Job Title

Job Family

Job Code

Job Exempt

Client Services Supervisor

Seiu_Supervisory

CIS02

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

S09

Salary

$34.34

$45.50

$56.66

Job Description

Performs supervisory and professional work and is responsible for the coordination and oversight of the resources, projects, and daily tasks for IT client services. Acts as a liaison between IT, management, and client departments. Works in a team environment, as well as autonomously, to resolve problems efficiently and expeditiously within the City of Orlando. Partners with business leaders to understand and enable business objectives that maximize the business value of IT investments and services. Manages a team that delivers strategic and operational business consulting, tactical project management, and process improvement services for the city. Work is performed under the general supervision of the Computer Operations Manager. Performance is reviewed through conferences, written reports, and the achievement of goals and objectives.

Minimum Qualifications:

Bachelor's Degree in Computer Science, Business Administration, or a related field and five (5) years of progressive IT management, project management, or business relationship management experience; or an equivalent combination of education, training, and experience. Must pass police background investigation. Project management certification desired.

Responsibilities

EXAMPLES OF WORK PERFORMED:
Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Manages business partner relationships and serve as a strategic partner between IT and clients.

Represents business needs and interests within IT, ensuring alignment between IT and your assigned business areas.

Maintains detailed knowledge of key business processes and systems.

Analyzes business systems and processes, identifies opportunities for efficiency and productivity improvements, engages discussions on improvements, and coordinates with other IT managers on implementation.

Builds awareness of IT services and capabilities to the city and ensures IT support needs are being met.

Works with business leaders to document tactical and small project requests and respective input for project prioritization.

Works with partner organizations within IT, as well as other teams, to ensure smooth coordination and communication of tactical projects and city-wide support and service delivery.

Collaborates with the business and IT partner organizations on project coordination and management.

Provides a high level of customer service to constituents.

Establishs effective supervisory relationships.

Establishs effective working relationships with users.

Provides Information Technology project planning, research, cost estimation, and task support.

Works under pressure of deadlines and to work different work schedules.

Assists in the development of strategic plans for the acquisition, installation, and maintenance of network systems, software and hardware.

Effectively counsels a wide customer base on computer information requests, services and needs, upgrades and enhancements.

KNOWLEDGE, SKILLS AND ABILITIES:

Good technical knowledge.

Ability to provide quality customer services, technical support, or IT environment support, in a technology-oriented organization.

Ability to learn and apply new skills and processes quickly, as well as coach, mentor, and influence others to do the same.

Skilled in team management with customer focus and service orientation.

Ability to work in process-driven environments, as well as in contexts where consultation with colleagues, taking initiative, and judgment calls are necessary.

Ability to communicate courteously and effectively with customers, third-party vendors, and IT staff.

Good written and verbal English language skills.