Technical Support Manager

3 weeks ago

Shawnee, United States State of Kansas Full time

Employment Benefits

: First day of employment coverage under the State Employee Health Plan (SEHP) for medical and prescription drug coverage and dental plan. Additional voluntary options including vision, hospital indemnity, accident and critical illness insurance plans and flexible spending accounts. SEHP members and their covered family members have access to the HealthQuest Health Center at 9th and Kansas Avenue in Topeka for in person and virtual health care services. Sick & Vacation leave Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave Paid State Holidays (designated by the Governor annually) Employee discounts with the Retirement and deferred compensation programs

Position Summary & Responsibilities:

Technical Support Manager

The Department of Administration, Office of Systems Management is seeking a Technical Support Manager to manage the statewide Kansas Service Desk. We encourage all levels of experience to apply. Position is based in Topeka, Kansas.

The statewide Kansas Service Desk is managed and supervised by the Technical Support Manager with the responsibility to manage the work of three service desk staff. The position requires technical proficiency in working with the Service Desk software (ServiceDesk Plus) as well as the statewide PeopleSoft ERP. The Kansas Service Desk is the first point of contact for support and troubleshooting for PeopleSoft users. The Technical Support Manager is responsible for the team’s performance by creating strategy, giving assignments, and management of workload. Meeting and or exceeding customer expectations in alignment with service levels is a top priority. The manager will be accountable for ensuring that the application service desk support standards and processes are followed.

Essential Job Functions:

A qualified candidate will perform the following duties and responsibilities, but are not limited to:

Manage and build a cohesive Kansas service desk team by approving leave requests, approving timesheets, completing performance reviews with feedback, coaching, and staff development Manage and administer the service desk software, ServiceDesk Plus Manage the service desk support for the statewide PeopleSoft system (Financials/Supply Chain Management (SMART), Human Capital Management (SHARP), Employee Self Service (ESS), Candidate Gateway (Careers), eSupplier) Provide phone service desk coverage for the Statewide Learning and Performance Management system Ensure that customer service is a priority and that issues are addressed promptly, professionally, and accurately Monitor and manage service desk phone queue (participate in escalated calls as needed) Monitor the service desk email inbox and distribute system email communications (email blasts) to distribution lists using Granicus govDelivery Coordinate with system team managers to create and communicate application user guides and service desk material Advise management on situations that may require additional support or escalation Oversee solutions and documentation repository and ensure solutions are communicated to and available for staff Provide phone service desk coverage for the State of Kansas directory assistance.

Required Qualifications:

Demonstrated experience managing support teams, service level agreements and service delivery metrics Good interpersonal skills and the ability to interact with customers and team members Experience working in a service desk or customer service environment Ability to be a self-starter who can work both independently and as part of a team Strong documentation skills and attention to detail Ability to handle multiple tasks and meet deadlines Commitment to customer service and maintaining a positive attitude

Preferred Qualifications:

3 years of management experience in a service desk or customer service environment Bachelor’s degree in business or related field Experience working with computer systems Functional or technical experience in one or more of the following applications: PeopleSoft ERP systems Granicus govDelivery ServiceDesk Plus Atlassian Confluence ServiceNow

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