Senior Technical Support Manager

About This Role

Lead and manage IT customer support services for the Arizona Department of Revenue, overseeing service desk, desktop support, and client device management. Drive continuous improvement in ITSM processes and integrate services with security initiatives.

Responsibilities

• Lead and manage all aspects of customer-facing IT services for the Arizona Department of Revenue (ADOR)
• Oversee the IT Service Desk, desktop support operations, and client device management
• Drive continuous improvement and mature IT service management (ITSM) processes
• Ensure IT customer support services are highly efficient, reliable, and integrated with CISO's security initiatives
• Supervise a direct report who oversees a team of 7 to 8 IT Service Desk and System Administration individual contributors

Requirements

• 8+ years progressive IT experience
• 3+ years management experience in IT service desk/help desk for 1,000+ workforce
• Experience developing and managing ITIL-based ITSM processes (Incident, Request, Knowledge Management)
• Experience implementing a Virtual Desktop Environment
• Thorough working knowledge of infrastructure technologies and in-house developed applications
• Strong understanding of client operating systems (Windows, macOS), enterprise networking, security best practices
• Proficient in MS Office Applications (Word, Excel, PowerPoint) and Google Suite (Gmail, Sheets, Docs, Drive)
• Proficient in enterprise level ticketing systems (e.g., Service Now, Cherwell)
• Ability to clear a comprehensive background and clearance process

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or a related field (preferred), or equivalent combination of knowledge, skills, and abilities.
• Minimum eight (8) years of related progressive experience in Information technology, with at least three (3) years of management and supervision experience overseeing IT service desk, help desk, or technical support operations for an organizational workforce size of 1,000 +.

Nice to Have

• Bachelor’s Degree in Information Technology, Computer Science, or a related field
• Current ITIL Certification (e.g., ITIL 4 Foundation or higher)
• Previous experience leading leaders
• Prior experience working within a State or Local Government agency or other highly regulated environment
• Experience with a modern Enterprise Service Management (ESM) platform (e.g., ServiceNow, Cherwell)
• Experience with Continuous Improvement/Lean

Skills

* Required skills