Service Support Manager
City of Suffolk - Suffolk, VA

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Under general supervision, performs supervisory and administrative work of an information
technology Service Support section. Work involves managing the performance of Level 1 and
Level 2 services & support to staff and ensuring that service levels are achieved. The Service
Support Manager will ensure that staff provides high-value interactions to meet or exceed
expectations in regards to performance, meeting defined metrics/benchmarks, and that standards
and processes are followed to provide effective customer service and meet the requirements of
the City. The Service Support Manager is responsible for the overall management and day-to-day
operation of the Technology Service Desk, Project Management and improvements, software and
hardware procurement, vendor management and compliance management. Employee must also
exercise tact and courtesy in frequent contact with department’s customers and the general
public.

Bachelor’s Degree in Information Technology or related field.
three to five years of experience in Service Desk and /or Call Center with a Tiered environment,
with at least three years of experience managing, mentoring and supervising technical support
teams in a public or private environment and demonstrated excellent written and verbal
communication skills.
ITIL V3 Foundation certification required.

All interested candidates must submit an online application at www.suffolk.va.us

Monster - 21 months ago - save job - block
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