SERVICE DESK MANAGER

Department of EducationThe Arizona Department of Education is a service organization committed to raising academic outcomes and empowering parents.Service Desk ManagerJob Location:Address: Information Technology DivisionPhoenix, AZ 85007Posting Details:Salary: $102,000 - $107,000Grade: 26Closing Date: 1/3/25Job Summary:• Responsible for the management and supervision of the the Service Desk and Desktop Services functions and staff including but not limited to: Implements and follows best practices for Service Desk and Desktop Services functions including customer service, Endpoint Asset Management, Endpoint Vulnerability Management, Change Management, and Service Request/Incident/Problem Management.• Occasional in-state travel is required for this position.The Arizona Department of Education currently utilizes a hybrid work environment, with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work in-office up to five days per week as business needs necessitate.Job Duties:• Provide management and supervision to the Service Desk and Desktop Services functions staff with goals, assignments, progress reviews, mentoring, and coaching through one-on-one meetings, management of annual reviews, and daily team coordination meetings.• Responsible for recruiting and hiring resources as needed to fulfill Service Desk and Desktop Services staff.• Identifies, socializes, and implements process improvements.• High-level of customer service to achieve goals related to response time, customer satisfaction, and operational efficiency.• Endpoint Vulnerability Management including collaboration with other IT teams (security, infrastructure, applications, PMO) and business functions to ensure a secure working environment for the agency.• (Critical) Incident Management utilizing assessment, tracking, and communications through the Service Desk function and organizational tools and processes.• Problem Management (Root Cause Analysis) utilizing organizational tools and processes.• Endpoint Asset Management including inventory management processes and utilization of technologies to ensure agency equipment standards and practices are maintained.• Proactively ensure that endpoint inventory records for agency hardware and software inventory are accurate including operations and movement and physical inventories on a recurring basis.• Lead and collaborate with program area leadership for physical inventories.• Obtain and approve vendor quotes per request from budget owners.• Change Management: Collaborates on or leads research, configuration, and testing of new endpoints and software to provide solutions and meet agency standards prior to agency wide adaptation.• Provides proposals and manage implementations of agency wide desktop technologies.• Monitor analytics to ascertain metric driven goals.• Collaborate with ADOA-AZNET for all operational and project based work including Jabber (soft-phone), Genesys call centers, conference, and physical phone requirements and agency-wide needs.• Interprets policies, develops and implements standards, procedures, and standard work.• Other duties as assigned as related to the position.Knowledge, Skills & Abilities (KSAs):Knowledge in:• Best practices for Service Desk and Desktop Services functions including Customer Service, Endpoint Asset, Endpoint Vulnerability, Change and Service Request/Incident/Problem Management• Working knowledge of industry tools and technologies including, but not limited to, call center products, drive encryption technologies, patching and device management products, directory services, installed and cloud based business productivity suites; (Absolute, SCCM, InTune, Tanium, Active Directory, Office365, SharePoint, Jabber or similar products)• Broad and generally deep understanding of all facets of management and leadership, as well as a vision for the Service Desk and Desktop Services functions including recommendations for process improvements• Strong understanding of supply-chain / inventory / purchasing practices• Interprets policies, develops and implements standards, procedures, and standard work• A Bachelor’s degree plus five or more years of related experience or equivalent experience to substitute for the degree, is required.• Applicants must have supervisory experience.Skills in:• Strong customer service skills; responds promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations; fosters relationships.• Excellent interpersonal, written/verbal communication and leadership/supervisory skills.• Expert troubleshooting and system administration skills including problem analysis for technical and business process issues.• Intermediate to advanced skill in using Microsoft Outlook, Word, and Excel.Demonstrated ability to:• Balance, prioritize, and organize multiple tasks.• Work collaboratively in teams and across organizations.• Solicit feedback and adjust plans accordingly.• Build strong relationships inside and outside the organization.• Apply creative solutions to business problems to ensure business needs are most effectively met.• Understand and anticipate needs and priorities of both internal and external customers.• Learn new technologies and processes and identify gaps to work towards highly effective solutions.• Evaluate and test emerging technologies.Selective Preference(s):Pre-Employment Requirements:Offers are contingent upon successful completion of all background and reference checks, required documents and, if applicable, a post-offer medical/physical evaluation.If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).Benefits:The State of Arizona provides an excellent comprehensive benefits package including:• Affordable medical, dental, life, and short-term disability insurance plans• Top-ranked retirement and long-term disability plans• Ten paid holidays per year• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years• Sick time accrued at 3.70 hours bi-weekly• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).• Deferred compensation plan• Wellness plansLearn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits pageRetirement:You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment, subject to waiting period. On or shortly after, your first day of employment you will be provided with enrollment instructions and effective date.Contact Us:The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-3186 or emailing Human.Resources@azed.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation.