CLIENT EXPERIENCE MANAGER - 40000774

Client Experience Manager

Join Durham County Government. Durham County Government is home to over 2,000 dedicated professionals working together to deliver essential services that strengthen and support our vibrant, diverse community. As the heart of a fast-growing region, we offer meaningful careers across a wide range of fieldsgiving you the opportunity to make a real impact where you live, work, grow, and play.

The purpose of this position is to provide strategic leadership and oversight of client-facing IT support functions, ensuring high-quality, consistent service delivery aligned with organizational goals. The Client Experience Manager will drive the adoption of best practices, emerging technologies, and AI-enabled solutions to improve client-facing service quality, operational efficiency, and user satisfaction. This position works under general supervision and exercises independent judgment in developing methods and approaches to service delivery.

Essential functions listed below represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the class as necessary.

• Champions the transformation of the County's IT support functions by leveraging automation, AI-powered solutions, and modern service management platforms to improve efficiency, responsiveness, and user experience.
• Evaluates and continuously improves IT service management processes (e.g., incident, request, knowledge, and problem management) using industry frameworks such as ITIL, and drives adoption of service excellence models tailored to evolving business needs.
• Defines and enforces SLAs, KPIs, and operational metrics across all support functions. Regularly analyzes and reports performance data to leadership, using insights to guide improvements in service quality, responsiveness, and team accountability.
• Establishes client-focused service delivery practices by engaging departments, capturing feedback, and proactively aligning support services with County business priorities. Leads initiatives to simplify client interfaces, streamline intake channels, and enhance self-service adoption.
• Provides strategic direction and mentorship to a diverse technical support team, ensuring continuous training, professional development, and alignment with emerging technologies and support trends. Models a culture of collaboration, inclusion, and technical excellence.
• Coordinates planning and deployment of new or upgraded service management tools, ensuring adequate training, documentation, and change readiness across the support organization.
• Develops staffing models, shift schedules, and resourcing plans that support 24 / 7 availability expectations, while balancing workloads across support tiers and functional areas to ensure service continuity.
• Ensures compliance with internal policies, data protection standards, and County governance protocols. Recommends and enforces operational procedures that promote consistency, reliability, and risk mitigation across all end-user support services.
• Partners with IT leadership, project managers, cybersecurity, and application teams to ensure seamless delivery of IT services that align with broader technology modernization efforts and strategic objectives.
• Performs related work as assigned.

Knowledge, skills, and abilities :

Minimum qualifications :

Special certifications and licenses :

Preferred qualifications :

Physical demands : Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable hazards (work environment) : None.

Americans with Disabilities Act compliance : Durham County is an Equal Opportunity Employer. ADA requires Durham County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.