Job 2952 Field Support Manager II

Arizona Department of Administration • Phoenix, AZ

2d • Hybrid

About The Position

This position will lead and manage the statewide Desktop Support team responsible for providing technical assistance, troubleshooting, and operational support for end-user computing devices, iOS mobile devices, peripherals, Microsoft 365 services, Audio/Visual systems, collaboration platforms, and court-specific applications. This position ensures reliable support for deployed technologies and emphasizes continuous improvement, process optimization, automation opportunities, and strong collaboration with IT Procurement to ensure the timely acquisition of equipment. The ideal candidate brings experience supporting large device refresh projects and serves as a champion for AI-enhanced solutions that improve productivity, efficiency, and end-user experience.

This position will maintain strong knowledge of Audio/Visual systems used in courtrooms, conference rooms, and hybrid meeting spaces, including support for Teams, Zoom and court recording solutions such as Liberty and FTR. Serve as a liaison with multiple vendors, coordinate projects following standard Project Management Procedures and Methodology, and monitor operational metrics, analyze trends, and generate performance reports.

Public Service Loan Forgiveness (PSLF) Program qualified employer.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• At least five years of experience, including supervisory experience or the equivalent.
• Experience supporting desktop environments.
• Experience supporting iOS devices.
• Experience supporting Microsoft 365 applications and services.
• Experience with Audio Visual concepts and technology.
• Knowledge of ITSM principles and support methodologies.
• Strong communication skills across all levels of staff and leadership.
• Ability to collaborate with procurement teams for accurate ordering and lifecycle planning.
• Ability to diagnose and resolve complex technical issues.
• Currently authorized to work in the United States on a full-time basis.
• Possess and maintain a valid Arizona driver’s license.

Nice To Haves

• Extensive knowledge of court operations.
• Familiarity with AI-enhanced support tools and process automation.
• Experience documenting workflows with structured or modern process-mapping tools.

Responsibilities

• Lead and manage the statewide Desktop Support team.
• Provide technical assistance, troubleshooting, and operational support for end-user computing devices, iOS mobile devices, peripherals, Microsoft 365 services, Audio/Visual systems, collaboration platforms, and court-specific applications.
• Ensure reliable support for deployed technologies.
• Emphasize continuous improvement, process optimization, and automation opportunities.
• Collaborate with IT Procurement to ensure timely acquisition of equipment.
• Support large device refresh projects.
• Champion AI-enhanced solutions to improve productivity, efficiency, and end-user experience.
• Maintain strong knowledge of Audio/Visual systems used in courtrooms, conference rooms, and hybrid meeting spaces, including support for Teams, Zoom and court recording solutions such as Liberty and FTR.
• Serve as a liaison with multiple vendors.
• Coordinate projects following standard Project Management Procedures and Methodology.
• Monitor operational metrics, analyze trends, and generate performance reports.

Benefits

• Accrued vacation pay and sick leave
• 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
• Option of a full-time or part-time remote work schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Manager