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 ServiceNow, Zendesk, Cherwell, or SolarWinds Web Help Desk
  
  

Preferred Skills

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

Position Summary

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.

Supervision

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

Requirements

Education and Experience

• 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
  
  

Licenses and Certifications

• None required
  
  

Knowledge and Understanding

• 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
  
  

Skills

• 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
  
  

Abilities

• 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
  
  

Additional Job Demands

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

Selective Preferences

• 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 ServiceNow or Cherwell
• Experience with Continuous Improvement or Lean methodologies
  
  

AB2

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