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Job Title: IT Manager Customer Support
Company Name: City of Gainesville
Location: CITY OF GAINESVILLE , FL United States
Position Type: Full Time
Post Date: 03/15/2017
Expire Date: 05/15/2017
Job Categories: Information Technology
Job Description
IT Manager Customer Support
CITY OF GAINESVILLE
Gainesville, Florida

Gainesville Regional Utilities (GRU) is seeking an IT Manager of Customer Support to manage the operational functions of the City of Gainesville's Information Technology (IT) Support Call Center(s) in the maintenance, support, testing, evaluation, training and integration of mission-critical software, hardware, and desktop applications used in support of Gainesville Regional Utilities' (GRU) and General Government's (GG) administrative and operational functions.

Gainesville Regional Utilities, known as GRU, is a multi-service utility owned by the City of Gainesville. We are the 5th largest municipal electric utility in Florida. Our combined services make us the most comprehensive utility service provider in the state. We serve approximately 90,000 retail and wholesale customers in Gainesville and surrounding areas, offering electric, natural gas, water, wastewater, and telecommunications services.

Typical duties for the successful candidate will include but not be limited to; managing the day-to-day operational functions and staff of the City's Information Technology (IT) Support Call Center(s) in accordance with all applicable laws, rules, regulations, collective bargaining agreements and directions from City government; ensuring continuous improvement of customer service provided by the Support Call Center(s), managing Call Center staff in the support, testing, evaluation, training and integration of mission-critical new or upgraded software, hardware and desktop applications; preparing progress and performance reports to inform management of development status and performance, conducting continuing evaluation of systems to identify potential improvements, maintaining client infrastructures, managing maintenance of software and hardware used and managing the configuration, monitoring, implementation and maintenance of the City's Virtual Desktop Infrastructures.

Qualifications & Requirements
To be considered for the IT Manager, Customer Support position, a candidate must have a Bachelor degree from an accredited college or university with major course work in business, public administration, engineering, computer science or related field, and eight (8) years of progressively responsible experience in Windows Operating Systems in a Server/Workstation and Virtual Desktop Environment, which includes four (4) years of supervisory or large project management experience. Or an equivalent combination of education, training and experience which provide the required knowledge, skills and abilities.

A Master's degree from an accredited college or university with major course work in business, public administration, engineering, computer science or related field may substitute for one (1) year of the non-supervisory work experience.

A valid U.S. driver's license is required at time of hire. A valid Florida Driver License required within thirty (30) days of appointment and at all times while employed in this classification.

NOTES:
Experience with the use and application of Information Technology in the utility or municipal government is desirable.
Thorough knowledge of principles of effective administration and supervision.
Thorough knowledge of Information Technology relating to customer service, utility billing, payment processing, budgeting, financial accounting, risk management, human resources, payroll, purchasing and warehouse management processes.
Knowledge of governmental budget procedures.
Ability to understand and apply the concepts of customer service to the organization to ensure the achievement of the organization's goals and objectives.
Ability to provide, orally and in writing, effective feedback, both instructive and corrective, to subordinates throughout the year.
Ability to maintain records and prepare complex technical reports.

** May fill multiple positions **
** May establish an eligibility list for future hiring. **
** May require additional assessments to fill the position. **
JOB DESCRIPTION
SUMMARY
This is managerial, advanced technical and administrative work managing the operational functions of the City of Gainesville's Information Technology (IT) Support Call Center(s) in the maintenance, support, testing, evaluation, training and integration of mission-critical software, hardware, and desktop applications used in support of Gainesville Regional Utilities' (GRU) and General Government's (GG) administrative and operational functions. Works with management to determine and implement specific technical needs and priorities of the organization to ensure that the organization's IT infrastructure is as efficient and productive as possible.

The single position allocated to this classification reports to the Chief Information Officer and works under general supervision. Work in this class is distinguished from other classes by its managerial and advanced technical and operational responsibilities.

EXAMPLES OF WORK*
*This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower level duties may be required.

ESSENTIAL JOB FUNCTIONS
Manages the day-to-day operational functions and staff of the City's Information Technology (IT) Support Call Center(s) in accordance with all applicable laws, rules, regulations, collective bargaining agreements and directions from City government; ensures continuous improvement of customer service provided by the Support Call Center(s).

Manages IT Support Call Center staff in the support, testing, evaluation, training and integration of mission-critical new or upgraded software, hardware and desktop applications; prepares progress and performance reports to inform management of development status and performance of related systems and conducts continuing evaluation of systems to identify potential improvements in hardware and software capabilities.

Manages and maintains client infrastructures to provide reliable and secure environments for the City's employees; coordinates projects with the IT Project Management Office (PMO) relating to the City's client infrastructure environment and ensures that changes are deployed with minimal impact to City employees.

