IT Support Manager

Office of Information Technology Services (OITS)

IT Support Manager - LOCAL TO TOPEKA, KS METRO

Our employees are our most valuable resource, pivotal to our success. OITS is dedicated to fostering a work environment that values work-life balance. With the state's generous paid time off, including holidays, this ensures our employees have the time they need to rejuvenate. We actively support our team's professional growth through tuition and certification reimbursement, empowering them to pursue their career aspirations. With sample opportunities for continued learning, we prioritize career and leadership development and mentorship. OITS is a great place to work, come join our team!

Verification of identity and employment eligibility to work in the United States is required by federal law. For a list of acceptable documents that establish these criteria, please refer to the federal. OITS does not provide sponsorships for this position.

E-Verify: The Office of Information Technology Services (OITS) participates in E-Verify and will provide the federal government with your information to confirm that you are authorized to work in the U.S. For additional information regarding E-Verify, please click . For additional information regarding Immigrant and Employee Rights (IER) please click .

About the Position:

• Who can apply: Anyone
• Classified/Unclassified Service: Unclassified
• Full/Part-time: Full Time
• Regular/Temporary: Regular
• Eligible to Receive Benefits: Yes
• Veterans Preference Eligible: Yes

Compensation:

• • Annual Salary/Hourly Rate: $65,000.00 - $82,000.00/annual

Note: Salary can vary depending upon education, experience, or qualifications.

Position Summary:

The Office of Information Technology Services (OITS) is seeking an IT Support Manager to lead the End User Device Services team. This position plays a critical role in overseeing the delivery of technical support services that are both timely and of the highest quality. As part of the Chief Experience Officer (CXO) team, the IT Support Manager will provide leadership, mentorship, and direction to ensure exceptional service and support are delivered to internal stakeholders.

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
• Retirement and deferred compensation programs

*This benefits package represents additional annual compensation.