Agile Resources, Inc. · 1 week ago
Senior Manager, IT Customer Support
Arizona, United States
Contract
Hybrid
Senior Level, Lead/Staff
8+ years expAgile Resources, Inc. is seeking a Senior Manager, IT Customer Support to lead all customer-facing IT services for the company. This role oversees the IT Service Desk, desktop support operations, and client device management, focusing on continuous improvement of IT service delivery and alignment with security initiatives.
EmploymentIT ManagementRecruitingStaffing Agency
Responsibilities
Lead all customer-facing IT services for the company
Oversee the IT Service Desk, desktop support operations, and client device management across the agency
Be responsible for continuous improvement of IT service delivery, maturing IT Service Management (ITSM) processes, and ensuring IT customer support services are efficient, reliable, and closely aligned with the CISO’s security initiatives to protect taxpayer data and agency assets
Qualification
Required
Minimum of 8 years of progressive experience in Information Technology
At least 3 years of management and supervisory experience overseeing IT service desk, help desk, or technical support operations for an organization with 1,000+ users
Experience developing and managing ITIL-based ITSM processes, including Incident, Request, and Knowledge Management
Proficient with enterprise-level ticketing systems such as ServiceNow, Zendesk, Cherwell, or SolarWinds Web Help Desk
Combination of education and experience meeting required KSAs
Minimum of 8 years of progressive IT experience
Minimum of 3 years managing IT service desk, help desk, or technical support teams for organizations with 1,000+ users
Experience developing and managing ITIL-based ITSM processes
Experience implementing a Virtual Desktop Environment
Strong understanding of management, leadership, and IT customer support operations
Broad knowledge of infrastructure technologies and enterprise applications
Strong understanding of organizational policies, tools, and interdependencies
Knowledge of Windows, macOS, enterprise networking, security practices, and remote support technologies
Understanding of Virtual Desktop technologies
Strong verbal, written, and interpersonal communication skills
Excellent organizational and time management skills
Ability to manage multiple priorities in high-pressure environments
Project management skills, including leading teams without direct authority
Proficiency with Microsoft Office, Google Workspace, and enterprise ticketing systems
Ability to pass Arizona tax compliance and FBI fingerprint background checks
Ability to contribute to strategic planning, budgeting, and executive reporting
Ability to work independently and collaboratively
Ability to handle confidential information appropriately
Ability to build, motivate, and retain high-performing teams
Strong analytical and problem-solving skills
Ability to lift up to 20 pounds occasionally
Office-based work environment with minimal exposure to adverse conditions
Preferred
Bachelor's degree in IT, Computer Science, or related field
ITIL certification (ITIL 4 Foundation or higher)
Experience leading leaders
Experience in state or local government or regulated environments
Experience with Enterprise Service Management platforms such as ServiceNow or Cherwell
Experience with Continuous Improvement or Lean methodologies
Company
Agile Resources, Inc.
Agile, a GEE Group Company (NYSE: JOB), is an innovative IT staffing and consulting firm that speeds time to talent by matching great people to great opportunities, enabling our clients to drive business results and create competitive advantage.
51-200 employees
H1B Sponsorship
Agile Resources, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2022 (5)
2021 (3)
2020 (2)
Funding
Current Stage
Growth StageCompany data provided by crunchbase