - Judicial

Department

About the Position

This posting will be used to hire both the IT Support Manager and the IT Service Delivery Manager.

The IT Support Manager provides management and oversight in the Court Technology Services (CTS) department. This position p rovides leadership and manages the team(s) responsible for developing and implementing services and protocols that impact the daily operational activities of IT Support including various service and support functions such as technology support technicians, service desk, and courtroom support services.

The IT Service Delivery Manager is responsible for developing and conveying the service vision for the organization as well as delivering and sustaining the end-to-end customer experience. This role is charged with conceiving, defining, delivering, monitoring, refining, and retiring of digital services to maximize business results. These responsibilities include overseeing various service and support functions that work directly with business stakeholders in understanding IT systems and ensuring a positive end-user experience. The IT Service Delivery Manager works with a wide range of teams, from business leaders to delivery teams, to drive service success, maintain service standards, and manage Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) execution.

A REVIEW OF APPLICATIONS WILL BE ON MONDAY, APRIL 1ST, 2024 AT 8AM. ANY APPLICATIONS REVIEWED AFTER THAT DATE WILL ONLY BE REVIEWED IF ADDITIONAL APPLICATIONS ARE NEEDED.

About The Superior Court

The Superior Court of the Judicial Branch of Arizona in Maricopa County is dedicated to providing a safe, fair and impartial forum for resolving disputes, enhancing access to our services, and providing innovative, evidenced-based practices that improve the safety of our community and ensure the public's trust and confidence in the Judicial Branch. The Superior Court in Maricopa County, one of the largest, most innovative and progressive trial courts in the nation, seeks innovative individuals to join our team who will embrace our vision of excellence and the principles inherent in the Rule of Law...every person, every day, every time . We fulfill these principles through a culture that values fairness, respect, integrity, innovation, and safety.

Position Qualifications

We recognize your time is valuable, so please apply if you meet the following required qualifications :

Education:

• Bachelor's degree in Computer Science, Information Systems, or a technology-related field

Experience:

• Four (4) years of experience in IT incident & change management, managing & monitoring service level agreements with business customers, providing IT services to business customers, or infrastructure, courtroom, network, desktop, Service Desk or security operations support, to include:
• Two (2) years of supervisory or management experience

OR

Combined education and experience qualifications:

• Other combinations of education and experience may be considered in substitution for the minimum qualifications on a year-for-year basis
• Supervisory experience may not be substituted

Other Requirements:

• Must possess, or have the ability to obtain by the time of hire, a valid Arizona driver's license.

Knowledge, skills, and abilities

Knowledge of:

• IT Service Management (ITSM) frameworks
• IT Infrastructure Library (ITIL) strategy formulation and service architecture
• Development, implementation, coordination, review, evaluation, and improvement of business procedures and policies, as well as organizational activities and initiatives.
• Planning organizational activities by establishing tasks, objectives, and priorities.
• Commonly used concepts, practices, and procedures within the IT environment.
• Operational and procedural aspects required to support a mission-critical enterprise.
• Extensive technical breadth.
• The court process and legal terminology.
• Infrastructure, network, desktop support, Service Desk and security operations

Skill in:

• Monitoring and controlling project progress, objectives, and costs against the established schedule and budget.
• Building relationships with both internal and external partners.
• Liaising with employees, external companies, partners, and other third parties, representing the Judicial Branch.
• Customer service and escalations, including conflict resolution
• Overseeing the maintenance of equipment.

Ability to:

• Provide senior management oversight for multiple projects.
• Communicate effectively and translate technical terms into business terms.
• Be a customer advocate keeping customer needs always at the forefront.
• Establish and maintain relationships with individuals at all levels of the organization, including the executive level.
• Set and manage priorities.

Essential Job Tasks

(This is not an all-inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned.)

• Leads a team responsible for day-to-day IT service operations, supporting the IT service catalog.
• Oversees, trains, and evaluates IT service delivery and support staff, ensuring maximum utilization of their experience and skills.
• Trains and provides regular feedback on technical and customer service issues.
• Promotes and champions the benefits of Incident, Problem, Change, Request, Knowledge Management, Configuration Management Database (CMDB), and other IT Service Management processes.
• Establishes and implements IT policies regarding operational procedures, ensuring compliance and standards.
• Maintains quality services by enforcing organization standards and ensuring adherence to legal and operational compliance requirements.
• Plans, schedules, and directs project guidelines and goals while ensuring timelines are met.
• Directs research in emerging technology aligned with organizational goals and strategies.
• Verifies application results through system audits and troubleshoots and resolves user issues promptly.
• Challenges and inspires employees to achieve expected results.
• Establishes performance standards, procedures, and efficient work methods within the IT services and support team.
• Sets performance goals for staff and provides instruction on technical issues, maintaining training materials.
• Monitors processes, measures, and KPIs to track and manage IT performance.
• Diagnoses, evaluates, and resolves complex problems, communicating resolutions effectively and instructing others on implementation.
• Provides timely and effective services, including responding to and curating service tickets.
• Manages supervisors in recognizing, identifying, isolating, and resolving problems with information system products and services.
• Develops and implements customer service strategies and technologies.
• Advises departmental management on organizational and workflow-related issues to improve efficiency and utilization.
• Oversees the purchase, installation, and configuration of equipment.
• Participates in strategic planning and goal setting with leadership.
• Manages and develops staff; hires, trains, and conducts performance management.

Working Conditions

While performing the duties of this job, the employee is regularly required to speak clearly and hear; see details of objects that are less than a few feet away; sit for long periods; stand, walk, use hands to finger, handle, or feel; reach with hands and arms; and occasionally push, pull or lift up to 20 pounds.

#Dice

Additional Information

Judicial Branch Human Resources reserves the right to move forward candidates based on the information provided directly on the application. The hiring authority will select the successful candidate based on departmental needs.

Typically, successful candidates are hired at a salary rate up to the midpoint of the range, based on applicable experience, internal equity, and budgetary allowances.

All Judicial Branch offers of employment and continued employment are contingent upon passing a thorough background and/or fingerprint check. Applicants must completely and fully answer any questions regarding felony and misdemeanor convictions including any convictions that have been expunged or set aside. Failure to include criminal history information is grounds for termination of an offer and employment. A conviction may not automatically disqualify an applicant.

Judicial Branch facilities are located throughout Maricopa County. This position may be reassigned to other locations. Assignments will be made based upon the needs of the department.

The Judicial Branch in Maricopa County is an EEO/ADA Reasonable Accommodation Employer.

Apply Now!