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Customer Information Center Manager At Arizona Department of Public Safety

Location: Phoenix, Arizona

Job Description

Summary Statement

Under general direction, the Customer Information Center Manager is responsible for work of considerable difficulty in supervising the functions involved with Client-Server services, to include LAN/WAN technologies, network infrastructure support, stand-alone personal computers, client "help desk," and personal computer application user training. Performs related work as required. This is a competitive classification.

Must successfully complete the examination process.
Training & Experience Supplemental Questionnaire - Top 10 to QAB
Qualifications Appraisal Board - 100% weight

Essential Functions (not intended to be all inclusive)

1. Delegates work assignments to ensure that all assigned tasks are completed in a timely and efficient manner.

2. Supervises the L/WAN technicians to provide direction for state of the art L/WAN service and facilities, and to ensure service is available around the clock.

3. Reviews and approves all office automation requests to ensure that the customer is purchasing the correct products in compliance with the Department's policies.

4. Schedules employee work hours to ensure proper coverage for critical core hours in support of data processing customers.

5. Manages assigned project personnel to ensure projects are completed on time and within budget.

6. Evaluates employee's work performance to advise of the requirements and expectations of the position, provide feedback on performance, and communicate goals and objectives.

7. Develops, writes, updates and approves policies and procedures documentation to ensure daily functions and operations are accomplished efficiently and effectively and to ensure current training guidelines are followed and changes are implemented.

8. Prepares budget requests to ensure funding for future data processing activities and projects.

9. Conducts and/or participates in meetings to receive and provide current information on data processing projects and activities.

10. Oversees the activities of technical vendors and consultants to ensure that state contracts and vendor agreements are completed satisfactorily and on time.

11. Investigates trouble reports to ensure that proper attention and priorities are assigned to a problem.

12. Researches and resolves problems in response to users and vendors.

13. Writes detailed task plans for accomplishment of key projects.

14. Writes and disseminates meeting agendas/minutes to facilitate weekly meetings and to communicate project status to other sections of data processing.

15. Writes administrative reports to provide management and staff with information on unit activities.

16. Serves in the absence of the section manager to ensure the efficient operation of assigned work unit.

17. Provides technical expertise to assist the Human Resources Section in personnel selection functions for the unit, and interviews and selects job applicants for vacant unit positions.

18. Evaluates newly acquired software and hardware to ensure proper functioning according to department standards for personal computers. Provides engineering guidance and reviews implementation of all LAN/WAN services.

19. Reviews and prepares invitations for bids and requests for proposals to make recommendations on hardware and software selection processes and ensure the most cost effective solutions for the Department.

20. Prepares requisitions to generate purchases of data processing equipment for the Department to maintain state-of-the-art technologies.

21. Directs the development, design, re-design, implementation, and enhancement of mainframe network system software.

22. Approves and prioritizes technical changes to computer networks to include testing and implementation in an orderly and timely manner, and to reduce the chance of system failure.

Knowledge, Skills, and Abilities Required

Knowledge of:

1. the principles, capabilities and operation of modern information processing equipment (e.g. personal computers, mainframe terminals, laser printers, etc.).

2. the principles and practices of management.

3. the principles and practices of supervision for the purpose of providing direction, assigning tasks and ensuring work product is accurate and complete.

4. personal computer hardware and software.

5. applicable accounting policies and practices.

6. the functionality of network operating systems and their hardware components (e.g. modems, telecommunications links, hubs, controllers, gateways, routers, etc.).

7. the principles of team building/leadership.

Skill in:

1. communicating orally and in writing in a positive and productive manner with managers, peers, subordinate staff, vendors, users and the general public.

2. preparing and administering a budget.

3. recognizing and developing solutions to technical and administrative problems.

4. the use of computer (e.g. mainframe, UNIX, microcomputer, network, etc.) hardware and peripheral equipment (e.g. hard drive, disk drives, monitors, keyboards, printers, modems, etc.).

Ability to:

1. analyze information and make timely decisions.

2. work independently with minimal supervision.

3. prioritize and assign tasks to meet deadlines.

4. read and comprehend technical and non-technical materials.

Minimum Qualifications

Requires any combination of course work in computer science, management information systems, or a related field from an accredited college, technical school, or university and professional experience in LAN/WAN administration and/or personal computer support to total six (6) years, two (2) years of which must be in a supervisory capacity.

Note: One (1) year of work experience is equivalent to 30 semester (45 quarter) hours of course work from an accredited college or university.

Must successfully complete the examination process.

FLSA Status: Exempt