Onsite Senior IT Customer Support Manager; Phoenix AZ

Position Summary

Senior Manager, IT Customer Support leads and manages all aspects of customer-facing IT services for the Client. This includes overseeing IT Service Desk, desktop support operations, and client device management across the agency. Responsible for driving continuous improvement, maturing IT service management (ITSM) processes, and ensuring IT customer support services are highly efficient, reliable, and directly integrated with the CISO’s security initiatives to protect sensitive taxpayer data and agency assets.

This position has one supervisory direct report who oversees a team size of 7 to 8 individual contributors in IT Service Desk and System Administration roles.

• Supervisory (15%) - Carries out supervisory responsibilities in accordance with core values, agency policies, applicable standard work, and applicable laws. Responsibilities include actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees. Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization. Conducts regular one-on-one meetings providing constructive, balanced regular performance feedback, coaching and mentoring.
  
  Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals. Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts. Communicating and enforcing agency policies and programs. Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate. Fosters a culture of customer service excellence, accountability, and continuous learning.
• Talent Management (10%) - In collaboration with the Assistant Director/Chief Information Officer and Talent, develops and executes a plan for retaining and developing talent to meet current and future business objectives to include engaging in performance management calibration and talent review evaluations. Collaborating with direct reports on their professional development growth. Inspiring staff to continue to build their skill and craft while keeping ahead of the curve for the future challenges.
  
  Training, mentoring, and coaching employees. Assisting with developing leadership succession plans for the department.
• Strategic Alignment & Operational Management (35%) - In collaboration with the Assistant Director/Chief Information Officer, sets and implements the ADOR IT Customer Service strategic direction ensuring alignment with the agency’s overall IT and business strategies. Serves as the escalation point and primary interface between executive business leadership and IT operations for major service interruptions or chronic issues. Manages the annual budget for the IT Customer Support division, ensuring efficient allocation of resources and maximizing return on technology investments, including managing vendor relationships, and negotiating service contracts for technology and support tools.
  
  Provides technical leadership for the desktop support team on complex issues. Oversees desktop infrastructure like hardware, software, and security. Ensures effective end-user communication for all scheduled IT changes, maintenance, and major service updates; and that resolution of end-user issues is timely, effective, and empathetic. Establishes, monitors, and reports on key performance indicators (KPIs) and service level agreements (SLAs) for service desk, desktop support, and client services.
  
  Drives the maturity of IT Service Management (ITSM) processes, particularly Incident Management, Request Fulfillment, Knowledge Management, Automation, and utilization of modern frameworks that adapt to the changes on the horizon as pertains to tax accounting system modernization (STARS) program. Oversees the life cycle management of all end-user devices (desktops, laptops, mobile devices) and software distribution, ensuring security and compliance with state standards.
  
  Maintains an accurate inventory of hardware and software assets and ensure compliance with licensing agreements.
• Security Focus and CISO Partnership (10%) - Serves as the CISO’s front-line partner for endpoint security, ensuring immediate communication and coordinated response to security incidents originating at the endpoint. Leads end-user security awareness and compliance by working with the CISO team to implement and enforce security policies (e.g., Multi-Factor Authentication (MFA), least-privilege access, acceptable use). Manages and optimizes security-critical tools utilized by the support team, including Endpoint Detection and Response (EDR) systems, identity and access management (IAM) platforms, and enterprise encryption software.
  
  Establishes and continually refines the Security Incident Triage Process within the Service Desk,…