Senior Manager, IT Customer Support

DEPT OF REVENUE Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant‑led continuous improvement. All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results‑driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress.

Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.
Senior Manager, IT Customer Support

Job Location:

1600 W Monroe Street, Phoenix AZ 85007

Salary: $116,600

Grade: 30

Closing Date:
Open until filled

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.

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.

This position may be available for remote work within Arizona (# days per week in the office/hoteling).

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Supervisory

Carries out supervisory responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws.

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.

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 include 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 ADOR’s 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 &…