Client Support Services Mgr

Client Support Services Manager

Supervises and manages the activities of the Client Support Services staff. Manages the installation and support of computer equipment and hardware peripherals within the guidelines of hardware and software technical manuals, the National and Federal Electrician's Code Manuals, and County and departmental policies and procedures. Reports to the Director and works with directors, supervisors, elected officials, co-workers, vendors, consultants and other IT professionals to provide technical support.

Plans, organizes, supervises, and budgets the activities of the Client Support Services staff.

Directs, establishes, plans and implements the standardization, deployment, maintenance, support and upgrades of desktops, hardware, software, operating systems and printers.

Directs, establishes, plans, and implements the policies and procedures to support the organizations desktop support services.

Manages the team of support personnel and ensures maximum issue resolutions in minimum time.

Supervises the installation of new peripheral devices, relocations and reconnections of existing computer systems.

Manages the procurement of city hardware, software and other related equipment.

Manages the IT training program for the city employees.

Schedules for the repair of computer equipment covered by warranties and maintenance contracts.

Manages the compliancy and accuracy of licenses and inventory databases.

Performs other duties of a similar nature or level as required.

Position specific responsibilities might include:

• Negotiating a contract with a potential vendor and coordinating City resources to get approval.
• Formulating a new policy or strategy for the Information Technology Department based on research / best practices implemented by other agencies.
• Provides and coordinates assistance in resolving information technology related problems.
• Administers and manages performance measures for the Client Support Services Division.

Education: BS degree in Computer Science, Information Technology, or a closely related field of study.

Experience: 3 years' work-related experience managing work order systems, hardware management and technology acquisition with a minimum of two (2) years of supervisory experience.

Knowledge/Skills/Abilities:

• Considerable knowledge of technology concepts, customer service skills, computer operations, networking processors and devices.
• Considerable knowledge of hardware configurations/specifications, software, desktop operating systems, manual systems, applications systems, data communications and networking.
• Familiarity with local, state, and federal legal requirements, and County and departmental policies and procedures.

Certification: Project Management Professional (PMP), Information Technology Infrastructure Library (ITIL), etc. are preferred and beneficial but are not required.

Licensing: Possession of a valid driver's license with good driving history. If State license is other than Georgia or South Carolina, applicant must obtain a license in Georgia or South Carolina within 30 days of employment.

Other:

• This position will require staff call up in emergency situations.
• Travel will be required from office to other locations for this position.
• May be required to carry pager and be on 24-hour call duty.

Performance Aptitudes:

• Data Utilization: Requires the ability to determine, calculate, tabulate, or summarize data/information, following a prescribed plan requiring the exercise of some judgment. Includes performing subsequent actions in relation to these computational operations.
• Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
• Equipment: Requires the ability to overhaul, restore, renovate, construct, and/or rebuild equipment, machinery, or objects, requiring adherence to prescribed standards and specifications. Requires the ability to operate and control the actions of equipment and machinery, requiring the monitoring, adjustment, regulation, and/or setting of multiple conditions.
• Verbal: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Math: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
• Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
• Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Physical Abilities: Tasks require the regular and, at times, sustained performance of moderately physically demanding work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and that may involve the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (20-50 pounds).
• Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals.
• Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, smoke, temperature and noise extremes, hazardous materials, fire, unsafe structures, heights, confined spaces, machinery, vibrations, electric currents, traffic hazards, bright/dim lights, toxic agents, animal/wildlife attacks, animal/human bites, explosives, water hazards, disease, pathogenic substances.

Financial Responsibility:

This position involves budgetary and/or financial approval responsibility.