Customer support manager serp_jobs.h1.location_city

Salary : $126,992.68 - $178,691.45 Annually

Location : Sacramento, CA

Job Type : Full-Time Career

Job Number : 001761-25-IT

Department : Information Technology

Division : IT Regional Support

Opening Date : 07 / 23 / 2025

Closing Date : 8 / 13 / 2025 11 : 59 PM Pacific

THE POSITION

Please Note : a candidate may be required to successfully pass a thorough background investigation, including a criminal history check for job-related convictions, fingerprinting, polygraph test, and a drug use history to be considered for this position With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

The Information Technology Department is seeking a dynamic and inspiring IT leader experienced in building high performance teams and business partnerships with internal customer departments. This highly technical / managerial level position is responsible for leading the IT Regional Support Division, which provides Citywide tier one support, customer engagement, full spectrum endpoint management (software, hardware, security, and policy compliance), and training in a fast-paced environment. This position collaborates and acts as an expert liaison with departmental business staff and key stakeholders throughout the organization in developing smart solutions designed to save staff time and costs, reduce operational redundancies, and streamline business operations. In addition, this position reports directly to the Chief Information Office and is required to present business findings, technical recommendations, and customer solutions to senior management staff.

IDEAL CANDIDATE STATEMENT

The ideal candidate will be a well-rounded technologist that has the requisite knowledge, skills and ability to understand technology infrastructure operations and applications systems management functions that can be leveraged to help solve business problems and provide key customer service solutions. The candidate will have working knowledge and experience in the following areas :

• Communicating clearly, concisely and tactfully both verbally and in writing with City staff at all levels, with technology suppliers, with staff from other government agencies and with the public
• Working effectively on joint projects with City staff and staff from other government agencies at all levels.
• Demonstrating extensive experience and knowledge of business processes and systems in local government business functional areas.
• Ability to blend technology and strategic direction to maximize organizational value.
• Experience in business analysis and project management.
• Implementation of innovative technology solutions, system evaluations, configuration, and testing.
• Creating strategies and developing short-term and long-term solutions, including strategic thinking and ability to understand the business context and how technology is or can be used to create efficiencies.
• Ability to understand the long-term goals of an enterprise architecture and anticipate future functional and non-functional capabilities.
• Experience in facilitating and managing organizational change management issues.
• Adapting and learning new technology capabilities including the advancements in social, big data, mobile and cloud eco-systems.
• IT System familiarity (ERP, EDCM, CRM, GIS, Asset lifecycle management software, eCommerce and digital signatures).
• Experience with business process design / improvements, including gathering requirements, documenting workflow and developing specification.
• Extensive experience in leading teams, managing multiple complex projects, working with diverse teams, and consistently delivering successful IT projects.
• Extensive experience managing complex IT budgets, including developing, monitoring, and forecasting operational and capital expenditures.
• Ability to align financial resources with organizational priorities, ensure cost-effective delivery of technology services, and identify opportunities for savings without compromising service levels.
• Experience with managing vendor contracts and procurement processes is essential.

Under limited direction, an Information Technology Manager plans, directs, organizes, and manages either one of the major program divisions of the Information Technology Department or a large, complex departmental technology unit; develops division policies, procedures, goals, and budgets; interprets and applies existing policies; represents the department on issues concerning the various programs managed.

DISTINGUISHING CHARACTERISTICS

This is a management classification populated by multiple incumbents. Information Technology Managers are responsible for the direction of an entire division and exercise a broad range of authority over complex programs that are central to the department's mission. The Information Technology Manager is distinguished from the next lower classification of

Information Technology Supervisor in that the latter has responsibilities for a special unit or a sub-division with multiple units. The Information Technology Manager is distinguished from the next higher level of Chief

Information Officer in that the latter has administrative responsibility for the entire department.

SUPERVISION RECEIVED AND EXERCISED

Limited direction is provided by the Chief Information Officer or department head. Responsibilities include the direct and indirect supervision of professional, technical, and clerical staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

QUALIFICATIONS

Knowledge of :

Skill in :

Ability to :

EXPERIENCE AND EDUCATION

Any combination of education and experience that would likely provide the required knowledge and skills is qualifying. A typical way to obtain the knowledge and skills would be :

Experience :

Six years of progressively responsible experience in the fields of systems analysis, systems programming, network administration, programming, customer support, computer operations or similar field in a multi-platform information systems environment, including at least two years in a supervisory capacity or four years as a team leader or project lead.

Education :

A Bachelor's degree from an accredited college or university with a major in computer science, information systems, business information systems, business administration, or a closely-related field.

