IT Customer Support Manager
Naperville, IL Naperville, IL Full-time Full-time $80,430 - $105,823 a year $80,430 - $105,823 a year 16 hours ago 16 hours ago 16 hours ago The City of Naperville is looking for a Customer Support Manager to manage the people, processes, and tools of the IT Customer Support Team.
The IT Customer Support Team provides various IT services to City of Naperville staff, along with managing IT assets.
Duties Build and develop a team of customer support technicians that provide high quality services and assets with great customer experience.
Create and manage personal development programs for team members that includes coaching, formal training, and mentoring/development programs.
Manage assignment of workload equitably across team members and across domains such as trouble shooting, deployment, and development of tools and processes Negotiate and realize matrix management relationships across teams and domains within the IT department.
Organize monitoring, reporting, and analyzing of key performance metrics for the team.
Manage help desk infrastructure to facilitate responses to requests from city departments for technology support and assistance.
Coordinate support resources and staff.
Supervise Support Team staff, recommend candidates for hire, provide staff training, counsel employees on how to correct performance deficiencies and administer disciplinary measures as appropriate.
Manage the acquisition, installation and maintenance of all personal computers and related software.
Procure relevant PC and device technology hardware and software for City departments.
Maintain asset inventory records.
Manage software license compliance and contracts.
Administer end-user computing environment in conjunction with the Network Administration Team to ensure a secure and efficient end-user experience.
Assist members of the IT team in preparing the department's budget.
Administer cell phone and data card policy City-wide with the support of other IT and City team members.
Monitor system problems including assisting users with operational problems, performing general maintenance of systems, and coordinating maintenance with outside vendors.
Assess and coordinate relevant training needs to ensure that user departments realize the benefits of deployed technology.
Analyze individual department requests for computer hardware and software to assess user needs, recommend appropriate solutions and ensure compatibility with other systems in the city.
Maintain and support department specific applications, databases, and remote access.
Monitor trends in the computer industry to inform technology planning and deployments.
Research and advise on deployments of new or enhanced hardware and software technology.
Qualifications Required:
High school diploma (or equivalent) plus additional broad specialized and formal training equivalent to two years of college, technical, or business school required.
Five to seven years' experience in desktop/end-user computing technology and end-user support.
At least two years of experience leading teams and managing people.
Valid Illinois Class D Driver's License.
Preferred:
Bachelor's degree in computer science or similar major.
Additional Information The City of Naperville, Illinois is a dynamic community of 149,000 residents, conveniently located 28 miles west of Chicago.
Various publications have named Naperville as one of the best cities in the United States in which to live.
The City has gained national recognition for our family-friendly environment, excellent schools and library system, low crime rate, and vibrant downtown area.
It's also a great place to work! Our municipal government employs over 900 dedicated individuals in a wide range of job categories and provides a collaborative working environment, a forward-looking leadership team, and a competitive benefits package.
Applications should be completed thoroughly, and resumes will not be accepted in lieu of an application but should be attached to the application.
Include all requested education, experience, attachments, and other information when applying.
Incomplete applications are subject to rejection.
Notifications to applicants will be sent electronically to the email address provided in the application.
THE CITY OF NAPERVILLE IS AN E.
O.
E.
The City of Naperville complies with the Americans with Disabilities Act (ADA).
Individuals needing accommodations in the recruitment process should notify Human Resources in advance at (630) 305-7066.
The City of Naperville offers a comprehensive benefits package that includes, but is not limited to:
Medical, Dental, Vision, and Life Insurance IMRF (Illinois Municipal Retirement Fund) or Fire/Police Pension Programs Deferred Compensation Investment Plans Flexible Spending Accounts Employee Assistance Program Additional Voluntary Benefits Paid Time Off and Holidays Sick Time Maternity and New Parent Leave Service and Recognition Awards.
Estimated Salary: $20 to $28 per hour based on qualifications.
The IT Customer Support Team provides various IT services to City of Naperville staff, along with managing IT assets.
Duties Build and develop a team of customer support technicians that provide high quality services and assets with great customer experience.
Create and manage personal development programs for team members that includes coaching, formal training, and mentoring/development programs.
Manage assignment of workload equitably across team members and across domains such as trouble shooting, deployment, and development of tools and processes Negotiate and realize matrix management relationships across teams and domains within the IT department.
Organize monitoring, reporting, and analyzing of key performance metrics for the team.
Manage help desk infrastructure to facilitate responses to requests from city departments for technology support and assistance.
Coordinate support resources and staff.
Supervise Support Team staff, recommend candidates for hire, provide staff training, counsel employees on how to correct performance deficiencies and administer disciplinary measures as appropriate.
Manage the acquisition, installation and maintenance of all personal computers and related software.
Procure relevant PC and device technology hardware and software for City departments.
Maintain asset inventory records.
Manage software license compliance and contracts.
Administer end-user computing environment in conjunction with the Network Administration Team to ensure a secure and efficient end-user experience.
Assist members of the IT team in preparing the department's budget.
Administer cell phone and data card policy City-wide with the support of other IT and City team members.
Monitor system problems including assisting users with operational problems, performing general maintenance of systems, and coordinating maintenance with outside vendors.
Assess and coordinate relevant training needs to ensure that user departments realize the benefits of deployed technology.
Analyze individual department requests for computer hardware and software to assess user needs, recommend appropriate solutions and ensure compatibility with other systems in the city.
Maintain and support department specific applications, databases, and remote access.
Monitor trends in the computer industry to inform technology planning and deployments.
Research and advise on deployments of new or enhanced hardware and software technology.
Qualifications Required:
High school diploma (or equivalent) plus additional broad specialized and formal training equivalent to two years of college, technical, or business school required.
Five to seven years' experience in desktop/end-user computing technology and end-user support.
At least two years of experience leading teams and managing people.
Valid Illinois Class D Driver's License.
Preferred:
Bachelor's degree in computer science or similar major.
Additional Information The City of Naperville, Illinois is a dynamic community of 149,000 residents, conveniently located 28 miles west of Chicago.
Various publications have named Naperville as one of the best cities in the United States in which to live.
The City has gained national recognition for our family-friendly environment, excellent schools and library system, low crime rate, and vibrant downtown area.
It's also a great place to work! Our municipal government employs over 900 dedicated individuals in a wide range of job categories and provides a collaborative working environment, a forward-looking leadership team, and a competitive benefits package.
Applications should be completed thoroughly, and resumes will not be accepted in lieu of an application but should be attached to the application.
Include all requested education, experience, attachments, and other information when applying.
Incomplete applications are subject to rejection.
Notifications to applicants will be sent electronically to the email address provided in the application.
THE CITY OF NAPERVILLE IS AN E.
O.
E.
The City of Naperville complies with the Americans with Disabilities Act (ADA).
Individuals needing accommodations in the recruitment process should notify Human Resources in advance at (630) 305-7066.
The City of Naperville offers a comprehensive benefits package that includes, but is not limited to:
Medical, Dental, Vision, and Life Insurance IMRF (Illinois Municipal Retirement Fund) or Fire/Police Pension Programs Deferred Compensation Investment Plans Flexible Spending Accounts Employee Assistance Program Additional Voluntary Benefits Paid Time Off and Holidays Sick Time Maternity and New Parent Leave Service and Recognition Awards.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
