Service Support Manager

12 hours ago


Charleston, West Virginia, United States City of Suffolk Full time
Job Summary

We are seeking a highly skilled Service Support Manager to join our team at the City of Suffolk. As a key member of our IT department, you will be responsible for overseeing the performance of our Service Support section and ensuring that service levels are achieved.

Key Responsibilities
  • Manage the performance of Level 1 and Level 2 services & support to staff
  • Ensure that service levels are achieved and maintained
  • Oversee the development, implementation, and maintenance of appropriate documentation and support programs for end-users
  • Develop and maintain knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end-users
  • Perform administrative responsibilities for IT, including ensuring customer procurement requests for computing hardware, software, or mobile devices are handled efficiently and within SLA's
  • Manage the process for the communication of outage/emergency activities to the organization
  • Manage vendor relationships as it depends on daily operational needs
  • Reviews survey feedback to improve services, tools and support experience
  • Supervises department employees, which involves instructing, assigning and reviewing work, maintaining standards, acting on employee problems, selecting new employees, appraising employee performance, recommending promotions, discipline, termination and salary increases
Requirements
  • Bachelor's Degree in Information Technology or related field
  • 3 to 5 years of experience in GIS, Engineering Services, Enterprise Programs, IT service management (ITSM) / HelpDesk system and /or Call Center with a Tiered environment
  • At least three years of experience managing, mentoring and supervising technical support teams in a public or private environment
  • Demonstrated excellent written and verbal communication skills
Preferred Qualifications
  • Knowledge of the methods, policies, and procedures of a City Department as they pertain to the performance of duties of the Service Support Manager
  • Knowledge of the policies and procedures, organization and function of the department
  • Knowledge of support service and IT support desk policies, regulations, and procedures
  • Knowledge of the principles of supervision, organization, and administration

Please note that the City of Suffolk is an equal opportunity employer and welcomes applications from diverse candidates.


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