Customer Support Manager - INFORMATION TECHNOLOGY

Department:  Info Tech Srvcs 

Pay:  $80,496.00 annually  

Work Schedule: 8:00-5:00 Monday-Friday. This is remote and on-site position as needed.  

Sedgwick County offers a comprehensive benefits package for full-time employees that includes health coverages, paid leave, regular compensation reviews, retirement plans, and professional development opportunities.  For more detailed information, please visit our benefits page at SCBenefits.

Responsible for providing day-to-day oversight for timely delivery of quality technical support service to clients from helpdesk and desktop support staff. This requires both knowledge of the software or hardware systems being supported, customer service skills, and effective personnel management skills.

This position is responsible for direct management of the helpdesk and desktop support groups. This position develops, implements, and oversees policies and procedures to ensure consistent service levels and quick resolutions.  Responsible for staffing and capacity planning, performance analysis, and developing proactive resolution plans. Responsible for managing technical support standards, acting as a project manager, and providing IT consultation for department needs.

Technical Operations & Desktop Management

• Oversee installation, maintenance, and upgrades of desktop systems and peripherals.
• Lead resolution of complex technical issues, including desktop OS failures and hardware malfunctions.
• Coordinate with vendors and internal teams to ensure system stability and compliance.
• Coordinate and lead departmental meetings to review project progress and align on next steps.
• Coordinate IT support operations for elections in collaboration with the Election Commissioner.

Helpdesk Oversight & Service Delivery

• Supervise helpdesk ticketing workflows and ensure high first-contact resolution rates.
• Prioritize and dispatch field technicians for on-site support as needed.
• Maintain service continuity during outages or staff shortages.
• Monitor helpdesk metrics and adjust staffing or processes to meet SLAs.

Team Leadership & Communication

• Manage scheduling, coverage, and workload balancing for support staff.
• Provide mentorship and training to analysts and technicians.
• Communicate technical issues clearly to non-technical stakeholders.
• Promote a collaborative customer-focused team culture.
• Run and complete monthly KPI reports.
• Provide counseling on performance evaluations, promotions, hiring, and disciplinary responsibilities.
• Review the Helpdesk and Desktop Support Customer Satisfaction and Support Survey results, and implement correction as needed

Minimum Qualifications: Associate’s degree in Information Technology or a related field. Education may be substituted with experience, with one year of experience for one year of education. Two (2) years of IT supervisory experience within the last five years and four (4) years of experience in Information Technology or a related field, with progressive responsibilities in the areas of project management, system deployments and technical implementations. If no degree is present, a total of six (6) years of experience is required. Per Sedgwick County policy, this is a driving level position that requires a valid US driver’s license without restrictions and current proof of automobile insurance.

Preferred Qualifications: Three (3) years of progressively responsible experience in supervision directly related to IT support in an IT environment within the last five years.  Bachelor’s degree in electrical engineering, computer science, telecommunications management or a related field.

Applicants have rights under Federal Employment Laws. Please find more information under the following link.  Apply for a Job | Sedgwick County, Kansas