Customer Service Section Manager

Job Description and Duties

The incumbent works under the general direction of the Information Technology Manager (ITM) II, Chief, Data Center Operations and Services Branch. The ITM I serves as the Chief of the Customer Service Section (CSS) which provides customer service for over 5000 desktops and laptops, over 200 Data Center applications, and the enterprise email messaging system that supports over 5000 employees.

The ITM I manages, supervises and supports the direct reports and units within CSS. These units are responsible for providing customer support through CDPH help desk systems as well as responding to technical support phone requests via call center.

In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction.

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You will find additional information about the job in the .

Working Conditions

Telework Information:

This position may be eligible for telework. The amount of telework permitted is at the discretion of the Department and is subject to change, consistent with CDPH’s Telework Program. All employees who telework are required to be California residents in accordance with Government Code 14200. Candidates who reside outside of the state of California may be interviewed; however, the selected candidate must have a primary residency in the state of California prior to appointment (and continue to maintain California residency) as a condition of employment. Failure to meet this requirement may result in the job offer being rescinded.

Travel may be required for this position. Reimbursement for travel takes into consideration an employee’s designated headquarters, as reflected in the duty statement, and is subject to regulations and bargaining unit contract provisions. All commute expenses to the designated headquarters office will be the responsibility of the selected candidate.

The headquarters office location for this position is identified in the attached duty statement.

Special Requirements

For experience/education to qualify during the application screening process, and to ensure that minimum qualifications can be determined, applicants should include all employment history on the Employment Application (STD 678) and/or Resume, including detailed job descriptions,  hours worked per week , and  start/end dates (MM/DD/YYYY) . Application packages without this information will experience delayed processing times and your eligibility for this position may be impacted.

A completed State application (STD. 678) and any other relevant documents (e.g. unofficial transcript, copy of degree, resume, etc.) should be submitted electronically via your CalCareers Account. Please reference Job Control #(532156)  and indicate the basis of your eligibility in the Examination(s) or Job Title(s) section. SROA and surplus candidates should submit a copy of their letter with their application . Please remove any confidential information (i.e. social security number, date of birth) from your documents prior to submission.

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareers Account at Submitting an electronic application through your CalCareers account is strongly recommended since electronic applications will be received/processed faster than other methods of filing. Please submit only one application.

If you are unable to submit your application electronically through your CalCareers account, please email  View email address on calcareers.ca.gov  for assistance and a CDPH Human Resources Division staff member will contact you to assist with the online application process or,  a hard copy application package may be submitted through an alternative method as explained in the How to Apply section below. When submitting your application in hard copy, a completed copy of the Application Package listing must be included.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• A minimum of 5 years’ proven experience in an IT customer service position.
• Outstanding written and verbal communication skills.
• Strong relationship management skills, customer oriented and excellent communication skills.
• Excellent leadership and interpersonal skills.
• Strong coaching and development skills along with the ability to produce accurate and timely results in a fast-paced, multifaceted environment.
• Ability to manage multiple projects.
• Ability to think technically and manage both details and high-level goals.
• Knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) best practices, building and interpreting dashboards and reports for ticket volume, SLA attainment, backlog, specialist/technician productivity.
• Experience in technical documentation for SOPs, knowledge-based articles, operational documentation, and service catalogs.
• Experience in hardware and software product evaluation for procurement and licensing, vendor coordination, and technology refresh planning.
• Knowledge of AI-assisted support and self-service technologies.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Supplemental Questionnaire (SQ) Instructions:

A completed Supplemental Questionnaire (SQ) must be submitted in order to be considered for this position. The SQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing. The SQ should be typed and no more than two pages in length. Please answer the questions in the order as they appear below. Please note, resumes do not take the place of the SQ.

1. Describe your experience managing service desk operations teams. Please provide specific examples that demonstrate your ability to supervise technical teams, deliver outstanding customer support, and manage multiple projects.

2. Describe your experience managing teams in a hybrid work environment, where staff may work both remotely and onsite.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.
• Other - Please see Supplemental Questionnaire instructions below at end of posting .  Any applications received that  do not provide a written response to the SQ may be rejected .