Arizona Department of Revenue



1600 W. Monroe, Phoenix AZ 85007

Open Position as of September 4, 2013

www.azstatejobs.gov
Service Desk Manager

Salary Range: $70,000 - $85,000

The Department of Revenue is a state agency that exists to administer the tax laws of the State of Arizona processing over 5 million tax returns and depositing over 4 million individual payments of over $11.9 billion a year. The Service Desk Manager is the primary point of contact and escalation for all service desk issues as well as provides management and resource utilization statistics to all Help Desk Technicians. Work with Business Analyst's and customers in establishing effective and achievable SLA's. Identify Key Performance Indicator’s for the Service Desk and ensure that the incident management system is being used to manage, monitor and report on the performance of the Service Desk and IT Teams. Ensure staff has the appropriate tools, processes, and training required to perform their role. Establish training and performance plans for staff. Complete year-end performance appraisals. Mentor and lead staff for continual improvement and skills advancement, while building strong, collaborative relationships within team and amongst other team members.

Additional Requirements:


 Responsible for the management and monitoring of purchase requests and inventory for hardware and software to ensure software license compliance

 Develop and implement Service Desk industry best practices for customer interaction, response times, escalation procedures, resolution, customer feedback / survey of Service Desk performance.

 Demonstrated record developing, documenting, and improving processes

 Experience managing technical and process-oriented teams with demonstrated record of driving employee performance, accountability, and results.

 Proven analytical and problem-solving skills, Ability to research and analyze information

 Excellent organizational skills are required in order to effectively prioritize and execute tasks.

 Ability to effectively communicate, both orally and in writing, with customers and staff at all levels.

 Ability to lead, motivate, and coordinate team members to meet business expectations in a fast paced, dynamic environment

 Abilities in defining and implementing performance measurements (metrics).

 Ability to listen and respect the opinions of others.

Typical Skills and Qualifications:

 Bachelor's degree from four-year College or University with an emphasis in Computer Science, Information Systems preferred or equivalent experience required.

 Minimum five (5) years of experience in IT support or customer service.

 Minimum three (3) years of experience in Service Desk management function.

 Thorough knowledge of PC software packages including, but not limited to Microsoft Office, Microsoft Windows, Microsoft applications, hardware, peripherals and other software utilized.

 Technical knowledge of information systems (IS) including in-depth understanding of IS terminology, networking and security fundamentals

 Full understanding of Software Development Life Cycle, Strong understanding of ITIL processes



We offer a comprehensive benefits package that includes vacation, sick leave, 10 holidays per year; health/dental/vision insurance; short/long-term disability; retirement plan; life insurance; Optional employee benefits include deferred compensation, flexible spending account for medical/dependent care expenses and supplemental life insurance. We participate in the Arizona State Retirement System (ASRS). Enrollment eligibility will become effective after 27 weeks of employment for newly hired State of Arizona employees