TECHNOLOGY CUSTOMER SUPPORT MANAGER at St. George, City of (UT) – St. George, Utah

Salary and Benefits

Technology Customer Support Manager Salary: $81,157/year

Individuals hired in this position have the opportunity to progress up to $121,735/year, which is the maximum salary for this position as of December 2025.

Benefits: Full City Benefits Package. The City of St. George covers 100% of the premiums for the High Deductible health plan for full-time employees and their qualified dependents. New hires also receive 2 weeks of vacation time during their first year of employment, one of which is available to the employee the first day of employment. To find out more about our benefits package, please visit our website at careers.sgcity.org.

Position Summary
This role owns how City of St. George employees work every day by delivering a reliable, secure, and efficient technology experience. This position will be part of a team that modernizes local government, supports the technology that City staff rely on to serve our community, and fulfills the City’s mission:
(Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

1. Uses industry standards and innovative approaches to provide a world-class customer experience strategy to the employees of the City of St. George.
2. Designs, implements, measures, and manages processes to streamline the customer support experience.
3. Works with city departments to conduct technology systems analysis and needs assessments.
4. Assists with installing, troubleshooting, and evaluating a variety of stand-alone and systems equipment.
5. Identifies training needs for city employees and works with the technology staff to advance and/or provide training for technology services.
6. Conducts customer service assessments, quantifies results, and implements improvement strategies.
7. Leads a team of support technicians tasked with providing city-wide technical assistance related to computer hardware, software, user accounts, and other peripherals, such as printers.
8. Hires, mentors, coaches, evaluates, schedules, and disciplines Tier-1 and Tier-2 I.S. technicians.
9. Assigns ownership for incidents and problems to other division employees and ensures completion.
10. Acts as project and change manager for technology projects.
11. Plans, directs, coordinates, and reviews service requests assigned to the technology division.
12. Coordinates cross-training opportunities between support technicians and other technology employees.
13. Identifies, recommends, implements, and maintains technology automation opportunities.
14. Evaluates software and tools to bring efficiencies to the help desk.
15. Monitors equipment enhancements and computer industry advancements to determine need and feasibility of technology upgrades, replacements, and innovation.
16. Maintains an accurate hardware and software inventory and recommends new equipment.
17. Evaluates and negotiates bids and contracts with vendors.
18. Provides input into the budget process for technology. Manages funds allocated to assigned projects.
19. Suggests technology projects and recommends priorities.
20. Works with the city’s purchasing department to procure technology products within city policies.
21. Maintains and contributes to a technology knowledge base.
22. Advises on technology policies, procedures, and standardizations across the city.
23. Performs other related duties as required.

Typical Physical/Mental Demands/Working ConditionsComfortable working conditions. Intermittent sitting, standing, and walking. Uncomfortable conditions may include stooping, crouching, bending, climbing, etc. Ability to lift or move medium to heavy weights up to 50 pounds. Exposure to stress as a result of human behavior and irregular working hours required to get equipment or programs set up or repaired under department time constraints.

Education: Bachelor’s degree in computer science, Management Information Systems (MIS), mathematics, business management, or related fields.
Experience: Minimum of four (4) years full-time experience in computers and information systems and two (2) years in a supervisory role. Education and experience may be substituted on a year-for-year basis. Preference given for systems analysis, IT Service Management frameworks or practices (such as ITIL), and project management experience.
Licenses and/or certifications: Possess a valid driver’s license. A valid Utah Driver's License must be obtained within 60 days of hire and be maintained throughout employment.
Knowledge of:

• Computer information systems analysis and design principles and techniques.
• Recent innovations in information technology systems.
• Basic strategic planning and budgeting principles and practices.
• Agile and waterfall project management principles.
• G-Suite.
• Fundamentals of workstation, mobile device, software, and peripheral management and troubleshooting.

Ability to:

• Communicate well—both verbally and in writing—with other technology division employees, non-technical employees, executive staff, project stakeholders, vendors, and citizens.
• Think creatively and critically to recommend and implement technology solutions across the city.
• Analyze long-range technology needs for City employees.
• Design, set up, deploy, troubleshoot, and decommission new and existing technology.
• Troubleshoot hardware/software to determine problems and suggest solutions or alternatives.
• Establish and maintain effective working relations with elected officials, department heads, division managers, coworkers, subordinates, the public, vendors, and employees of other jurisdictions.
• Adapt and encourage technological change and innovation.
• Remain productive with minimal supervision.
• Respond to requests for information in a timely manner.
• Prioritize responsibilities.