Onsite Senior IT Customer Support Manager (Phoenix AZ)

Phoenix, AZ, US • Posted 14 hours ago • Updated 1 hour ago

Contract W2

Contract Corp To Corp

On-site

Fitment

Dice Job Match Score™

🔗 Matching skills to job...

Job Details

Skills

IT Manager

Summary

Position Summary:

The Senior Manager, IT Customer Support leads and manages all aspects of customer-facing IT services for the Client 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.

Essential Functions:	% of Time	Essential/ Non-essential
Supervisory Carries out supervisory responsibilities in accordance with core values, agency policies, applicable standard work, and applicable laws. Responsibilities include: Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts Communicating and enforcing agency policies and programs Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate Fosters a culture of customer service excellence, accountability, and continuous learning	15%	E 1, 2, 3, 4, 5
Talent Management In collaboration with the Assistant Director/Chief Information Officer and Talent, develops and executes a plan for retaining and developing talent to meet current and future business objectives to include: Engaging in performance management calibration and talent review evaluations Collaborating with direct reports on their professional development and growth Inspiring staff to continue to build their skill and craft while keeping ahead of the curve for the future challenges Training, mentoring, and coaching employees Assisting with developing leadership succession plans for the department	10%	E 1, 2, 3, 5
Strategic Alignment & Operational Management In collaboration with the Assistant Director/Chief Information Officer, sets and implements the ADOR IT Customer Service strategic direction ensuring alignment with the agency's overall IT and business strategies Serves as the escalation point and primary interface between executive business leadership and IT operations for major service interruptions or chronic issues Manages the annual budget for the IT Customer Support division, ensuring efficient allocation of resources and maximizing return on technology investments to including managing vendor relationships, and negotiating service contracts for technology and support tools Provides technical leadership for the desktop support team on complex issues Oversees desktop infrastructure like hardware, software, and security Ensures effective end-user communication for all scheduled IT changes, maintenance, and major service updates; and that resolution of end-user issues is timely, effective, and empathetic Establishes, monitors, and reports on key performance indicators (KPIs) and service level agreements (SLAs) for service desk, desktop support, and client services Drives the maturity of IT Service Management (ITSM) processes, particularly Incident Management, Request Fulfillment, Knowledge Management, Automation, and utilization of modern frameworks that adapt to the changes on the horizon as pertains to tax accounting system modernization (STARS) program Oversees the life cycle management of all end-user devices (desktops, laptops, mobile devices) and software distribution, ensuring security and compliance with state standards Maintains an accurate inventory of hardware and software assets and ensure compliance with licensing agreements Drives process improvement & technology evolution to include: Identifying, recommending, and leading implementation of new tools and technologies (e.g., advanced ticketing systems, remote support tools) to enhance service delivery efficiency Analyzing Service Desk data and trends to proactively identify systemic issues, training gaps, and opportunities for long-term reduction in support volume	35%	E 1, 2, 3, 4, 5
Security Focus and CISO Partnership Serves as the CISO's front-line partner for endpoint security, ensuring immediate communication and coordinated response to security incidents originating at the endpoint. Leads end-user security awareness and compliance by working with the CISO team to implement and enforce security policies (e.g., Multi-Factor Authentication (MFA), least-privilege access, acceptable use). Manages and optimizes security-critical tools utilized by the support team, including Endpoint Detection and Response (EDR) systems, identity and access management (IAM) platforms, and enterprise encryption software. Establishes and continually refines the Security Incident Triage Process within the Service Desk, ensuring all support staff are trained to recognize, prioritize, and escalate potential security threats immediately to the CISO's Security Operations Center (SOC). Ensures all desktop and client deployment images and processes adhere strictly to the agency's security baselines and configuration hardening standards	10%	E 1, 2, 3, 5
Agency/Department Compliance & Continuous Improvement Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities. Actively contributes to team and individual effectiveness through the following: - Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated Completes all required training in a timely manner. Participates in assigned work teams as appropriate. May complete periodic metrics, projects, huddle boards and reports as requested. Prepares for and actively participates in 1:1 coaching with supervisor Develops and implements IT policies Contributes to the development and testing of Disaster Recovery (DR) and Business Continuity (BC) plans for all IT customer-facing services (e.g., Service Desk, desktop operations) to ensure service resiliency Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.	20%	E 3, 5
Projects Engagement Engages as project leader, project business lead, and SMEs as applicable to ensure the successful execution of all mandated and non mandated projects.	5%	E 2, 5
Other duties as assigned	5%	NE

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)

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10212948
Position Id: 2026-3816
Posted 14 hours ago

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Onsite Senior IT Customer Support Manager (Phoenix AZ)

Dice Job Match Score™

Job Details

Skills

Summary

Similar Jobs