State of Maryland

An Information Technology (IT) Technical Support Specialist Manager is the managerial level of work maintaining and modifying operating systems for multipurpose, multi‑tasking computers. Employees in this classification supervise IT Technical Support Specialist Supervisors.

Employees in this classification receive managerial supervision from a director of Information Technology services or other data processing administrator. Employees may be required to work on evenings, weekends and holidays and may be subject to call‑in.

Positions in this classification are evaluated by using the classification job evaluation methodology.  The use of this method involves comparing the assigned duties and responsibilities of a position to the job criteria found in the Nature of Work and Examples of Work sections of the classification specification.

The IT Technical Support Specialist Manager is differentiated from the IT Technical Support Specialist Supervisor in that the IT Technical Support Specialist Manager has supervisory responsibility for IT Technical Support Specialist Supervisors while the IT Technical Support Specialist Supervisor has supervisory responsibility for lower‑level IT Technical Support Specialists.

Plans, directs and administers technical support activities of an agency or data center in accordance with applicable laws, rules, regulations, policies and procedures;

Plans, coordinates, supervises and evaluates the work of IT Technical Support Specialist Supervisors and related support staff;

Develops, implements and manages new and revised technical support policies, procedures and standards;

Develops, implements and manages training programs for technical support staff;

Oversees the preparation, maintenance and distribution of data processing documentation, system users manuals, technical manuals and other literature related to technical support services, policies, procedures and standards;

Prioritizes technical support projects, determines staffing requirements, develops work plans and deadlines, monitors the progress of projects and approves completed projects for technical accuracy, completeness and adherence to established policies, procedures and standards;

Prepares requests for proposals for contractual technical support software, hardware and services, evaluates proposals and oversees delivery and contract compliance by vendors;

Meets with upper level management, vendors, systems users and other data processing staff to discuss and resolve technical support problems and issues including system performance, utilization and capacity and disaster recovery planning;

Prepares statistical and narrative reports of technical support services and activities and special projects;

Supplies information for the departmental information technology master plan and budget;

Collaborates in the development, testing and implementation of new or revised operating systems including communications, applications systems, data base management systems and new or modified computer hardware;

Reviews journals, catalogues and other technical literature and attends workshops, seminars, and trade shows to keep abreast of the latest developments in technical support for operating systems and general data processing issues and topics;

Performs other related duties.

Class Descriptions are broad descriptions covering groups of positions used by various State departments and agencies.  Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

Class Descriptions provide information about the Nature of Work, Examples of Work, General Requirements and Acknowledgements.  The Required Knowledge, Skills, and Abilities; Minimum Education and Experience Requirements; Special Requirements; and recruitment and testing procedures are set by the using agency.

This is a Management Service classification in the State Personnel Management System.  All positions in this classification are Management Service positions.

This classification is not assigned to a bargaining unit, as indicated by the designation of S (Supervisor), M (Manager), T (Agency Head), U (Board or Commission Member), W (Student), X (Used by Agency or Excluded by Executive Order), or Z (Confidential).  As provided by State Personnel and Pensions Article, Section 3-102 Annotated Code of Maryland, special appointment, temporary, contractual, supervisory, managerial and confidential employees are excluded collective bargaining.  Additionally, certain executive branch agencies are exempt from collective bargaining and all positions in those agencies are excluded from collective bargaining.