Client Services Manager

  • 301408

SUMMARY: Under general supervision, heads the client services group and directs technical staff; oversees cross functional work relations that is targeted to resolve technical issues affecting customers; performs related duties as assigned.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge skills, and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

DUTIES AND RESPONSIBILITIES: (which are not in any hierarchical order)
  • Responsible for supervising assigned staff to include hiring, performance reviews and disciplinary actions.
  • Conceives participates, and implements processes and procedures and improve operational efficiency.
  • Participates in the development and implementation of MIS policies relating to client services.
  • Researches and recommends purchases of computer hardware, peripherals, and software for all City desktop computers.
  • Assists in maintaining desktop and server application licensing requirements.
  • Maintains sound client service relationships in pressure/conflict situations.
  • Provides technical support to all City departments in resolving network and computer hardware or software issues.
  • Maintains a solutions database of technical issues affecting end users.
  • Evaluates new information systems products or services, and suggests changes to exiting products or services to better aide the end users in all departments.
  • Manages the work order management system software and its database; documents, tracks, and monitors work orders to ensure accurate and timely resolution.
  • Generates client services performance and metric reports for the Management Information systems (MIS) Support Group.
  • Oversees the creation network and email accounts, setting up laptops and desktops.
  • Oversees the administration and maintenance of internal systems programs such as Microsoft OS, Microsoft Office, Lotus Notes, Oracle and Pentamation licenses.
  • Knowledge of City, Federal and State rules and regulations related to telecommunications.
  • Knowledge of Management Information Systems methodology, principles and practices.
  • Knowledge of management and administration practices and procedures.
  • Knowledge and ability in the installation, maintenance, troubleshooting and repair of a variety of end user and network computer operating systems.
  • Knowledge and ability to operate basic general office systems that interface with peripheral computer equipment.
  • Skill in prioritizing, assigning, reviewing, and evaluating the work of others.
  • Skill in managing multiple projects, systems analysis, planning and organizing in a timely manner.
  • Skill in responding to telephone or on site inquiries related to troubleshooting computer and software problems.
  • Skill in accurately determining the hardware and software needs of the departments and end users.
  • Skill in utilizing written and verbal communication in the development of reports.
  • Skill in utilizing customer service and public relations techniques when responding to inquires and complaints.
  • Ability to supervise, motivate, and direct the work of professional and technical personnel and to evaluate training needs and objectives for technical staff.
  • Ability to communicate effectively, orally and in writing with all levels of management and external agencies to coordinate and implement departmental applications.
  • Ability to diagnose and resolve complex technical problems.
  • Ability to establish and maintain effective working relationships with those contacted in the course of work.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT: Works involves moderately heavy work in an office setting. There is frequent need to stand, stoop, walk, sit, lift objects (up to 50 pounds) and perform other similar actions during the course of the work day. The City of West Palm Beach promotes and maintains a drug/alcohol free work environment through the use of mandatory pre-employment and random drug testing for certain employees.

MINIMUM QUALIFICATIONS: Bachelor’s degree from an accredited college or university in Computer Science with course work related to Help Desk, and four (4) years experience in the installation of computer networking and communication equipment, or any equivalent combination of training and experience in client support management. Three (3) years of proven success in customer service and/or client relationship management overseeing professional technical staff are required. A valid driver’s license from any state (equivalent to a State of Florida Class E) may be utilized upon application; with the ability to obtain the State of Florida driver’s license within 30 days from day of appointment.

FLSA Code: E
Last revision date: October 2008
Overtime: No
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