Deputy CIO Customer Engagement

About the role

Position Summary: Reporting to the CIO, the Deputy CIO Customer Engagement leads the strategy, delivery, and continuous improvement of all IT services that support end users across the County. The incumbent will oversee service desk operations, application support, and IT service management (ITSM) to ensure a reliable, high-quality technology experience for all employees and departments. In this role, the Deputy CIO Customer Engagement will guide the organization through technology and service transformation, helping staff adopt new tools and processes, strengthening customer service practices, and building an efficient and resilient organization. The incumbent will set clear direction for teams, build strong relationships with stakeholders, and work to improve service quality, performance, and productivity. A key part of this role is assessing how the department operates today and shaping how it can work better in the future. The Deputy CIO Customer Engagement will evaluate existing workflows, team structures, and service processes, identifying opportunities to streamline, align, and modernize. As responsibilities grow or shift, the incumbent will help integrate new functions and support employees through change in a steady, thoughtful way—focusing on clarity, consistency, and the overall user experience.

Responsibilities

• Leads customer service standards, daily operations, and escalations.
• Oversees administration of service desk and application support to ensure fast, clear issue resolution.
• Manages core ITSM processes and improve workflows and self-service options.
• Supports user adoption of new tools and partner with training teams.
• Oversees hardware/software lifecycles and maintain an accurate CMDB.
• Tracks KPIs, SLAs, and satisfaction metrics; use insights to drive improvements.
• Mentors staff, build a strong team culture, manage budgets and vendor relationships.
• Provides strategic oversight and direction to the Customer Experience leadership team.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• Six (6) years in Information Technology (IT) leadership, with a strong focus on customer success, support operations, or IT Service Management (ITSM).
• Certifications in Information Technology Infrastructure Library (ITIL) v4 Managing Professional or Expert certification preferred.
• An equivalent combination of education and experience may be substituted.
• It is the policy of Allegheny