Service Support Manager

Under general supervision, performs management and administrative work related to the Department of Planning and Community Development's permitting information software program. Work involves managing the performance of permitting software technology & support to staff and ensuring that technological efficiencies are optimized. The Service Support Manager will ensure that the Department provides high-value interactions to meet or exceed expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are developed and/or refined to provide effective customer service and meet the requirements of the City. The Service Support Manager is responsible for the overall management and day-to-day operation of the City's permitting programs, project management and improvements and/or Planning and Community Development's GIS program, Permitting and Development Plan Technician Services, Departmental webpage management, software and hardware procurement, vendor management and compliance management. Employee may create GIS maps for Department needs as necessary. Employee must also exercise tact and courtesy in frequent contact with department's customers, the general public, various City department, and a wide range of program users and stakeholders. The position works closely with the Customer Service Manager to identify and implement program improvements. Reports to the Assistant Director of Community Development.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

• Oversees, manages, and acts as an administrator of the City's permitting technology system.

• Develops and identifies needed improvements to obtain improved system efficiencies.

• Determines root cause of issues and communicates appropriately to internal and external customers.

• Monitors service requests to assure that all incidents and changes are being handled in a timely manner and with high quality customer service.

• Oversees the development, implementation, and maintenance of appropriate documentation and support programs for end-users.

• Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users.

• Performs administrative responsibilities for departmental software procurement needs for review and approval by IT.

• Ability to utilize ArcGIS and other mapping software for visualization of data.

• Manages the Department's webpage in collaboration with other Department's throughout the City.

• Manages vendor relationships as it depends on daily operational needs.

• Performs purchase order review and approval/budgeting responsibility.

• Proactively collaborates with stakeholders and end-users to improve services, tools and support experience.

• Keeps confidential all applicant, client, and verification and company proprietary information.

• Works closely with all users to improve performance.

• Monitors and evaluates user performance; coordinates training and development.

• Recommends, develops, and implements new work processes as necessary to increase effectiveness and efficiencies in deliver of customer service.

• Maintains, reviews, and recommends adequate internal control procedures.

• Operates a vehicle and a variety of equipment such as personal computer, fax machine, copier, calculator, etc.

• Uses computer supplies and office productivity software such as Microsoft Word, Microsoft Excel, Cityworks, Kronos time keeping, etc. based on departmental requirements

• May assist the Department Assistant Director or Director in the development of departmental policies.

• Performs other related duties as required.

Bachelor's Degree in Information Technology or related field with 3 to 5 years of experience in GIS, Engineering Services, Enterprise Programs, Service Desk and /or Call Center with a Tiered environment, with at least three years of experience managing, mentoring and supervising technical support teams in a public or private environment and demonstrated excellent written and verbal communication skills; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Requires a valid driver's license.

Knowledge, Skills & Abilities

• Knowledge of the methods, policies, and procedures of a City Department as they pertain to the performance of duties of the Service Support Manager.

• Knowledge of the policies and procedures, organization and function of the department.

• Knowledge of support service and Planning and Community Development policies, regulations, and procedures.

• Knowledge of modern office procedures and equipment and standard clerical techniques.

• Knowledge of the principles of supervision, organization, and administration.

• Skilled in the use of a variety of Cityworks, Bluebeam, computer-driven word processing, spreadsheets, and professional prepared programs.

• Ability to direct and coordinate shared goals and objectives related to increased performance and efficiencies.

• Ability to perform mathematical computations with speed and accuracy.

• Ability to exercise independent judgment and initiative in completing assigned tasks.

• Ability to prepare financial and other related reports.

• Ability to interpret policy and procedural guidelines and to resolve problems and questions.

• Ability to communicate effectively in oral and written form.

• Ability to exercise tact, courtesy and firmness in frequent contact with customers and the general public.

• Ability to establish and maintain effective working relationships as necessitated by work assignments.

• Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

• Ability of speaking and/or signaling people to convey or exchange information. Includes giving instructions, assignments and/or directions to subordinates or assistants.

• Ability to read a variety of reports, records, invoices, etc.; to prepare reports, correspondence, purchase orders, accounting reports, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style.

• Ability to speak with poise, voice control and confidence.

• Ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to record and deliver information, to explain procedures, to follow oral and written instructions.

• Ability to communicate effectively and efficiently in Standard English.

• Ability to utilize mathematical formulas; to add and subtract; multiply and divide; utilize decimals and percentages; understand and apply the theories of algebra.

• Ability to inspect items for proper length, width and shape.

Performance Evaluation Criteria

• Quality of Work

• Quantity of Work

• Dependability

• Attendance

• Initiative and Enthusiasm

• Judgment

• Cooperation

• Relationships

• Coordination of Work

• Safety

• Planning

• Organizing

• Staffing

• Leading

• Controlling

• Delegating

• Decision Making

• Creativity

• Human Relations

• Policy Implementation

• Policy Formulation

Physical Requirements

Must be physically able to operate a variety of automated office machines including computers, calculators, copiers, facsimile machines, etc. Must be able to exert up to 40 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for periods of time. Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment. Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination. Requires the ability to differentiate colors and shades of color; requires the visual acuity to determine depth perception, peripheral vision, inspection for small parts; preparing and analyzing written or computer data, etc. Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with persons acting under stress. Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear).

FLSA Status

Exempt