Technical Support Senior Manager, IT Customer Support

Senior Manager IT Customer Support

Location: Hybrid (Minimum 3 days/week onsite)
Agency: Arizona Department of Revenue (ADOR)
Reports To: Director-level Leadership
Supervises: 1 Supervisor Team of 7 8 IT Service Desk & System Administration staff

The Senior Manager IT Customer Support is responsible for leading all customer-facing IT service operations for the Arizona Department of Revenue. This role oversees the IT Service Desk desktop support functions and enterprise client device management. The Manager will drive continuous improvement in IT service delivery mature ADORs IT Service Management (ITSM) processes and strengthen the integration of IT customer support with the CISOs security initiatives to protect sensitive taxpayer information.

This leadership position requires strong technical acumen hands on operational experience and proven ability to build and develop high-performing IT support teams.

• Lead and mentor a team consisting of 1 supervisor and 7 8 IT Service Desk and System Administration professionals.
• Build motivate and retain a high-performing customer support organization.
• Provide strategic direction for IT customer support operations aligned with ADOR goals.

• Oversee the IT Service Desk desktop support and client device lifecycle management.
• Develop and manage ITIL-aligned ITSM processes including Incident Request and Knowledge Management.
• Ensure efficient reliable and consistent IT customer support across the agency.
• Drive improvements in service quality responsiveness and customer satisfaction.

• Maintain working knowledge of agency software networks infrastructure technologies and custom applications.
• Partner closely with the CISO team to align service operations with cybersecurity requirements.
• Support and enhance Virtual Desktop Environment (VDE) implementations.

• Contribute to IT strategic planning budgeting and performance reporting.
• Manage multiple concurrent initiatives in a high pressure environment.
• Maintain appropriate confidentiality of sensitive information.

• Bachelors degree or equivalent combination of education training and experience.
• 8 years of progressive experience in Information Technology.
• 3 years of supervisory/management experience supporting an organization of 1000 employees.
• Experience developing and managing ITIL-based ITSM processes.
• Experience implementing or supporting a Virtual Desktop Environment.
• Proficiency with enterprise ticketing systems (e.g. ServiceNow Cherwell SolarWinds WHD).
• Strong technical knowledge of Windows/macOS networking security best practices and remote support tools.

• Broad understanding of IT leadership management and customer support strategy.
• Knowledge of enterprise infrastructure in-house applications and organizational methodologies.
• Understanding of internal/external functional relationships within a government or large enterprise environment.

• Excellent verbal written and interpersonal communication.
• Strong organizational and time management abilities.
• Effective project management and cross-functional leadership skills.
• High proficiency with MS Office Google Workspace Windows OS and enterprise ticketing tools.

• Ability to pass background checks including Arizona tax compliance verification and FBI fingerprint clearance.
• Ability to work autonomously while collaborating effectively across teams.
• Ability to lead problem analysis evaluate solutions and implement improvements.
• Commitment to ADORs values: Do the Right Thing Commit to Excellence Care About One Another.

• Bachelors degree in IT Computer Science or related field.
• ITIL 4 Foundation or higher certification.
• Experience leading supervisors or managers (leading leaders).
• Prior experience in State or Local Government or highly regulated environments.
• Experience with modern Enterprise Service Management (ESM) platforms.
• Experience with Continuous Improvement or Lean methodologies.

• Ability to exert up to 20 lbs occasionally and up to 10 lbs frequently.
• Work is primarily performed in a typical office or administrative environment.