IT Support Manager

2 days ago

Auburn, Kansas, United States State of Kansas Full time
About the Position

We are seeking a highly skilled and dynamic IT Support Manager to lead our End User Device Services team. This role plays a critical part in overseeing the delivery of technical support services that are both timely and of the highest quality.

Key Responsibilities
  • Lead, supervise, and mentor the End User Device Services team, ensuring efficient and high-quality delivery of technical support services.
  • Manage multiple teams, overseeing daily operations and the deployment of IT resources to meet business needs.
  • Build and maintain credible relationships with key stakeholders, ensuring service delivery meets or exceeds their expectations.
  • Prioritize the implementation of IT strategies that align with business objectives while managing risks.
  • Oversee a range of functions designed to provide superior customer service and enhance the overall customer experience.
  • Review and analyze performance metrics to identify areas for improvement and make informed decisions to optimize service delivery.
  • Ensure compliance with regulatory requirements and IT security best practices.
  • Manage the short-term and long-term strategic needs for the End User Device Services Group, aligning with organizational goals and agency needs.
  • Engage and communicate effectively, both written and verbally, with stakeholders at all levels.
Required Qualifications
  • Education: Associate degree in Business Administration, Information Technology Management, or a related field.
  • Experience:
    • Three years of experience in a related IT role or position.
    • One year of experience in a lead or supervisory role.
    • Experience planning and managing IT budgets.
    • Familiarity with managing vendor relationships, including reviewing contracts and monitoring service level agreements (SLAs).
    • Experience leading and mentoring team members, fostering a culture of collaboration and knowledge sharing.
  • Technical Skills:
    • Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
    • Experience with help desk ticketing systems or IT service management processes (e.g., ITIL).
    • Familiarity with basic networking concepts and protocols such as TCP/IP, DNS, and DHCP.
Preferred Qualifications
  • Technical Experience:
    • Experience in patch management processes to ensure endpoints are up-to-date and secure.
    • Familiarity with automation and scripting tools such as PowerShell, Bash, Python, etc.
    • Experience with user account management and security permissions such as Active Directory.
    • Provide advanced technical support and guidance to team members, assisting with issue resolution and knowledge transfer.
    • Demonstrate strong problem-solving and troubleshooting skills, with attention to detail.
  • Certifications:
    • Vendor-neutral certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, or equivalent.
    • Vendor-specific certifications such as Microsoft certifications.
Necessary Special Requirements

Ability to obtain and retain an OITS Security and KCJIS clearances are requirement of employment and continued employment.

Disclaimer

Due to security requirements related to system access, the following will result in disqualification for this position: Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions less than 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor).

Employment Benefits

In addition to the starting salary, the State of Kansas offers a significant benefits package that is available the first day of employment. All benefits eligible, full-time employees may elect to enroll in:

  • Comprehensive medical, mental, dental, vision, and additional coverage
  • Sick & Vacation leave
  • Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
  • Paid State Holidays
  • Employee discounts with the STAR Program
  • Retirement and deferred compensation programs

*This benefits package represents additional annual compensation.

Visit the Employee Benefits page for more information...

Recruiter Contact Information
  • Name: Brenda Cripps
  • Email: OITS_Recruitment@ks.gov
  • Mailing Address: 900 SW Jackson St, Room 803, Topeka, KS 66612
Required documents for this application to be complete
  • On the My Job Applications page, verify these documents are present and valid. Upload or delete and upload new if needed.
  • Inside your Job Application upload these documents:

Helpful Resources at jobs.ks.gov: How, What, & Where do I Upload Documents.

Job Application Process
  • First Sign in or register as a New User
  • Complete or update your contact information on the:
    • Careers - My Contact Information page
    • NOTE: This information is included on all your job applications
  • Upload required documents listed above for the Careers> My Job Applications page
    • NOTE: This information is included on all your job applications
  • Start your draft job application, upload other required documents, and submit when it is complete.
    • Manage your draft and submitted applications on the Careers - My Job Applications page.
  • Check your email and My Job Notifications for written communications from the Recruiter
    • Email - sent to the Preferred email on the My Contact Information page
    • Notifications - view the Careers - My Job Notifications page

Helpful Resources at jobs.ks.gov: How to Apply for a Job - Instructions and How to Search for a Job - Instructions.

How to Claim Veterans Preference

Veterans' Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager.

How to Claim Disability Hiring Preference

Applicants that have physical, cognitive and/or mental disabilities may claim an employment preference when applying for positions. If they are qualified to meet the performance standards of the position, with or without a reasonable accommodation, they will receive an interview for the position. The preference does not guarantee an applicant the job, as positions are filled with the best qualified candidate as determined by the hiring manager.

Learn more about claiming Disability Hiring Preference: Disability Hiring Preference | Kansas Department of Administration

Equal Employment Opportunity

The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability, or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.

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