Job Description

Our IT Department is looking for a candidate to join their team as the new Customer Support Manager. As an IT Customer Support Manager, you will lead a dynamic team to deliver exceptional technical support and customer service. Your role involves overseeing day-to-day operations, fostering a customer-centric culture, and implementing strategies to enhance IT support efficiency. At the City, we are committed to employing individuals who reflect our community's diverse backgrounds and this position is crucial in the success and strategic direction of a growing and evolving community. We appreciate and leverage the vast experience individuals bring beyond the technical requirements of a job. If you are an individual with similar experience listed here please consider applying. Experience and skills combined with commitment to our core values is key to building a greater community now and for the next generation. About our Community Nestled in the heart of Iowa, Cedar Rapids is our vibrant and diverse community known for its rich history, culture, and natural beauty. Our city has a strong sense of community which can be seen at any of our numerous parks, recreational opportunities, and family-friendly events year round. You can also explore our thriving downtown district, filled with shops, restaurants, and entertainment options, or take a stroll along the Cedar River, which runs through the heart of the city. Cedar Rapids - Why you should live here! About this Opportunity Oversees department Service Desk operations and processes. Assists with the department's budget and oversee the purchasing and billing procedures. Serves as Customer Relationship Manager between the Information Technology Department's internal and external supported business units.

Essential Job Duties

• Manages day to day activities of the Customer Support Division, including developing programs and project management of division projects.
• Oversees Service Desk operations and procedures. Administers On Call Critical Services Program. Develops change, problem, asset, and communication processes and programs.
• Supervises the work of assigned personnel, including assigning and reviewing work, providing guidance, and conducting performance evaluations.
• Assists with the department's budget. Oversees purchasing and billing procedures.
• Manages vendor contracts by identifying needs, cost analysis, reviewing specifications.
• Conducts Customer Relationship Management (CRM) Meetings to understand business needs, priorities, projects, and day to day operations for business analysis.
• Provides strategic planning and measurements for Customer Division and Service Desk Operations.
• Performs related work as required.

Required Education and Experience

• Bachelor's degree from an accredited college or university in Business Administration or a related field and
• Five (5) to seven (7) years of customer service and computer experience or
• An equivalent combination of education and/or experience
• Clear and effective communication skills and positive interpersonal skills
• Proficiency with Microsoft Office
• Ability to work collaboratively with a diverse population

• Information Technology Infrastructure Library (ITIL) certification or ability to achieve it within 2 years.
• May be required to obtain Iowa NCIC certification based on work assignment.

• None

Additional Information

Work Schedule: Monday-Friday 7:30am- 4:30pm

Equal Opportunity/Affirmative Action Statement The City of Cedar Rapids is an equal opportunity/affirmative action employer. All job applicants will receive consideration for employment free from discrimination on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Applicants with Disabilities We respect and value people with disabilities and are committed to providing a workplace culture of disability inclusion. People with disabilities are supported during the hiring process and are encouraged to apply for employment with the City of Cedar Rapids. In support of the Americans with Disabilities Act, reasonable accommodations will be provided to those in need of assistance with the application and interview process. To request an accommodation, contact the City's Human Resources department by phone at 319-286-5000 or by email at hr@cedar-rapids.org.

We offer benefits and beyond for our employees and their families!

The City of Cedar Rapids provides outstanding pay, benefits, time off, including:

• Medical co-insurance for participating providers of 90% plan / 10% employee
• Iowa Public Employee's Retirement Pension plans (IPERS) (Download PDF reader) (Download PDF reader) with a 9.44% City contribution and 6.29% employee contribution
• 11 paid holidays per year
• Up to $3,000 per year in educational assistance
• 4 weeks of paid parental leave
• Public Service Loan Forgiveness - (The PSLF program forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments while working full-time for a qualifying employer. See more info here. )
• Generous flex leave (paid-time off)
• Annual pay increases
• Typically receive annual cost of living increase depending on budget
• 100% City paid basic life insurance
• Dental, vision, long-term disability, and supplemental life insurance
• Commitment to professional development
• View our non-bargaining Choice Plan Benefits Summary (Download PDF reader)

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