IT Customer Service Manager

The purpose of this position is to oversee and manage the Information Technology Group Customer Service Division for the Clerk of the Superior Court. This position will be responsible for the developing, managing, and maintaining excellent customer service by ensuring the beginning to end ownership for customer inquiries and requests. The position will create uniformity and accountability for ITG customer service areas that encompass the help desk, quality assurance and project management functions, in addition to managing multiple projects and overseeing day to day operations.

Position Qualifications:

Minimum education and/or experience:

Bachelor’s degree in Computer Science or related field and eight (8) years’ professional experience planning and coordinating system activities in the information technology field which includes three (3) years of management or supervisory experience. An equivalent combination of post-secondary education and/or job related experience may substitute for the education requirement on a year for year basis

Specialized training, certifications, and/or other special requirements:

Must currently possess, or have the ability to obtain by the time of hire, a valid Arizona driver’s license

Knowledge, skills, and abilities:

Knowledge of project management, quality assurance, systems design and development processes, including requirements analysis, feasibility studies, software design, programming, pilot testing, installation, evaluation, and operational management. Skilled in leadership and team building to guide the work of personnel. Knowledge of current Microsoft operating systems, desktop/laptop hardware and peripherals. Knowledge of typical customer service operations, tools, and reporting. Knowledge of quantitative and statistical analysis, metrics gathering, and presentation. Skilled in developing policy and writing procedure. Skilled in organizational, communication, and interpersonal skills in dealing with internal and external customers and vendors. Skilled in monitoring/assessing the performance of self, other individuals, or organizations to make improvements or take corrective action and in managing projects simultaneously while maintaining a satisfactory work product. Ability to motivate and educate other team members. Ability to work independently, while effectively managing time within a dynamic technical environment. Ability to comprehend complex, technical subjects and translate to lay audiences. Ability to speak clearly, concisely and in an organized manner, which includes using the proper pace, volume and grammar. Ability to listen effectively, which includes assessing others’ understanding of the communication and modifying one’s communication style to fit the audience or situation. Ability to engage others in a constructive two-way conversation, to demonstrate patience, tact, courtesy, empathy and tolerance; to establish and maintain effective work relationships, to calm distraught people or de-escalate conflict, to demonstrate tolerance of different people, backgrounds, and ideas. Ability to identify potential service level problems and perform root cause analysis. Ability to set and manage priorities. Ability to understand the needs, requirements and constraints of customers. Ability to conform to performance standards.

Preferred education and/or experience:

Master’s degree in Computer Science or related field.

Working conditions:

Mostly office setting in high volume, fast-paced environment with frequent stressful situations. Requires long periods of sitting while completing computer activities. Ability to lift boxes up to 20 pounds and carry, push or pull a distance of 50 feet. May require travel to and from job related locations during the course of a scheduled workday, subject to County policies regarding use of County vehicles and/or private vehicles used on County business.

Essential Job Tasks:

Provides direct management to the ITG customer service areas (help desk, quality assurance, and project management staff). Responsible for development of ITG customer service area staff including hiring, training and performance management. Manages and leads the ITG customer service areas to deliver timely and effective customer service for technology related questions, requests and resolutions. Fulfills departmental requirements by providing work coverage and administrative notification during periods of personnel absence. Collaborates with Clerk of Court management teams, and other applicable stakeholders to plan and implement policy and procedures with respect to projects, services, controls, compliance and continuous improvements. Develops, publishes, and implements methods, policies, and procedures to manage the ITG customer service areas. Participates in strategic planning activities as directed by the ITG Division Manager and/or other Executive Team Members. Establishes procedures to maintain customer service dashboards, operational statistics, and performance metrics. Manages and ensures customer service ownership of support requests from all customer departments relating to Enterprise/Line-of-Business systems. Provides customers with a single point of contact for incidents, problems, questions, and for the processing of customer change requests. Establishes procedures and responds to service requests in a timely, professional manner and reports status to customers and managers. Analyzes service request and incident trends to develop improvement actions plans and recommendations to address the underlying causes of common incidents or service disruptions. Manages all aspects of technology projects including the overall planning, budgeting, management, and direction within the work unit for multiple information systems/technology project teams. Ensures all phases of projects are completed on time, within budget, and adhere to established quality standards and customer expectations. Owns and evolves the project management methodology including project prioritization and other project portfolio management tools. Implements and maintains a Project Management Office/Project Portfolio Management tool suite. Develops tools, processes, and best practices in the project disciplines. Trains, supervises, and assigns work for employees and multiple outside contractors that perform work associated with projects. Leads and contributes to the establishment of project guidelines, procedures, standards, and monitoring. Contributes to the training and development of personnel in direct support of IT service delivery. Manages all aspects of project quality assurance ensuring standards, policies, practices and processes are followed. Leads a team in the creation of test plans, development and execution of test cases, bug tracking, issue resolution, and requirements validation for multiple development and operational projects. Owns and evolves the quality assurance practice including customer needs analysis, product improvement, problem solving and process improvement. Inquires with departments/divisions about strength of service, performance of help desk, or other problems that can be addressed related to ITG. Ensures all customer service operations and communications are handled with consistency and driven to closure with the highest quality to key performance measures with respect to customer satisfaction.

Selection Procedure:

The Maricopa County Human Resources Department reserves the right to admit to the selection process only those candidates considered to be the most highly qualified. Those selected will be assessed based on evaluation of listed education and experience. The hiring authority will interview and select the successful candidate from a list provided by Human Resources.

All offers of employment made to new hires and rehires at Maricopa County are contingent upon successful completion of a post-offer, pre-employment thorough background investigation. A background investigation is conducted on a current employee who changes to a Safety Sensitive Position or one having the potential for serious adverse impact on the integrity or efficiency of the County. These requirements do not pertain to employees of elected officials who undergo background investigation processes administered through their respective offices.

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