CHIEF OF Customer Support Services - 42004276

Chief Of Customer Support Services - 42004276

The Bureau of Customer Support Services provides internal and external customer support for: Information Technology (IT) Support Services and Desktop Support Services, including, but not limited to, support for desktop office productivity software, deployment and configuration of desktop management software, mobile device support, support of the Florida Department of Agriculture and Consumer Services (FDACS) business-specific applications/software/hardware, configuration and delivery of new computers. This position will report to the department Chief Technology Officer (CTO).

Plans, coordinates and monitors operations of the Help Desk, desktop support and second level support staff to measure, assess effectiveness and modify (if necessary), processes to achieve measurable customer service expectations. Formulates policies, procedures and standards, and assists with preparing the Office of Agriculture Technology Services (OATS) budget. Coordinates the development and maintenance of long-range plans to most effectively meet FDACS customer service requirements.

Works closely with divisions and offices, IT management, the Department of Management Services (DMS) and vendors to assure the availability and compatibility of products and services. As bureau chief, reviews, analyzes, and defines end user problems and applies accepted management principles and techniques to improve service delivery. It is the responsibility of this position to develop technical documentation and standards to ensure effective implementation, operation and evaluation of automated or manual service solutions.

Plans, coordinates, and implements asset management processes and procedures that cover all phases of IT assets' lifecycle including procurement, operation, retirement and disposal. Takes leadership role in managing related contracts and vendor relationships. Actively participates in programs related to security and disaster recovery.

Performs related work as required, which will include, but not limited to, adherence to the policies and procedures of the Department's Information Resource Security Program (Chapter 8 - Department's Supervisory Manual). Allocates time as requested for Disaster Recovery activities.

Responsible and accountable for managing budget/dollars/resources (staff, vehicles, computers, cell phones, etc.) of any assigned programs in an efficient and accountable manner. Responsible for ensuring that assigned program areas have operational procedures and processes which result in accountability and compliance with division and department policies and procedures.

Knowledge of the principles, practices and techniques of computer technology. Knowledge of project control and cost estimating techniques. Knowledge of personnel principles. Knowledge of the principles of budget preparation and administration. Ability to supervise people. Ability to evaluate and resolve user problems. Ability to do short-range and long-range program and project planning. Ability to determine work priorities, assign work and ensure proper completion of work assignments. Ability to establish and maintain effective working relationships with others. Ability to understand and apply applicable rules, regulations, policies and procedures. Ability to make decisions in a timely manner.

Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including: Annual and Sick Leave benefits; Nine paid holidays and one Personal holiday each year; State Group Insurance coverage options, including health, life, dental, vision and other supplemental insurance options; Retirement plan options, including employer contributions; Flexible Spending Accounts; Tuition waivers; And more! For a complete list of benefits, visit www.mybenefits.myflorida.com. For an estimate of the total compensation package for this position, please visit the "Total Compensation Estimator Tool" located above under the "Posting Closing Date."

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.