IT Manager II – Tier 1 Primary Support

Information Technology Services - ITS

State of Idaho Opportunity

Summary:

Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees to better serve Idaho's citizens. We sincerely hope you will consider being a part of Information Technology Services success!

Information Technology Services (ITS), currently has an opening for an Information Technology Manager Level II at our Chinden Office in Boise. This position provides critical, frontline, hands-on supervisory and management oversight of technology teams providing IT services to a diverse customer base across the State of Idaho.

The selected individual must possess an in-depth knowledge of a wide range of technologies, governance principles and service delivery methods in order to manage teams delivering quality IT services in a complex, enterprise environment. This position will provide technical and project leadership as subject matter experts in their respective areas, participate on, or lead project teams, manage budgets, participate in planning activities, manage competing priorities, and provide direct customer support in problem solving, conflict resolution, negotiation, and service delivery. In a hands-on role, provide advanced management and systems administration functions to include troubleshooting, problem resolution, incidence response and maintain system documentation.

Please note: The successful candidates will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

Example of Duties:

• Oversees IT Service Desk Operations which include call center support line, incident response, end user communication, software deployments, infrastructure upgrades, hardware rollouts, troubleshooting, planning and other related IT operation functions;
• Manage technical teams to deliver IT Support Services to a diverse customer base;
• Hires staff to fulfill the mission and goals of the organization;
• Identifies and ensures staff are adequately trained to carry out the responsibilities of their assigned functions;
• Provides budget input;
• Manages and oversees contracts and technology related software licensing, license renewals and related operating expenses;
• Develops, manages and monitors process and procedures in accordance with the established governance framework;
• Provides direct customer interface for problem resolution and escalation;
• Develops management reports;
• Manages projects;
• Enforces and manages regulatory compliance as required;
• Acts as issue escalation manager to resolve problematic customer issues;
• Manages an on-call rotation schedule, and participates in the on-call rotation as needed;
• Provides remote and on-site support to a wide variety of customers and supported systems.

Minimum Qualifications:

Some knowledge of:

• Budget practices (cost/benefit analysis).
• Typically gained by six months of experience performing budget related duties, specifically conducting cost and benefit analysis OR completion of two three credit or equivalent upper division college-level coursework related to budget or financial management.

Good knowledge of:

• Management practices.
• Typically gained by completion of two three credit or equivalent upper division college-level courses that included all the essential elements of management (Planning, Organizing, Leading, and Controlling); OR the college or university sponsored Center for Management Development Supervision I-IV or equivalent AND six months of experience performing all management elements; OR one year of experience performing all management elements.

• Current trends in information technology.
• Typically gained by an associate degree or equivalent college level/vo-tech coursework directly related to current information technology trends OR at least two years of work experience in information technology. Education and experience must be within the last five years.

• Computer hardware and software capabilities and limitations.
• Typically gained by at least two years of work experience in the information technology field working with multiple technologies OR an equivalent combination of classroom training that covered multiple technologies and work experience in the information technology field working with multiple technologies. Education and experience must be within the last five years.

Experience:

• Supervising and training technical IT staff in delivering services to end users.
• Typically gained by at least one year of experience as an IT team leader or supervisor with a staff of two (2) or more that included answering technical questions from all support levels, including managers.
• Installing and maintaining multiple operating systems and system software which includes multiple technologies and platforms and resolution of conflicting goals with various users.
• Typically gained by at least three years' experience serving as a major participant in projects involving all of the above areas with direct responsibility for specific phases. Typical projects will span 12 to 18 months.
• Identifying and resolving complex system-related problems dealing with end users and vendors and translating them into workable solutions in a business environment AND making recommendations based on established standards.
• Typically gained by at least three years' experience performing the following functions: designing, implementing, and/or maintaining solution to meet defined business need; and at least three years' experience making recommendations based on established standards.

Applications will be accepted through 11:59 PM MST on the posting end date.

Benefits:

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.