IT Customer Success & Development Manager

City of Dothan•Dothan, AL

12d

About The Position

The IT Customer Success & Development Manager position is a member of the IT Leadership Team responsible for leading and managing Information Technology customer support, user adoption, training, and customer development initiatives. This position plans, develops, and manages enterprise-wide customer success programs, technical training initiatives, service improvement efforts, and end-user engagement strategies to maximize the use of Information Technology services and solutions in support of departmental goals.

Requirements

Graduation from an accredited college or university with an Associate’s degree in Information Technology, Computer Science, Management Information Systems, Project Management, or closely related field
Six (6) years recent experience managing a customer service center, help desk, service desk, technical support center, or similar customer-facing support operation, including responsibility for service delivery, customer satisfaction, performance metrics, staff supervision, escalation management, and process improvement
Two (2) years recent experience designing, developing, and delivering formal instructor-led training programs, including curriculum development, technical systems and application training, new employee onboarding, user adoption training, knowledge transfer, learning assessment, and technical skill development for end users and IT personnel.

Nice To Haves

Five (5) years recent government/municipal experience in delivering information technology project(s) preferred.
Graduation from an accredited college or university with a Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, Project Management, or a closely related field preferred.
Possession of current and valid Information Technology Infrastructure Library (ITIL): Managing Professional (MP), Strategic Leader (SL), Practice Manager (PM), ITIL Master; or Service Desk Institute (SDI) Service Desk Manager (SDM), or other customer service, training, leadership, or workforce development certification preferred.
Accredited through an agency recognized by the U.S. Department of Education (USDE) or the Council for Higher Education (CHEA).

Responsibilities

Leads and manages enterprise-wide Information Technology customer success, user adoption, workforce development, and service improvement initiatives.
Manages the Information Technology Service Desk, Help Desk, and customer support operations to ensure the effective delivery of technical support services and exceptional customer experiences.
Develops and administers customer success strategies, service standards, and performance objectives that align with organizational goals and Information Technology service delivery requirements.
Develops, monitors, and reports on service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction metrics, service trends, and operational effectiveness.
Designs, develops, coordinates, and delivers Information Technology training programs and learning resources, including instructor-led training, virtual training, instructional videos, e-learning content, technical systems training, and end-user technology adoption programs.
Develops, maintains, and administers enterprise-wide learning resources, including training libraries, knowledge management systems, user guides, technical documentation, knowledge base articles, standard operating procedures, and self-service support materials.
Conducts training needs assessments and develops workforce development strategies to improve employee knowledge, technical proficiency, and effective use of Information Technology systems and services.
Leads user adoption, communication, and organizational change management activities associated with Information Technology implementations, upgrades, and service enhancements.
Collaborates with Information Technology divisions, department leaders, vendors, and stakeholders to identify customer needs, service gaps, training requirements, and opportunities for continuous improvement.
Serves as the primary point of contact for customer experience initiatives, service improvement programs, training efforts, and user engagement activities.
Conducts customer satisfaction surveys, service reviews, feedback sessions, and operational assessments to identify trends, measure effectiveness, and recommend corrective actions.
Analyzes support trends, service requests, incident data, training effectiveness metrics, and customer feedback to identify opportunities for process improvement and operational efficiencies.
Establishes and maintains customer service, training, knowledge management, and documentation standards, methodologies, and best practices.
Participates in the planning, evaluation, testing, implementation, and adoption of new technologies, applications, and Information Technology services.
Coordinates with vendors, consultants, and service providers regarding customer support services, training resources, knowledge transfer activities, and technology adoption initiatives.
Develops recommendations for software, hardware, training technologies, learning platforms, customer engagement tools, and service improvement solutions based on business and operational needs.
Assists in the development and administration of departmental budgets related to training, customer success initiatives, service improvement programs, and learning technologies.
Manages and supervises assigned personnel; recruits, trains, assigns, directs, coaches, mentors, evaluates, and disciplines personnel.
Develops career development pathways, succession planning initiatives, employee growth opportunities, and professional development programs for customer support and Information Technology personnel.
Advises management regarding customer experience trends, workforce development needs, training strategies, service performance, and organizational readiness for technology change.
Performs related duties as assigned.

Benefits

Employees are required to complete Certification of Understanding & Condition of Employment/Promotion/ Transfer/Demotion forms (Personnel department).
Employees will also be required to complete an Information Technology Support Services Employee Confidentiality Agreement (IT department).
Possession of a valid driver's license and acceptable driving record.
Employees in this position are required to obtain and maintain ITIL 4 Foundation certification and the CompTIA A+ certifications within one (1) year of employment/promotion/demotion/transfer.
Employees are required to complete the Information Technology Support Services Employee Confidentiality Agreement (IT department).
Employees in this position are fingerprinted within 30 days of hire/promotion/transfer/demotion.
An applicant for this position is subject to various background investigations up to and including criminal, credit, past employment, and reference checks.
An applicant for this position is subject to extensive background checks (since the age of majority) to determine eligibility and ensure requirements are met for this position.
Employees in this position are required to complete and pass the Criminal Justice Information System (CJIS) security training and exam annually after the initial training.
Employees in this position must pass a criminal background check every five (5) years after initial/pre-employment.
Employees are required to submit to Drug and Alcohol testing in accordance with the City of Dothan policy, which includes pre-employment and random tests for the duration of employment in this position.
Must meet the City of Dothan’s employment physical standard, which includes drug/alcohol testing.