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User Support Manager
The User Support Manager leads the strategic direction, policy development, and performance management of the user support function across the agency. This position ensures a secure, efficient, and responsive technical support infrastructure aligned with the agency's mission and enterprise IT strategy. The manager oversees supervisors, support staff, systems, and service platforms to maintain service excellence and operational continuity.
Class Code:
IUS03C
Job Grade:
IST07
Special Job Requirements:
Typical Functions:
Develop and enforce policies, standards, and service level agreements for IT user support. Define and manage the strategic roadmap for support tools, user experience, and support coverage. Supervise User Support Supervisors/Experts and support staff; oversee hiring, training, and evaluation. Develop annual work plans, staffing models, and team development strategies. Lead procurement processes for tools and contracts supporting user service delivery. Set KPIs for support functions and monitor service performance metrics. Report operational outcomes to executive leadership and propose continuous improvement initiatives. Coordinate with other IT units (security, applications, infrastructure) and agency departments. Lead stakeholder communication during major incidents or service outages. Evaluate emerging support technologies and implement scalable, user-friendly solutions. Ensure support functions comply with cybersecurity, accessibility, and privacy requirements.
Knowledge, Abilities, and Skills:
IT operations management and service delivery leadership. Team building and cross-functional coordination. Budgeting and vendor management. Expertise with enterprise support platforms and remote support models Knowledge of state IT governance and compliance policies. Ability to develop and implement processes and procedures for user support teams. Exceptional problem-solving and critical-thinking skills. Excellent communication skills, both verbal and written, with the ability to explain complex technical issues clearly and understandably.
Minimum Qualifications:
A bachelor’s degree in information technology, computer science, or a related field is preferred. Five years of experience in IT support, including at least two years in a supervisory or management role.
Required Certificates:
N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Exempt:
E