IT Customer Service Manager

Position Summary

As an IT Customer Service Manager, you will function as an advisor for one or more DHS divisions or offices to support their program needs related to IT. These positions have a central role in understanding the division, bureau, and program area business needs; and incorporate this knowledge into a division and enterprise perspective, using this perspective as input into the shaping of the enterprise IT services, and connect enterprise IT resources to the division, bureau, and program area business functions.

The scope and latitude of activities associated with these positions are very broad and include providing expertise in coordinating the resolution of IT issues and decisions in a business context. Incumbents will need extensive knowledge and expertise in business process analysis, information systems, project management, and the role of current state-of-the-art information technology in business areas. In addition, they will provide project management and team leadership for various efforts and will manage customer relations.

The communication and business partnership building activities of these positions cross the cultures of the division's various business areas as well as the enterprise IT culture. Interaction with staff and personnel from DHS and our business partners at all organizational levels and areas of expertise is an essential component of this position.

Qualifications

• Experience developing and translating technology related customer-facing documentations
• Knowledge articles
• IT communications
• Clear, non-tech communication skills

Salary Information

The starting pay is between $43.50 and $49.00 per hour (approximately between $90,400 and $101,900 per year), depending on qualifications, plus excellent benefits. A 12-month probationary period is required.

Benefits

• 3.5 weeks of vacation
• 9 paid holidays
• Ambient sick time
• Top rated health plan options starting at $47/month for single plans and $117/month for family plans, after 2 months of state service
• Exceptional pension plan with a 7.2% employer match in 2026 with lifetime retirement payment
• Tax advantaged supplemental retirement savings plan
• Total Rewards Calculator to see the total value of our competitive benefits package!
• Several flex spending accounts: medical, dependent care, commuter, parking and High Deductible Health Savings
• Well Wisconsin Wellness Program
• A free and confidential employee assistance program
• Public Service Loan Forgiveness Program employer