Technology Customer Service Manager (Technology Support Supervisor)
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Job Posting Information
This is a high-responsibility technical supervisory position responsible for leading the customer service and desktop support program for the City and County IT Department (Information Services).
Candidates that demonstrate a balance of general business knowledge and a conceptual understanding of core IT competencies will excel in this position. Whereas direct reports to this position will be engaged in specialized technical tasks, the Technology Customer Service Manager is responsible for understanding the big picture and measuring customer service performance to engage in continuous process improvement and guide IT strategy for the organization. The Technology Customer Service Manager is also responsible for engaging with customers and ensuring satisfaction and project success, while also coaching team members to advance technical and soft skills necessary for success.
This position coordinates, supervises, schedules, and evaluates subordinate technical personnel in customer service, helpdesk, service desk, and support. Work requires a conceptual knowledge of hardware installation and maintenance, as well as knowledge of organizational and administrative policies, procedures, and guidelines. This position will be required to work cooperatively and collaboratively with other areas of technology support to deliver productive and efficient support and services for the Information Services Division. Work outside of regular hours can be required.
Desirable Knowledge, Abilities & Skills/Desirable Training & Experience
- Call Center experience, specifically coordinator or management position.
- Coaching experience (of any kind)
- IT Help Desk, General IT Support
- Supervisory experience specifically of growing or entry-level teams
- Interpersonal Communications training, Soft Skills training
- Project Management training and/or experience
- Microsoft Certification (MS100 and up)
- Google IT Certification
- Experience with Ticket Management, CRM systems
Minimum Qualifications/Necessary Special Requirements
Qualification: Bachelors degree with major coursework in computer science, business administration, or related field and four (4) years of experience in the use and development of computer systems plus supervisory experience or any equivalent combination of training and experience.
We value each City of Lincoln employee and one way we demonstrate this is by providing an attractive and competitive total compensation package that adds value to our employees professional and personal lives. The following benefits are available for this position:
- Pay increases are available upon completion of the 6-month new employee probationary period, and annually thereafter based on performance.
- We encourage a healthy work-life balance by offering 20 days of vacation leave approximately annually that you begin accruing upon hire plus 11 paid holidays and 2 personal convenience days per fiscal year.
- All medical, dental, and vision benefits for you and your family begin the first of the month following hire, no need to wait!
- 30 days of Paid Parental Leave
- Employee Assistance Programs offering work/life services, wellness coaching, short-term counseling, legal assistance, and financial coaching.
- Up to 4 days of Funeral and Bereavement Leave
- $70,000 of Life Insurance
- 401(a) Retirement Plan . If you make a 7% contribution, the City will contribute 9%
- We a provided Post Employment Health Plan for eligible medical expenses that occur after you leave City employment.
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Optional benefits include:
- Medical and/or Dependent Care Flexible Spending Accounts
- Allstate Voluntary Plans
- Supplemental Term Life
- Deferred Compensation Plans
