Manager, Customer Support

Role Context and Mission This position defines service levels and service agreements while managing the help desk operation. The role is responsible for establishing processes to identify, track, escalate, resolve, and report customer problems. Working jointly with customers, the incumbent defines standards and measures for quality and customer satisfaction requirements. Additionally, the role analyzes the technical performance and reliability of products, systems, and services against identified industry standards to ensure customer satisfaction.

About the Role You will be responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing, and diagnosing computer system and peripheral equipment faults. This is a middle-level management role within help desk and customer support functions, working under the general direction of senior-level management. You will typically manage and mentor supervisors, project leaders, and technical staff, frequently reporting to an IT Chief Operating Officer, Operating Unit IT Executive, or Departmental IT Executive.

Application Process and Candidate Pool Please note that this application is part of a candidate pool for future staffing needs under a contract with the State of Florida. Positions may not be available immediately, and job locations, assignments, and start dates may vary depending on agency requirements. By applying, you will be considered for current and upcoming opportunities, and we will reach out if a role that matches your skills and qualifications becomes available.