Manages the maintenance of software and hardware used in support of the related systems; establishes schedules and priorities for upgrade or replacement of existing software and/or hardware.

Manages the configuration, monitoring, implementation and maintenance of the City's Virtual Desktop Infrastructures; ensures that staff remains up-to-date on technical knowledge related to a Virtual Desktop Environment.

Confers with top City management to establish and implement operational and administrative synergies and efficiencies for IT operations.

Serves as IT liaison with City departments to foster cooperation and to plan current and future software and hardware upgrades to support GRU and GG's administrative and operational functions and to ensure that the organization's IT infrastructure is as efficient and productive as possible.

Researches issues and develops departmental programs; provides supporting material, data and statistics.

Assists in the development of requests for proposals for various departmental and operational needs.

Develops and coordinates communication and support strategies for inter- and intra-departmental use as well as coordinating technical and operational communications.
Drafts agreements, contracts and other documents in support of the related systems.

Assists in strategic planning of IT operations and system development.

Prepares, submits and monitors the division's annual budget.

Recommends selection, promotion, discharge and other appropriate personnel actions.

Performs timely, fair and non-discriminatory evaluation of performance of employees.

Attends work on continuous and regular basis.

NON-ESSENTIAL JOB FUNCTIONS
May act in absence of supervisor.

May be responsible for enforcing the Drug-Free Workplace Policy, based on physical location and organizational structure.

Performs other related duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.

EDUCATION AND EXPERIENCE
Bachelor degree from an accredited college or university with major course work in business, public administration, engineering, computer science or related field, and eight (8) years of progressively responsible experience in Windows Operating Systems in a Server/Workstation and Virtual Desktop Environment, which includes four (4) years of supervisory or large project management experience.

Or an equivalent combination of education, training and experience which provide the required knowledge, skills and abilities.

A Master's degree from an accredited college or university with major course work in business, public administration, engineering, computer science or related field may substitute for one (1) year of the non-supervisory work experience.

Experience with the use and application of Information Technology in the utility or municipal government is desirable.

CERTIFICATIONS OR LICENSES

Licenses
Valid driver license required. Valid Florida Driver License required within thirty (30) days of appointment and at all times while employed in this classification.

Certifications
None.

KNOWLEDGE, SKILLS AND ABILITIES
Thorough knowledge of principles of effective administration and supervision.

Thorough knowledge of principles, practices, methods and theories of information systems development, quality assurance and integration.

Thorough knowledge of Information Technology relating to customer service, utility billing, payment processing, budgeting, financial accounting, risk management, human resources, payroll, purchasing and warehouse management processes.

Knowledge of governmental budget procedures.

Ability to follow developments in information processing technology and apply them to the City's needs.

Ability to review and make recommendation on end-user support and training in highly complex operating environment.

Ability to develop long-term plans and programs and to evaluate work accomplishments.

Ability to plan, assign, delegate and direct work of administrative and supervisory personnel.

Ability to communicate effectively, both orally and in writing.

A thorough understanding of and ability to apply information regarding the overall purpose of the organization and the role of the division in achieving the goals and objectives of the organization.

Ability to understand and apply the concepts of customer service to the organization to ensure the achievement of the organization's goals and objectives.

Ability to lead, coordinate and participate in key process improvements as they relate to the organizational computing environment.

Ability to effectively plan and organize work to ensure the highest quality performance of self and others.

Ability to support and adapt to the ever-changing needs of the organization and to quickly adopt and implement new processes and policies into the overall culture of the organization.

Ability to work effectively with elected officials, charter officers, department heads, representatives of other agencies, city employees, and the general public.

Ability to provide, orally and in writing, effective feedback, both instructive and corrective, to subordinates throughout the year.

Ability to maintain records and prepare complex technical reports.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS
To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work related environmental conditions.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is often required to sit for prolonged periods of time.

WORK ENVIRONMENT
May be required to work and attend meetings outside regular business hours, including nights, weekends and holidays.

Requires local travel to other City locations within the Gainesville area.
A Social Security card is required at time of employment.

Veteran's preference for City employees in promotion shall apply only to a veteran's first promotion AFTER reinstatement or reemployment, without exception (55a-7.0111). The Applicants claiming veteran's preference are responsible for providing required documentation at the time of submitting an application for a vacant position (55a-7.013). Eligible Veterans must attach all documentation to application. Preference is given to Veterans and spouses of Veterans according to the Florida Administrative Code.

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Contact Information
Company Name: City of Gainesville
Website:http://www.cityofgainesville.jobs
Company Description:
Pursuant to Florida public records law, applications are subject to disclosure. The City of Gainesville is an Equal Opportunity/Affirmative Action employer and does not discriminate in hiring. Minorities, Women, and Disabled are encouraged to apply. If you have a disability and require special accommodation during the selection process, please notify the Human Resources Department at (352) 334-5077.
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