Customer Support Manager - INFORMATION TECHNOLOGY

Customer Support Manager - Information Technology

Responsible for providing day-to-day oversight for timely delivery of quality technical support service to clients from helpdesk and desktop support staff. This requires both knowledge of the software or hardware systems being supported, customer service skills, and effective personnel management skills.

This position is responsible for direct management of the helpdesk and desktop support groups. This position develops, implements, and oversees policies and procedures to ensure consistent service levels and quick resolutions. Responsible for staffing and capacity planning, performance analysis, and developing proactive resolution plans. Responsible for managing technical support standards, acting as a project manager, and providing IT consultation for department needs.

Technical Operations & Desktop Management

• Oversee installation, maintenance, and upgrades of desktop systems and peripherals.
• Lead resolution of complex technical issues, including desktop OS failures and hardware malfunctions.
• Coordinate with vendors and internal teams to ensure system stability and compliance.
• Coordinate and lead departmental meetings to review project progress and align on next steps.
• Coordinate IT support operations for elections in collaboration with the Election Commissioner.

Helpdesk Oversight & Service Delivery

Team Leadership & Communication

Minimum Qualifications : Associate's degree in Information Technology or a related field. Education may be substituted with experience, with one year of experience for one year of education. Two (2) years of IT supervisory experience within the last five years and four (4) years of experience in Information Technology or a related field, with progressive responsibilities in the areas of project management, system deployments and technical implementations. If no degree is present, a total of six (6) years of experience is required. Per Sedgwick County policy, this is a driving level position that requires a valid US driver's license without restrictions and current proof of automobile insurance.

Preferred Qualifications : Three (3) years of progressively responsible experience in supervision directly related to IT support in an IT environment within the last five years. Bachelor's degree in electrical engineering, computer science, telecommunications management or a related field.