Job Description
| The United States Courts for the Western District of Missouri are seeking an IT Customer Services Manager The person holding this position will maintain an office in Kansas City Missouri with required occasional travel to divisional offices in Springfield and Jefferson City as well as other locations for training and business meetings The Western District is a consolidated Court comprised of three offices and approximately 300 employees IT professionals from other Districts that are willing to relocate are welcome to apply and all applicants should visit wwwmowuscourtsgov httpwwwmowuscourtsgove for general information about the Western District (WDMO) Description The IT Customer Services Manager reports directly to the Chief Information Officer and will manage the IT team that supports end user activities for the District and Bankruptcy Courts and Judges and for the Probation and Pretrial Services unit The IT Customer Services Manager will supervise a staff of approximately 810 technical professionals managing the daytoday help desk operations of the Courtrsquos Service Center The IT Customer Services Manager will also work with representatives from the Administrative Office of the US Courts on national initiatives and opportunities advantageous to WDMO The IT Customer Services Manager is responsible for the technical team that performs help desk support for end users and technical support in installing and configuring computer hardware and software programs as well as providing telephone systems and audiovisual support Desktop environments are provided via Citrix and HP thin client devices WDMO applications are housed on a variety of Windows and UNIX servers In addition to a suite of nationally deployed applications the Court utilizes various offtheshelf applications Microsoft Office Suite and Lotus Notes solutions Qualifications The Western District is looking for a strong manager dedicated to providing the highest levels of customer service to court staff and to attorneys and litigants and someone who will use technology to further the mission of the Courts both now and in the future The District is also searching for a candidate committed to employee development and to helping employees expand skill sets to achieve individual and team goals Top applicants will have experience motivating both new and tenured employees and be ready to evaluate how the department should be organized to best meet the changing needs of internal and external customers Additional Qualifications The successful candidate must have a minimum of five years direct customer service experience in the help desk or similar environment and at least three ndash five years of IT management experience with a minimum of 810 direct reports In addition to a solid technical foundation candidates should possess strong supervisory skills as well as experience responding to the needs of multiple senior leaders within the organization He or she must be able to communicate effectively both orally and in writing and be comfortable operating as a team player with Court unit leaders Other requirements include Degree in Information Technology or a related field is preferred and an MBA or similar advanced degreetraining desirable Three ndash five years of progressive experience in supervising people and resources Working knowledge of or prior experience managing a Citrix XenDesktop or XenApp environment Strong track record of exceptional customer service and management of SLA commitments with both external and internal customersclients Experience analyzing evaluating and determining team performance metrics and establishing clear goals and objectives at a team and individual level Experience analyzing evaluating and determining automation needs and planning to implement systems to meet those needs A commitment to establishment and adherence of process procedures and best practices Project management experience including planning design and implementation of projects and new practices Working knowledge of theories principles practices and techniques of computer hardware and software database design and data communications A proven record of successfully implementing change and the ability lead diverse teams through periods of change Experience managing communications systems including telephones and PDAs and providing or managing audiovisual support is also desirable Experience in a legal setting or with courtroom technology is helpful but not required Conditions of Employment Candidates must be able to show proof that they meet citizenship requirements for employment by the United States Courts and must be able to pass a background investigation including a criminal record and credit check Court employees must adhere to all Judicial Conference regulations specifically the Code of Judicial Conduct This position is subject to mandatory electronic funds transfer (direct deposit) of net pay The United States District and Bankruptcy Courts are a part of the federal judiciary Application Procedures and Information Qualified persons should submit ALL the following A cover letter which addresses the following Number of years of direct experience in the IT Help DeskCustomer Service Center environment and number of years of supervisory experience Number of IT professionals directly reporting to you now and in past positions and Total number of endusers for which you andor your team are responsible Current reacutesumeacute Completed application for judicial branch employment form AO78 (available at httpwwwuscourtsgovformsAO078pdf) and Contact information for three professional references Application materials may be submitted via mail or email to the following address US District Court Western District of Missouri Attention Michele Nelson 400 E 9th Street Kansas City MO 64106 michele_nelsonmowuscourtsgov mailtomichele_nelsonmowuscourtsgov The application deadline is 01282013 You must submit ALL required documents to be considered for an interview Only candidates selected for an interview will be contacted Candidates for interviews will travel at their own expense for interviews The court reserves the right to modify the conditions of this job announcement |
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