Leg-Tech Careers

Available Positions

Customer Support Group Manager

Customer Support Group Manager


SALARY:$100,000.00 - $140,000.00 Annually
OPENING DATE: 08/19/19
CLOSING DATE: Continuous

DESCRIPTION:

The Legislative Service Center, also known as LEG-TECH (pronounced 'LEDGE-TECK') is the non-partisan technology solutions provider for the Washington State Legislature. We are a team of highly competent technology professionals committed to consistently meeting or exceeding customer and team expectations with innovative products and services. Our team is passionate about technology and aims to provide a world-class IT customer service experience. Whether it takes the form of back-end infrastructure services, hardware and software troubleshooting, application development, supporting our hybrid cloud/on-premise environment, direct front-line customer support, help desk or training, we support a connected Legislature.

Our Customer Support Group team members work closely with our valued customers and internal stakeholders to provide front line desktop and mobile support to the entire Legislature and nine legislative agencies. We are a small team that responds to our customers' needs with expert consulting and timely problem solving to keep the legislative process moving.

We are looking for a people-oriented, customer-centric, outcome-focused individual to lead a team of six House and Senate Computer Support Facilitators (CSF) who support legislative staff and elected members with their IT needs. Our ideal candidate will be an outgoing, proactive, empathetic problem solver with strong facilitative leadership skills.

To find out more about LEG-TECH please visit our website

DUTIES:
Customer Support Manager Description
The primary role of the Customer Support Group Manager (CSG Manager) is to ensure their team is meeting or exceeding customer and team expectations within budget. The CSG Manager coaches and mentors team members, oversees projects, leads customer discussions, develops strategies, and assists in the day-to-day operations of their teams.

Some of the Things You Will Enjoy Doing in this Role:

  • Demonstrate and grow your facilitative leadership skills and your customer service experience by leading our support team.
  • Exercise your customer service skills by helping your team provide services that consistently exceed customer expectations
  • Provide vision and direction to the support team and stakeholders by defining service growth opportunities
  • Work with customers and internal stakeholders to understand business needs and provide innovative solutions to meet those needs
  • Take on an active role in mitigating impediments impacting successful team completion of tasks and projects
  • Lead your team by focusing on outcomes to achieve results
  • Exercise your collaborative leadership skills as part of our leadership team as we set agency direction and policies as they relate to legislative technology and customer and team satisfaction
  • Grow and mature our customer support and direct service disciplines by demonstrating your senior customer service skills in a leadership role
  • Foster a change-oriented culture focused on delivering high quality solutions

Our Ideal Candidate

  • Combines enthusiasm for working with people with a customer-centric viewpoint
  • Demonstrates a commitment to continuously developing their skills as an engaged, facilitative team leader
  • Understands that the role of a team lead is to support their team by combining an empathetic approach with the ability to clearly identify and articulate outcomes and action plans to achieve those outcomes
  • Appreciates the value and contributions of others around them
  • Understands the contributions of all team members and works to bring out the best in the team members they lead and support
  • Is open to new ideas and appreciative of other perspectives put forth by both members of their team and customers
  • Can understand customer needs and anticipate emerging demands
  • Is capable of developing staffing and process improvement plans to meet customer and team expectations
  • Has an ability to process new, complex information and collaborate with customers and our technical staff
  • Is comfortable operating in a fast-paced, constantly changing landscape
  • Can quickly come up to speed and understand the unique aspects of the Legislature and appreciate the business drivers for legislative technology
  • Conveys a professional demeanor in dress, appearance, communication and attitude

QUALIFICATIONS:

  • 5+ years experience in managing and leading customer service teams
  • 2+ years professional experience in providing customer service in information technology
  • Strong interpersonal skills
  • Excellent organizational and time management skills
  • Demonstrable experience in leading process improvements as it relates to meeting customer and team expectations
  • Creative thinking capable of formulating, communicating and obtaining buy-in on a vision
  • Understanding of contemporary technology and technology practices
  • Proven ability to operate at both tactical and strategic levels
  • Outstanding communication and presentation skills
  • Sharp analytical and problem-solving skills
  • Proficient in Microsoft Office suite of tools

This position will require long hours or weekend work during the legislative session, special session, and/or pre-session preparations.

SUPPLEMENTAL INFORMATION:
Interested candidates should submit the following:

  • A letter of interest describing applicable qualifications, experience, and why you are interested in this position
  • A résumé detailing the name(s) of employer(s), length of employment, position titles and scope of responsibilities

Submit paperwork to:

Legislative Service Center
106 11th Ave. SW, Suite 2400
Olympia, WA 98501
Attn: Personnel or e-mail to:
personnel@legtech.leg.wa.gov

SELECTION PROCESS

Screening will begin immediately and this recruitment is open until filled.
Interviews will be granted to candidates most closely matching the hiring criteria.
LEG-TECH is an equal opportunity employer.