Substitutions :

Additional qualifying experience may substitute education on a year-for-year basis. Professional certification in one or more fields of information technology may substitute for one year of education or experience.

PROOF OF EDUCATION

Should education be used to qualify for this position, then proof of education such as, but not limited to, university / college transcripts and degrees should be submitted with your application and will be required at the time of appointment . Unofficial documents and / or copies are acceptable.

An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. Evaluation of education records will be due at time of appointment.

PROOF OF CERTIFICATION

Should certification and / or license be used to qualify for this position, then proof of said certification and / or license should be submitted with your application and will be required at the time of appointment.

THE SELECTION PROCEDURE

Please note, the City of Sacramento's preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders. All e-mail notifications can also be accessed through the governmentjobs.com applicant inbox.

If applicants do not list current and past job-related experience in the duties area of the "Work Experience" section. Note : Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours / week).

3. Screening Committee : (Pass / Fail) - All applications received by the final filing deadline will be forwarded to the hiring department for review. The hiring department will select the most competitive applications for further consideration. Human Resources will only evaluate employment applications for the minimum qualifications, as stated on the job announcement, for applications selected by the hiring department.

4. Interview Process : Human Resources will forward applications to the hiring department. Those determined to be the most qualified candidates will be invited to participate in an interview process.

5. Background Process : If considered for appointment, candidates may be required to pass a background investigation, which includes a criminal history check, fingerprinting, polygraph test, and drug use history.

QUESTIONS :

For questions concerning this job announcement and the application process :

Bilingual Pay

Did you know that the City offers bilingual pay? That's right, most labor agreements offer the option of providing employees with bilingual pay if the department deems it to be operationally necessary.

Pension Reform Act

The City of Sacramento is covered by the California Public Employees' Retirement System, and as such, must adhere to the California Public Employee's Pension Reform Act (PEPRA) of 2013. Please note that the provisions within this act may affect or impact an applicant's eligibility and / or selection for open vacancies at the City of Sacramento.

Equal Opportunity Employer

The City of Sacramento is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Additional Information

Civil Service Rules :

Union Contracts :

Salary Schedule :

APPLICATION : I understand my application must meet the minimum qualifications for consideration of employment with the City of Sacramento. The experience I list in the duties area of the "Work Experience" section of the employment application will be used to determine if I meet the minimum qualifications as stated on the job announcement. A resume, responses to the supplemental questions requiring a narrative response, employment history listed elsewhere in the application or attachments will not substitute for the information required in the "Work Experience" section of the employment application. Position / job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position. Note : Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours / week). Please refer to the City of Sacramento's Applicant Resources Page for Screening Instructions : https : / / www.cityofsacramento.gov / HR / employment

PROOF OF EDUCATION : To qualify for this classification you may use any combination of education and / or experience as listed to provide required knowledge, skills, and abilities.I understand proof of education such as, but not limited to, university / college transcripts and degrees should be submitted with my application and will be required at the time of appointment if I am using education to qualify for this position.Please refer to the City of Sacramento's Proof of Education Requirements (https : / / www.cityofsacramento.gov / HR / employment) for information on accepted documentation.

EDUCATION CONFIRMATION : If I am using education to qualify for this position, I attest I possess or will possess the following level of education by time of appointment if I am selected for this position.

PROOF OF CERTIFICATION : I understand proof of certification, should be submitted with my application and will be required at the time of appointment.

CERTIFICATION CONFIRMATION : I attest I possess or will possess a professional certification in one or more fields of Information Technology by time of appointment if I am selected for this position.

I understand I may be required to pass a thorough background investigation, including a criminal history check for job-related convictions, fingerprinting, polygraph test, and a drug use history to be considered for this position

SUPPLEMENTAL QUESTIONNAIRE : The answers to the questions below will be reviewed by the hiring department along with the information provided in your employment application. Therefore, your answers must be consistent with your employment application information (especially in the "Education" and "Work Experience" sections), must be unambiguous, and must contain sufficient but concise detail and organization. A resume will not be accepted in lieu of completing this Supplemental Questionnaire. Lack of clarity, incomplete or inconsistent information, and / or disorganized presentation may negatively affect the hiring department's review of your Supplemental Questionnaire. I understand and agree to the above instructions.

Describe your experience leading a high-performing technical team. Include examples of specific strategies have you used to inspire, develop, and retain staff.

Describe a project where you leveraged innovative technology (e.g., automation, cloud services, mobile apps, or AI) to improve business operations. How did you identify the opportunity and what results were achieved?

Describe how you ensured a team you managed delivered excellent customer service in a high-volume, fast-paced environment. Include examples of performance metrics or feedback mechanisms you have used to measure success rates.

Required Question