Support Services Manager - Development Services

Support Services Manager

The Support Services Manager leads the City of Goodyear's development center and administrative services for the Development Services Department. The permitting division and administrative services division report to this role. This role manages the daily operations of permitting, plan review routing, inspections coordination, fee collection and reconciliation, customer service, records, and office operations. The ideal candidate will have experience in permitting and have an overall understanding of municipal development review processes. The ideal candidate will have experience using permitting and/or financial software.

The Support Services Division supports the activities within Development Services which include Building Safety, Civil Engineering, Planning and Zoning, and Code Compliance as well as supports development review in other departments such as Fire, Traffic, and Water Services. The ideal candidate will be able to set clear service standards, ensures accurate and timely handoffs among divisions, build relationships across divisions and departments, and make sure residents, contractors, and businesses get straightforward information at every step.

This position also oversees the department's budgeting and financial practices, ensures staff is cross-trained, and improves tools and processes so customers can move through the development review process with ease. The ideal candidate coaches and develops staff, resolves complex problems, partners closely with Finance and IT, and keeps leadership informed with simple, reliable performance reporting.

At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to build and maintain a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values: Adaptability - Integrity - Initiative - Empathy - Optimism Innovation

Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source.

Essential Functions

This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.

• Exercises direct, technical, and functional supervision over administrative and support personnel by training and evaluating personnel; establishing and monitoring employee performance objectives; preparing and presenting employee performance evaluations; providing and coordinating staff training; coaching, mentoring and counseling employees; and implementing discipline as necessary.
• Oversees staff responsible to develop, maintain, measure, and continuously improve programs in the foundational areas of safety, training, and emergency preparedness to ensure department staff is ready and capable of performing their mission.
• Develops and administers the budget by approving expenditures at department level; monitoring expenditures; leading senior staff in prioritization of budget requests; submitting annual budget documents; participating in budget meetings with City staff; participating in updates to the enterprise rate model; and serving as department Budget Liaison.
• Supervises all financial transactions for the department and ensures sound financial practices which includes engaging with the Finance Department.
• Assists leadership and staff by tracking expenditures, requesting reimbursements, and maintaining documentation for all awarded grants in the department.
• Plans and implements division goals and objectives by facilitating and engaging in long-term strategic planning and short-term operational planning; and setting performance goals for the Support Services Division.
• Provides oversight for customer service operations, office management, and records management for the department.
• Provides assistance to the Director by managing and facilitating special projects of an operational and strategic nature as needed.

Requirements

• Formal Education/Knowledge: Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent.
• Experience: Minimum three years experience in a related field.
• Certifications and Other Requirements: Valid Driver's License.
• Reading: Work requires the ability to read and comprehend budget reports, technical manuals, policy and procedure, development agreements, and Council actions at a college level.
• Math: Work requires the ability to perform general and advanced math. Some work may require complex problem solving using algebra, present/future value concepts, trend analysis, statistical relationships, capital budgeting, financial formulas, and cost benefits analysis.
• Writing: Work requires the ability to produce written documents with clearly organized thoughts using proper English sentence construction, punctuation, and grammar; write memos, letters, reports, budget documents, performance evaluations, spreadsheets, and Council actions.
• Managerial: Semi-Complex- Work requires managing and monitoring performance of a division including evaluating program/work objectives and effectiveness, establishing broad organizational goals and realigning work and staffing assignments for the department.
• Budget Responsibility: Significant Has responsibility for final approval of at least one division budget and presents the budget(s) to Senior Management. Is authorized to approve division budgeted expenditures for both staff and resources up to the amount that requires the approval of Senior Management.
• Policy/Decision Making: Significant - The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Projects and daily work are managed with little oversight, however special assignments and significant work products may be reviewed upon completion. Typically positions in this category are supervisor to mid-management level.
• Technical Skills: Limited Application - Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs, solutions for highly complex issues, and/or processes organization-wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.
• Interpersonal/Human Relations Skills: High- Interactions at this level typically result in recommendations regarding policy development, changes in policy, and implementation of policies. Interactions at this level are typically concerned with providing communications at higher levels of organizational operations and may utilize activities such as evaluating customer satisfaction, developing cooperative associations, and allocating resources to improve work operations, work quality, overall achievement of organizational goals and objectives, and customer satisfaction.

12 Month Objectives

3 months

• Become familiar with the department's structurepersonnel, divisions and their areas of responsibility and the department's budget
• Build relationships with the Permitting and Administrative Services teams and the management team in DSD
• Gain knowledge of the city's permitting software, Accela and the city's financial software, Munis
• Become familiar with the city's coaching and performance tools including Clifton Strengths, Gallup Q12, and Threads.
• Become familiar with the customer service survey results and customer listening sessions feedback

6 months

• Participate in the city's budget process and provide support to the administrative services team
• Ensure that we are in compliance with the internal development impact fee and financial obligation audit findings and improvements
• Ensure that new initiatives identified by customer feedback are implemented, including pre-construction meetings and improvements to Accela and the website.

12 months

• Able to use Accela and Munis proficiently to find records, track down customer issues, and manage team performance. Has built a relationship with IT staff and supports their efforts. Identifies areas for improvement in the software, prioritizes them based on customer and department needs, and supports training and adoption by staff.
• The permitting team and administrative services team have work plans that ensure clarity in responsibilities, priorities, and that there are appropriate resources to complete work.
• Permitting and Administrative Services are aligned with department operational excellence efforts to establish management systems and standard work.

Benefits

The City of Goodyear offers a highly competitive benefits package including:

• Vacation Leave: 14 days per year, increasing with longevity. Goodyear offers an enhanced vacation benefit of recognizing total years of service under all Arizona public retirement systems for accruing vacation.
• Sick Leave: 12 days per year
• Holidays: 12 paid holidays per year, including one floating holiday the first full pay period of January
• Flexible Holiday: 24 hours per calendar year (prorated