Technology Customer Support Manager

Technology Customer Support Manager

Salary and Benefits Technology Customer Support Manager Salary: $81,157/year Individuals hired in this position have the opportunity to progress up to $121,735/year, which is the maximum salary for this position as of December 2025. Benefits: Full City Benefits Package. The City of St. George covers 100% of the premiums for the High Deductible health plan for full-time employees and their qualified dependents. New hires also receive 2 weeks of vacation time during their first year of employment, one of which is available to the employee the first day of employment. To find out more about our benefits package, please visit our website at careers.sgcity.org.

Position Summary This role owns how City of St. George employees work every day by delivering a reliable, secure, and efficient technology experience. This position will be part of a team that modernizes local government, supports the technology that City staff rely on to serve our community, and fulfills the City's mission: We provide services that focus on people and advance a thriving community.

Essential Functions/Typical Working/Mental Demands/Working Conditions (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

1. Uses industry standards and innovative approaches to provide a world-class customer experience strategy to the employees of the City of St. George.
2. Designs, implements, measures, and manages processes to streamline the customer support experience.
3. Works with city departments to conduct technology systems analysis and needs assessments.
4. Assists with installing, troubleshooting, and evaluating a variety of stand-alone and systems equipment.
5. Identifies training needs for city employees and works with the technology staff to advance and/or provide training for technology services.
6. Conducts customer service assessments, quantifies results, and implements improvement strategies.
7. Leads a team of support technicians tasked with providing city-wide technical assistance related to computer hardware, software, user accounts, and other peripherals, such as printers.
8. Hires, mentors, coaches, evaluates, schedules, and disciplines Tier-1 and Tier-2 I.S. technicians.
9. Assigns ownership for incidents and problems to other division employees and ensures completion.
10. Acts as project and change manager for technology projects.
11. Plans, directs, coordinates, and reviews service requests assigned to the technology division.
12. Coordinates cross-training opportunities between support technicians and other technology employees.
13. Identifies, recommends, implements, and maintains technology automation opportunities.
14. Evaluates software and tools to bring efficiencies to the help desk.
15. Monitors equipment enhancements and computer industry advancements to determine need and feasibility of technology upgrades, replacements, and innovation.
16. Maintains an accurate hardware and software inventory and recommends new equipment.
17. Evaluates and negotiates bids and contracts with vendors.
18. Provides input into the budget process for technology. Manages funds allocated to assigned projects.
19. Suggests technology projects and recommends priorities.
20. Works with the city's purchasing department to procure technology products within city policies.
21. Maintains and contributes to a technology knowledge base.
22. Advises on technology policies, procedures, and standardizations across the city.
23. Performs other related duties as required.

Typical Physical/Mental Demands/Working Conditions Comfortable working conditions. Intermittent sitting, standing, and walking. Uncomfortable conditions may include stooping, crouching, bending, climbing, etc. Ability to lift or move medium to heavy weights up to 50 pounds. Exposure to stress as a result of human behavior and irregular working hours required to get equipment or programs set up or repaired under department time constraints.

Qualifications Education: Bachelor's degree in computer science, Management Information Systems (MIS), mathematics, business management, or related fields. Experience: Minimum of four (4) years full-time experience in computers and information systems and two (2) years in a supervisory role. Education and experience may be substituted on a year-for-year basis. Preference given for systems analysis, IT Service Management frameworks or practices (such as ITIL), and project management experience. Licenses and/or certifications: Possess a valid driver's license. A valid Utah Driver's License must be obtained within 60 days of hire and be maintained throughout employment.

Knowledge, Skills, and Abilities Knowledge of: Computer information systems analysis and design principles and techniques. Recent innovations in information technology systems. Basic strategic planning and budgeting principles and practices. Agile and waterfall project management principles. G-Suite. Fundamentals of workstation, mobile device, software, and peripheral management and troubleshooting. Ability to: Communicate well—both verbally and in writing—with other technology division employees, non-technical employees, executive staff, project stakeholders, vendors, and citizens. Think creatively and critically to recommend and implement technology solutions across the city. Analyze long-range technology needs for City employees. Design, set up, deploy, troubleshoot, and decommission new and existing technology. Troubleshoot hardware/software to determine problems and suggest solutions or alternatives. Establish and maintain effective working relations with elected officials, department heads, division managers, coworkers, subordinates, the public, vendors, and employees of other jurisdictions. Adapt and encourage technological change and innovation. Remain productive with minimal supervision. Respond to requests for information in a timely manner. Prioritize responsibilities.

Benefits for full-time employees Health Care The City of St. George covers 100% of the premiums for the High Deductible health plan for full-time employees and their qualified dependents. The City also offers two Traditional medical plans. Employees have the option to upgrade to one of the City's Traditional medical plans with a lower deductible by paying a premium for the selected plan. The City also offers voluntary benefits including dental insurance, vision insurance, flexible spending and health savings accounts, and retirement savings plans at the employee's cost and discretion. Health care coverage begins the first day of employment. Retirement The City fully funds an employee pension plan through Utah Retirement Systems for each active full-time employee. Paid Time Off Paid time off (PTO) hours are accrued according to the number of hours paid. Based on a full 40-hour work week, paid time off is accrued as follows: 2 weeks for years 0 through 3.99, 3 weeks for years 4 through 11.99, and 4 weeks for 12+ years. Holidays The City has 13 paid holidays each year. If unused, holiday time can be used as Paid Time Off. Sick Leave The City provides 12 days of sick leave each year. You can accrue sick leave without limit. Life Insurance All active full-time employees enrolled in the employer sponsored medical plan are provided with $50,000 worth of life insurance. Spouses and dependents are provided with $5000 and $2500 respectively. Full-time employees are also provided with an AD&D policy for $50,000. Long Term Disability All active full-time employees enrolled in the employer sponsored medical plan are provided with LTD insurance benefits. Educational Assistance Program The City offers a reimbursement of 75% of the tuition and required student fees, up to $2,000 per fiscal year, for pre-approved courses for full-time employees when the employee meets the eligibility requirements. This reimbursement is not a guarantee, it is subject to the approval of the Department Head. Reimbursement will be reduced by any other financial aid that does not have to be repaid, such as the GI Bill, scholarships and grants. Employee Assistance Program The City offers an Employee Assistance Program to give full-time employees an additional level of support for personal, financial, and family issues. The Employee Assistance Program is 100% Confidential, offers a 24/7 Crisis Support Line, and there are no limits for sessions with a licensed counselor. Recreation Benefit Free or discounted access to all 4 City Golf Courses, swimming pools and Recreation Center is available to all full-time employees. Note: Golf course privileges are based on availability. Employees can book a tee-time within 24 hours or the same day, but may be turned away if there are no available tee-times. If you happen to be golfing with at least 2 paying customers; tee times can be set with more advance notice, but are still based on availability. Red Hills Golf Course will not be available to schedule tee times in advance --- walk on play based on availability only. Voluntary Benefits Short-Term Disability, Supplemental Life Insurance, Accidental Death and Dismemberment Insurance, Accident Insurance, and Hospital Indemnity Insurance; each are available on a voluntary basis to all Active Full-Time employees enrolled in an employer sponsored medical plan.