Technology Customer Support Manager Starting Salary: 58 ($61,854/year)
Individuals hired in this position have the opportunity to progress up to $92,780/year, which is the maximum salary for this position as of December 2018.
Under the general direction of the Technology Division Manager, ensures that the City of St. George employee’s experience with computers, networks, and information systems are well-supported, efficient, functional, technically sound, and up-to-date.
This position will utilize technology to help the city fulfill its mission:
We provide services that focus on people and advance a thriving community
Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)
1. Uses industry-standards and innovative approaches to provide a world-class customer experience strategy to the employees of the City of St. George.
2. Designs, implements, measures, and manages processes to streamline the customer support experience.
3. Works with city departments to conduct technology systems analysis and needs assessments.
4. Assists with installing, troubleshooting, and evaluating a variety of stand-alone and systems equipment.
5. Identifies training needs for city employees and works with the technology staff to advance the technology training service. May provide training for technology used by the city.
6. Conducts customer service assessments, quantifies results, and implements improvement strategies.
7. Leads a team of support technicians tasked with providing city-wide technical assistance related to computer hardware, software, user accounts, and other peripherals, such as printers.
8. Hires, mentors, evaluates, and disciplines support technicians.
9. Assigns ownership for incidents and problems to other division employees and ensures completion.
10. Acts as project manager for technology projects. Plans, directs, coordinates, and reviews the work plan and service requests for the technology services division.
11. Coordinates cross-training opportunities between support technicians and other technology employees.
12. Identifies, recommends, implements, and maintains support automation opportunities.
13. Monitors equipment enhancements and computer industry advancements to determine need and feasibility of technology upgrades and innovation.
14. Maintains an accurate hardware and software inventory. Recommends equipment, software programs, and materials to city departments. Evaluates and negotiates bids and contracts with vendors.
15. Provides input into budget process for technology. Manages funds allocated to technology projects.
16. Suggests technology projects and recommends priorities.
17. Works with the city’s purchasing department to procure technology products within city policies.
18. Maintains and contributes to a technology knowledge base.
19. Represents the City on boards and committees to develop and maintain computer links between the City, colleges, state agencies, and the community.
20. Performs other related duties as required.
Typical Physical/Mental Demands/Working Conditions
Comfortable working conditions. Intermittent sitting, standing, and walking. Uncomfortable conditions may include stooping, crouching, bending, climbing, etc. Ability to lift or move medium to heavy weights up to 50 pounds. Exposure to stress as a result of human behavior and irregular working hours required to get equipment or programs set up or repaired under department time constraints.
Education: Bachelor’s degree in computer science, Management Information Systems (MIS), mathematics, business management, or related fields.
Experience: Minimum of four (4) years full time experience in computers and information systems and two (2) years in a supervisory role. Education and experience may be substituted on a year-for-year basis. Preference given for systems analysis, IT Service Management frameworks or practices (such as ITIL), and project management experience.
Licenses and/or certifications: Possess a valid driver license. A valid Utah Driver License must be obtained within 60 days of hire and be maintained throughout employment.
Knowledge, Skills, and Abilities
• Computer information systems analysis and design principles and techniques.
• Recent innovations in information technology systems.
• Basic strategic planning and budgeting principles and practices.
• Project management practices.
• Fundamentals of workstation, mobile device, software, and peripheral troubleshooting.
• Telecommunication technologies.
• Communicate well with non-technical employees and citizens.
• Analyze technology needed to meet the immediate and long-range needs of the City.
• Design, set up, deploy, troubleshoot, and decommission new and existing technology.
• Troubleshoot hardware/software to determine problems and suggest solutions or alternatives.
• Establish and maintain effective working relations with elected officials, department heads, division managers, coworkers, subordinates, the public, vendors, and employees of other jurisdictions.
• Adapt and encourage technological change and innovation.
• Remain productive with minimal supervision.
• Respond to requests for information in a timely manner.
• Prioritize responsibilities.
Submit a completed City of St. George Employment Application online at careers.sgcity.org. Applications are reviewed on an ongoing basis. This Position closes 10/15/2019 05:00 PM. Refer questions to Human Resources at 435-627-4670. Pre-employment drug screening and criminal background screen are required. EOE. We make reasonable efforts to provide reasonable accommodation to disabled candidates.