IT Customer Success and Development Manager

CITY OF DOTHAN

Personnel Department
126 North Saint Andrews Street
Dothan, AL 36303
http://(Use the "Apply for this Job" box below)..org
Invites Applications For The Position Of IT Customer Success and Development Manager

$81,910.40 - $ Annually

• CLOSING DATE:
  * 7/28/2026

The IT Customer Success and Development Manager position is a member of the IT Leadership Team responsible for leading and managing Information Technology customer support, user adoption, training, and customer development initiatives. This position plans, develops, and manages enterprise-wide customer success programs, technical training initiatives, service improvement efforts, and end-user engagement strategies to maximize the use of Information Technology services and solutions in support of departmental goals.

• Graduation from an accredited
  * college or university with an Associates degree in Information Technology, Computer Science, Management Information Systems, Project Management, or closely related field; and
• Six (6) years recent experience managing a customer service center, help desk, service desk, technical support center, or similar customer-facing support operation, including responsibility for service delivery, customer satisfaction, performance metrics, staff supervision, escalation management, and process improvement; and
• Two (2) years recent experience designing, developing, and delivering formal instructor-led training programs, including curriculum development, technical systems and application training, new employee onboarding, user adoption training, knowledge transfer, learning assessment, and technical skill development for end users and IT personnel.
• Five (5) years recent government/municipal experience in delivering information technology project(s) preferred.
• Graduation from an accredited
  * college or university with a Bachelors degree in Information Technology, Computer Science, Management Information Systems, Project Management, or a closely related field preferred.
• Possession of current and valid Information Technology Infrastructure Library (ITIL):
  Managing Professional (MP), Strategic Leader (SL), Practice Manager (PM), ITIL Master; or Service Desk Institute (SDI) Service Desk Manager (SDM), or other customer service, training, leadership, or workforce development certification preferred.

• Accredited through an agency recognized by the U.S. Department of Education (USDE) or the Council for Higher Education (CHEA).

Must complete and accept Certification of Understanding and Condition of Employment/Promotion/Demotion/Transfer form(s). Employees will also be required to complete an Information Technology Support Services Employee Confidentiality Agreement (IT department).

• Possession of a valid driver license and acceptable driving record. (PBA 9/10/01)
• Employees in this position are required to obtain and maintain ITIL 4 Foundation certification and the CompTIA A+ certifications within one (1) year of employment/promotion/demotion/transfer.
• Employees are required to complete the Information Technology Support Services Employee Confidentiality Agreement (IT department).
• Employees in this position are fingerprinted within 30 days of hire/promotion/transfer/demotion.
• An applicant for this position is subject to various background investigations up to and including criminal, credit, past employment, and reference checks.
• An applicant for this position is subject to extensive background checks (since the age of majority) to determine eligibility and ensure requirements are met for this position.
• Employees in this position are required to complete and pass the Criminal Justice Information System (CJIS) security training and exam annually after the initial training.
• Employees in this position must pass a criminal background check every five (5) years after initial/pre-employment.
• Employees are required to submit to Drug and Alcohol testing in accordance with the City of Dothan policy, which includes pre-employment and random tests for the duration of employment in this position. (PBA 8/13/12)
• Must meet the City of Dothans employment physical standard, which includes drug/alcohol testing.