Connecticut StateDepartment of Administrative Services

Customer Success Manager

Information Technology Manager 3 (Hybrid)

Recruitment #220908-1563MP-001


Are you an IT leader looking to take on a new challenge? If so, we want you to check out this exciting opportunity!

The State of Connecticut Department of Administrative Services (DAS), Bureau of Information Technology Solutions (BITS) is currently accepting applications from qualified individuals for the positions of Customer Success Manager (Information Technology Manager 3).

We are currently looking for Customer Success Managers for multiple agencies including the Department of Developmental Services (DDS) at 460 Capitol Avenue in Hartford and the Department of Energy and Environmental Protection (DEEP) at 79 Elm Street in Hartford.  While the locations of our offices are conveniently located near major highways, these positions can be performed in a hybrid capacity.

As a member of this innovative team, you will be performing duties in a managerial capacity.


  • Monday - Friday
  • Full-time (40 hours per week)
  • First shift (8:00am - 5:00pm including 1 hour lunch)
  • Hybrid work environment (both on-site and remote work)

Reporting to the Deputy Director of Customer Success, you will have responsibility for ensuring that agencies get their business needs met through technology solutions.  In your role, you will work directly with agency and BITS leadership.  You will be embedded within an agency to understand and support the mission of the agency and serve as the primary point of contact for the agency into BITS.  The positions will assist agencies with a strategic approach to meet agency needs and solve problems and represent their interests and priorities within BITS.  Customer Success Managers may cover multiple agencies.

The State of Connecticut offers a competitive starting salary, excellent state benefits package including health/dental insurance, generous paid time off, retirement plan options, alternate work schedules, and a culture that encourages work-life balance.

View the video below to learn what it's like to be part of this new BITS team!

Selection Plan

To Apply:

  • In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on this job opening. You must specify your qualifications on your application.
  • The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
  • Ensure that your application is complete and detailed before submitting it. In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system.
  • Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
  • All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to

Important Information After You Apply:

  • This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the questionnaire's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.
  • Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
  • Note: At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position. These documents may include: a cover letter, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.
  • Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
  • The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
Connect With Us:

Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process. Updates will be available through your JobAps portal account. Should you have any questions pertaining to this recruitment, please contact Frank DeCusati at or 860-713-5176.



Within a state agency information technology division, these classes are accountable for the management and direction of information systems, applications development, systems maintenance, and similar information technology functions as well as technical and support staff.


  • Ensure all agency information technology needs are met
  • Develop and maintain relationships with agency leaders
  • Work with agency leadership to establish priorities for systems development and information technology projects in accordance with agency requirements
  • Develop plans for future utilization of information technology services in the overall agency program
  • Work within the financial resources of the agency ensuring the development of high quality, low-cost technology solutions aligned with the needs of the State and its agencies
  • Align information technology planning with the business strategy
  • Based on agency needs, influence the development of standards and decisions regarding changes to systems and applications
  • Portfolio management for agency information technology projects
  • Work with leadership team to maximize cross-team contributions
  • Ensure exceptional quality and timely response to all customer service issues
  • Interface regularly with agency leadership
  • Stay abreast of local, regional, and national industry trends
  • Understand the major economic, political, technological, and competitive trends affecting technology
  • Coordinate the use of key people, resources, technologies, process, and capabilities to reach agency strategic goals
  • Set an example by acting in ways that are consistent with shared department values
  • Leverage technological solutions to meet agency business needs
  • Performs related duties as required


· Plan and Deploy for Business Results, which includes the ability to develop and implement business plans, IT plans, budget plans, and human resource plans in order to maximize budget allocations, technology, personnel and other resources to achieve agency and program goals.

· Lead Change, which includes innovation, the ability to be a creative problem solver and a strategic thinker, and the ability to recognize and develop opportunities to grow and develop information technology services in response to customers and a changing work environment

· Focus on Results and Quality, including exercising and promoting accountability, and the ability to analyze surveys, financial and other data, and use strategic planning and performance measurement techniques to continuously improve performance and maintain competitiveness

· Understand Customers and Markets, which includes the ability to establish customer satisfaction and loyalty, forecast and conduct market analyses, keep ahead of industry trends and incorporate “best practices” into information technology operations.

· Lead People, including the ability to resolve conflict, communicate effectively, coach and train employees, recognize performance, and foster diversity and teamwork.

· Build Coalitions, including the ability to explain and advocate facts and ideas in a convincing manner, to negotiate with individuals and groups internally and externally, to gain cooperation from others, and to identify the internal and external politics that impact the work of the organization.

· Business Knowledge, including knowledge of the technical, professional, procedural and legal requirements of the specific information technology area.


Ten (10) years of experience in computer or network administration, architecture, operations, production control, systems development, information technology analysis and planning.


One (1) year of the General Experience must have been in a managerial capacity.

Note: For State Employees, this is interpreted to be at the level of an Information Technology Manager 2.


1. College training in computer science, management information systems or a closely related field may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor’s Degree.

2. A Master’s Degree in computer science, management information systems or a closely related field may be substituted for one (1) additional year of the General Experience.


  • Experience with customer-facing account management
  • Experience with project management, business process reengineering, and change management methodology
  • Experience tracking customer interactions with Customer Relationship Management System
  • Experience building Information Technology strategies (inclusive of the business) and executing
  • Experience problem-solving, decision making, and negotiating
  • Experience communicating and presenting to all levels of the organization including the Chief of Administration suite



The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

The State of Connecticut is an Affirmative Action/Equal Opportunity Employer and strongly encourages the application of women, minorities and persons with disabilities.