Senior Manager, IT Customer Support

Hybrid 2-3 Days a days onsite/Local to Metro Phoenix Contract to Hire Required (Must Have) Required Skills

• Minimum of 8 years of progressive experience in Information Technology
• At least 3 years of management and supervisory experience overseeing IT service desk, help desk, or technical support operations for an organization with 1,000+ users
• Experience developing and managing ITIL-based ITSM processes, including Incident, Request, and Knowledge Management
• Proficient with enterprise-level ticketing systems such as Service Now, Zendesk, Cherwell, or Solar Winds Web Help Desk

• Proven ability to build, motivate, engage, develop, and retain a high-performing team

The Senior Manager, IT Customer Support leads all customer-facing IT services for the company. This role oversees the IT Service Desk, desktop support operations, and client device management across the agency. The position is responsible for continuous improvement of IT service delivery, maturing IT Service Management (ITSM) processes, and ensuring IT customer support services are efficient, reliable, and closely aligned with the CISO’s security initiatives to protect taxpayer data and agency assets.

• One direct supervisory report
• Indirect oversight of a team of 7 to 8 individual contributors in IT Service Desk and System Administration roles

• Combination of education and experience meeting required KSAs
• Minimum of 8 years of progressive IT experience
• Minimum of 3 years managing IT service desk, help desk, or technical support teams for organizations with 1,000+ users
• Experience developing and managing ITIL-based ITSM processes
• Experience implementing a Virtual Desktop Environment

• None required

• Strong understanding of management, leadership, and IT customer support operations
• Broad knowledge of infrastructure technologies and enterprise applications
• Strong understanding of organizational policies, tools, and interdependencies
• Knowledge of Windows, macOS, enterprise networking, security practices, and remote support technologies
• Understanding of Virtual Desktop technologies

• Strong verbal, written, and interpersonal communication skills
• Excellent organizational and time management skills
• Ability to manage multiple priorities in high-pressure environments
• Project management skills, including leading teams without direct authority
• Proficiency with Microsoft Office, Google Workspace, and enterprise ticketing systems

• Ability to pass Arizona tax compliance and FBI fingerprint background checks
• Ability to contribute to strategic planning, budgeting, and executive reporting
• Ability to work independently and collaboratively
• Ability to handle confidential information appropriately
  
  Ability to build, motivate, and retain high-performing teams
• Strong analytical and problem-solving skills

• Ability to lift up to 20 pounds occasionally
• Office-based work environment with minimal exposure to adverse conditions

• Bachelor’s degree in IT, Computer Science, or related field
• ITIL certification (ITIL 4 Foundation or higher)
• Experience leading leaders
• Experience in state or local government or regulated environments
• Experience with Enterprise Service Management platforms such as Service Now or Cherwell
• Experience with Continuous Improvement or Lean methodologies

AB2

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