It Customer Support Manager - Towson : Job Details

The Customer Services Unit (CSU) Manager ensures law enforcement officers and civil-service employees return to performing their duties as quickly as possible after experiencing a technology issue. The CSU manager also assists team leaders in providing a positive customer experience with mission critical services by responding to internal and external technology user requests, addressing their complaints, and resolving their issues that arise during the normal course of using technology services. They support services that have been conceived, built, and deployed into the test or production environment. The CSU manager ensures technical and equipment resources are available to support law enforcement activities and initiates service notification and dispatch for all systems and services deployed for use.

Our new teammate will be able to:

• Set goals, objectives, and expectations and complete evaluations for the supervisors as required.
• Direct management of the two sections supervisors within the Customer Support Program.
• Contribute to the leadership team to participate in operational planning, the annual risk assessment, the annual report, the ITD SOP manual, and related strategic planning.
• Manage the Information Technology Division Customer Support Program.
• Review and approve all technical procedures and policies used within the program to support technology systems within the agency.

Required Qualifications:

• Bachelor's degree or higher in information technology (or closely related field) from an accredited institution and two (2) years' experience supporting critical information technology systems in a 24x7 environment OR
• Associate's degree in information technology (or closely related field) from an accredited institution and four (4) years' experience supporting critical information technology systems in a 24x7 environment OR
• Six (6) or more years' experience supporting critical information technology systems in a 24x7 environment.
• Four (4) years of supervisory and/or management experience with persons recruited, hired, trained, evaluated, and disciplined.
• Demonstrated skills in the following:
• Leading, managing, coaching, and mentoring technical and/or business/professional staff.
• Strategic planning and organizational development.
• Effective communication across a broad range of personnel and management levels.
• Internalizing new and complex information quickly.
• Written and oral communication.
• Team building, negotiation, and conflict resolution.

Why work for the Washington State Patrol?

• A healthy life/work balance by offering flexible schedules and telework options for most positions.
• An Infants at Work Program that is based on the long-term health values of infant-parent bonding and breastfeeding newborns.
• Continuous growth and development opportunities.
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.