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Service Support Manager

2 months ago

Suffolk, 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, ensuring that service levels are achieved, and providing high-value interactions to meet or exceed expectations.

Key Responsibilities
  • Manage the performance of Level 1 and Level 2 services & support to staff
  • Ensure that service levels are achieved and standards and processes are followed
  • 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 procurement requests for computing hardware, software, or mobile devices
  • Manage vendor relationships and perform purchase order review and approval/budgeting responsibility
  • Review survey feedback to improve services, tools, and support experience
  • Supervise department employees, including instructing, assigning, and reviewing work, maintaining standards, and acting on employee problems
Requirements
  • Bachelor's Degree in Information Technology or related field
  • 3-5 years of experience in IT service management (ITSM) / HelpDesk system and/or Call Center with a Tiered environment
  • 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
  • Knowledge of support service and IT support desk policies, regulations, and procedures
  • Skilled in the use of a variety of help desk software, computer-driven word processing, spreadsheets, and professional prepared programs
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply.