IT Customer Success and Development Manager

About the role

The IT Customer Success and Development Manager position is a member of the IT Leadership Team responsible for leading and managing Information Technology customer support, user adoption, training, and customer development initiatives. This position plans, develops, and manages enterprise-wide customer success programs, technical training initiatives, service improvement efforts, and end-user engagement strategies to maximize the use of Information Technology services and solutions in support of departmental goals.

Responsibilities

• Leading and managing Information Technology customer support, user adoption, training, and customer development initiatives.
• Planning, developing, and managing enterprise-wide customer success programs.
• Designing, developing, and delivering formal instructor-led training programs.
• Managing service delivery, customer satisfaction, performance metrics, staff supervision, escalation management, and process improvement.
• Developing and implementing end-user engagement strategies.
• Delivering technical systems and application training, new employee onboarding, user adoption training, knowledge transfer, learning assessment, and technical skill development for end users and IT personnel.

Requirements

• Graduation from an accredited* college or university with an Associates degree in Information Technology, Computer Science, Management Information Systems, Project Management, or closely related field; and Six (6) years recent experience managing a customer service center, help desk, service desk, technical support center, or similar customer-facing support operation, including responsibility for service delivery, customer satisfaction, performance metrics, staff supervision, escalation management, and process improvement; and Two (2) years recent experience designing, developing, and delivering formal instructor-led training programs, including curriculum development, technical systems and application training, new employee onboarding, user adoption training, knowledge transfer, learning assessment, and technical skill development for end users and IT personnel.
• Five (5) years recent government/municipal experience in delivering information technology project(s) preferred.
• Graduation from an accredited* college or university with a Bachelors degree in Information Technology, Computer Science, Management Information Systems, Project Management, or a closely related field preferred.
• Possession of current and valid Information Technology Infrastructure Library (ITIL): Managing Professional (MP), Strategic Leader (SL), Practice Manager (PM), ITIL Master; or Service Desk Institute (SDI) Service Desk Manager (SDM), or other customer service, training, leadership, or workforce development certification preferred.
• Accredited through an agency recognized by the U.S. Department of Education (USDE) or the Council for Higher Education (CHEA).

Qualifications

• Completion of Certification of Understanding and Condition of Employment/Promotion/Demotion/Transfer form(s).
• Completion of Information Technology Support Services Employee Confidentiality Agreement (IT department).
• Current and valid driver license and acceptable driving record.
• Completion of ITIL 4 Foundation certification and the CompTIA A+ certifications within one (1) year of employment/promotion/demotion/transfer.
• Completion of Information Technology Support Services Employee Confidentiality Agreement (IT department).
• Fingerprinting within 30 days of hire/promotion/transfer/demotion.
• Eligibility for various background checks (since the age of majority) to determine eligibility and ensure requirements are met for this position.
• Completion of CJIS security training and exam annually after the initial training.
• Criminal background check every five (5) years after initial/pre-employment.
• Drug and Alcohol testing in accordance with the City of Dothans policy, which includes pre-employment and random tests for the duration of employment in this position.
• Meeting the City of Dothans employment physical standard, which includes drug/alcohol testing.

Skills

N/A

Benefits

N/A

Pay

$81,910.40 - $130,977.60 Annually

Schedule

N/A