EUS Central Office Section Manager (IT Manager I)

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Under limited supervision, the Endpoint User Service (EUS) Central Office Section Manager directs the activities of information resource professionals in the delivery of customer support services to include the installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition, replacement, and delivery of agency endpoint and peripheral devices.  To include window devices, iOS mobile devices, managed printers, and other devices that hold data.   Diagnoses and repairs complex problems in response to customer-reported incidents. Promote and support collaborative services through customer service, continuous improvement, device life cycle, and tracking of customer service requests to resolution meeting service level agreement timeframes.  Adhere to State and agency IT Security polices and standards.   Primary focus on supporting agency staff and facilities located and associated with the Central Office and centralized customer support services.

• Manage staff and contractors to provide customer support services associated with enterprise applications, operating systems, endpoints, and peripheral devices, including installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition, and replacement.   Ensure maximum efficiency, optimization, security compliance, and uptime for these devices and supporting environments. Ensure end point hardware and software are on supported versions through the device life cycle.  Responsible for centralized customer support services to include telephony, managed print, and other solutions as assigned.  Ability to establish and maintain working relationships with customers, technical staff, management, and vendors.
• Works with staff to provide Tier 1 and Tier 2 customer support services associated with customer reported incidents and service requests.  Coordinate with other IT staff and vendors to troubleshoot and resolve highly complex software and hardware issues.  Document and track in agency ITSM. 
• Maintain in-depth knowledge of the agency's products, computer environments, platforms, and technologies. Evaluates the customer business needs and recommends solutions following state and agency standards.   Assesses project progress and is held accountable for results.  Directs the preparation of project reports for customers.  Work with customers and IT staff to maintain IT asset inventory and device life cycle.
• Coordinates, designs and promotes strategic initiatives to improve the agency's overall operation and core values.   Serves as senior expert and consultant to Central Office.   Hold regularly scheduled meetings to ensure alignment with business and technical needs.  
• Maintain awareness of infrastructure technology trends and changes.  Maintain knowledge and adhere to agency IT policies, processes, and procedures in the delivery of customer support services and make recommendations to improve operational excellence. 
• Other duties as assigned.