DTI Customer Support Manager UN

Position Summary

The DTI Customer Service Manager (CSM) will oversee and manage the daily operations of Information Technology support and services provided by the IT Help Desk and APD Technical Services Unit (TSU) Help Desk. Manage and lead teams of technical experts; oversee the administration of a high-level customer experience for the general public and City departments. Develop and maintain a technical support program providing a professional level of client and customer relations services. Manage and mentor professional technical support teams through a customer focused programmatic lens. The position will manage performance and customer services, ensuring optimal service levels are achieved.

This is an unclassified at-will position.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Minimum Education, Experience And Additional Requirements

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Bachelor’s degree from an accredited college or university in computer science, management information systems, or business administration preferred; and

Three (3) years experience in application development and management, service desk operations, infrastructure management, IT service management, or IT project management preferred; and

To include three (3) years of supervisory experience preferred.

ADDITIONAL REQUIREMENTS:

Possession of a valid New Mexico Driver's license or ability to obtain by date of hire.

Possession of a City Operator's Permit (COP) within 6 months from date of hire.

Possession of Information Technology Infrastructure Library (ITIL) certification within six (6) months from date of hire.

May be required to work non-traditional hours, including on-call during holidays, evenings, weekends, and irregular flexible hours may be required at times with short notice.

Preferred Knowledge

• Operational characteristics of Service Desk operations
• Principles and practices of computer science and information systems
• Principles and practices of customer service
• Principles and practices of cybersecurity
• Methods and techniques of systems analysis
• Customer service and public relations techniques
• Telephone and in-person professional etiquette and procedures
• Pertinent Federal, State and local laws, codes and regulations
• Advanced office procedures, methods and computer/software/hardware equipment
• Proficient in English usage, spelling, grammar, and punctuation
• Operate, troubleshoot, repair various forms of communications equipment

Preferred Skills & Abilities

• Develop clear, thorough functional or technical requirement that drive effective solution development.
• Define and execute appropriate test scenarios to validate system solutions.
• Define complex problems, collect data, establish facts, draw valid conclusions and prepare appropriate reports
• Detect, isolate and resolve complex information system problems
• Analyze and assess the technological needs of multiple departments
• Manage customer relations and expectations
• Select, supervise, train and evaluate staff
• Effectively present information in response to inquiries from city management, regulatory agencies or the public.
• Strong analytical, technical solving and troubleshooting skills.
• Communicate clearly and concisely
• Supervise, organize, and review the work of lower-level staff
• Interpret and apply Federal, State, and local policies, laws and regulations
• Provide technical support to address vendor or client goals and needs
• Interpret and explain City policies and procedures.
• Establish and maintain effective working relationships with those contacted in the course of work
• Solve complex business problems and develop end-user and business-driven technology strategies and plans
• Work in a fast moving and an out of office hour support environment
• Perform the essential functions of the job with or without reasonable accommodation.