IT Application Support Manager

1 month ago

Santa Fe, New Mexico, United States State of New Mexico Full time
Job Title: IT Application Support Manager

Join the State of New Mexico team as an IT Application Support Manager and play a critical role in ensuring the smooth operation of our IT systems. As a key member of our IT team, you will be responsible for managing the Application Support Section and its staff members, providing tier-3 escalated application support for service requests requiring more complex support.

About the Role

The IT Application Support Manager will oversee the day-to-day operations of the DPS ITD Application Support Section, working closely with the ADSB Bureau Chief to ensure that the support section's operational functions are performed efficiently. This includes developing metrics to track and report on operational and business functions, building strong relationships with other managers and stakeholders, and ensuring that support personnel remain customer-centric and aligned with the mission of keeping the public and officers throughout New Mexico safe.

Key Responsibilities
  • Manage the Application Support Section and its staff members, providing guidance and support to ensure the successful delivery of IT services.
  • Develop and implement metrics to track and report on operational and business functions, ensuring that the support section's performance is measured and improved.
  • Build and maintain strong relationships with other managers, supervisors, and key stakeholders within and outside of DPS, ensuring that ITD's services remain aligned with the needs of our customers.
  • Ensure that support personnel remain customer-centric and aligned with the mission of keeping the public and officers throughout New Mexico safe.
  • Serve as the final point of escalation in production application support response/resolution to escalated requests from lower tiers for various software applications and technical assistance.
Requirements

To be successful in this role, you will need:

  • Extensive supervisory and leadership experience.
  • Thorough understanding and experience in day-to-day operations and effectively managing technical teams.
  • Deep understanding and experience in the application development lifecycle, including ERD, project management, and data management of applications.
  • Experience in relational databases such as Oracle, SQL, MS databases, and various other database types.
  • Critical thinking and problem-solving skills.
  • Significant customer service experience.
  • Excellent written and verbal communication skills.
What We Offer

The State of New Mexico offers a competitive salary and benefits package, including health insurance, retirement plans, and paid time off. We are an equal opportunity employer and welcome applications from diverse candidates.

Please note that this job description is subject to change and may not include all the responsibilities and requirements of the role. If you are interested in this opportunity, please submit your application and we will be in touch to discuss further.

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