Information Technology Supervisor (40 Hour)

Do you have the skills needed to oversee the Help Desk unit of a large public agency while simultaneously providing hands-on support to end users?

Are you a dedicated IT problem solver who can provide effective and efficient solutions while providing support services to the workforce?

Discover this exceptional opportunity to join our Information Systems Technologies (IT) division at the State of Connecticut, Department of Motor Vehicle (DMV). We are seeking a full-time Information Technology Supervisor, an imperative position for our agency. As an IT Supervisor you will:  

• Lead and supervise the efficiency of Operations Level 1 staff to ensure end users receive proper assistance;
• Manage all procedures related to identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions;
• Oversee timely delivery of quality technical support service to DMV workforce, business partners and external end-users using DMV resources;
• Determine personnel requirements, set schedules and ensure that those under their direction have adequate resources to complete their jobs.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.

Located in Wethersfield, we are easily accessible for all commuters!

All applicants must include a resume within the "Resume Tab" of their application with their submission. Please Note: You will be unable to make revisions once you submit your application for this posting to the JobAps system.

Should you have questions pertaining to this recruitment, please contact Shabina Bhura at shabina.bhura@ct.gov or (860) 263-5158.

This position will be filled in accordance with reemployment, SEBAC, transfer, promotion and merit employment rules.  

Applicants invited to interview may be required to submit additional documentation, which supports their qualification(s) for this position.  These documents may include:  performance reviews, supervisory references, college transcripts, licensure, etc., at the discretion of the hiring agency.

In a state agency major Information Technology (IT) operational environment, this class is accountable for supervising staff and overseeing the planning, analysis, design, selection, installation and implementation of information systems and applications.

Schedules, assigns, oversees and reviews the work of staff; provides staff training and assistance; conducts performance evaluations; determines priorities and plans unit work; establishes and maintains unit procedures; develops or makes recommendations on the development of policies and standards; acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures; maintains software licensures and other related requirements; establishes and coordinates disaster recovery plan; establishes system security procedures and practices; performs facility and capacity planning and configuration management; supervises system performance analysis, tuning or storage management; develops host and network security policies; evaluates and recommends new strategies, technologies and technological directions to management; makes recommendations and maintains contracts for hardware and/or software purchases; makes recommendations for migration and system upgrade directions; oversees analysis of upgrades for complex applications to determine functionality and necessary software customization; provides technical specifications as input into Requests for Proposal (RFP) process; participates on evaluation teams that review RFP responses; oversees testing to ensure applications meet specification requirements; develops and implements database system strategies; provides resource planning; develops utilization metrics; performs related duties as required.

Considerable knowledge of relevant agency policies and procedures; considerable knowledge of principles and techniques of systems analysis, design, development, and computer programming; considerable knowledge of principles of information systems; considerable knowledge of principles and theories of business and planning functions; considerable knowledge of programming languages; considerable knowledge of project management principles and techniques; considerable knowledge of principles, problems and techniques of data processing and data communication operations; considerable knowledge of data processing and data communications equipment and diagnostic tools; considerable knowledge of methods and procedures used to conduct detailed analysis and design of computer systems; considerable knowledge of principles of complex computer operating systems; considerable knowledge of principles and techniques of business information systems re-engineering; considerable knowledge of principles and techniques of programming; considerable knowledge of network protocols and architecture; considerable knowledge of practices and issues of system security and disaster recovery; considerable knowledge of application's system development principles and techniques; considerable knowledge of principles and practices of data base management; considerable interpersonal skills; considerable problem solving skills; considerable oral and written communications skills; considerable technical problem solving skills; considerable analytical skills; considerable ability to prepare correspondence, manuals, reports and documentation; considerable ability to analyze and resolve operational and communications problems; considerable ability to analyze and debug complex software programs; considerable ability to identify, analyze and resolve complex business and technical problems; supervisory ability.

Nine (9) years of experience in information technology (IT) operations, programming, systems/software development or IT related support area.

One (1) year of the General Experience must have been performing advanced technical level duties or as a working supervisor in one of the following areas:
1. Designing, configuring and implementing complex networks.
2. Configuring, installing and upgrading host based applications packages and host and/or operating system software.
3. System software/application development.
NOTE: For state employees this is interpreted at the level of Information Technology Analyst 3.

1. College training in management information systems, computer science or information technology related area may be substituted for the General Experience on the basis of fifteen (15) semester hours equaling six (6) months of experience to a maximum of four (4) years for a Bachelor's degree.
2. A Master's degree in management information systems, computer science or electrical engineering may be substituted for one (1) additional year of the General Experience.

Preferred candidates will possess: 

• Exceptional written skills and effective personnel management skills;           
• Exceptional communication skills to deal with Operations Level 1 support staff, DMV internal workforce and external end-users leveraging DMV resources;  
• Advanced technical troubleshooting skills;  
• Broad knowledge or IT supported software and hardware systems.  
• Knowledge and experience in designing, deploying and maintaining MS Windows desktop based work environment.   
• Knowledge and experience administering MS Domain, Active Directory, GPOs, and writing scripts;    configuring and troubleshooting computer hardware and other IT equipment.  
• Knowledge and experience with LAN/WAN data, voice communications, Cisco IOS, advanced network security procedures, policies and practices.

Preferred candidates must have the ability to:

• Conduct research into a wide range of computing issues as required;   
• Present ideas in user-friendly language to non-technical staff and end users;    
• Effectively prioritize and execute tasks in a high-pressure environment;
• Motivate and direct staff members and subordinates;       
• Develop a strong understanding of the organization's goals and objectives;    
• Collaborate with agency colleagues to coordinate technical provisioning needs for new and existing employees;  
• Manage the processing of incoming assistance requests to the level 1 Operations Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues;  
• Coordinate project activities that involve Operations Level 1 staff; 
• Lead people, including the ability to resolve conflict, communicate effectively, coach and train employees, recognize performance, and foster diversity and teamwork;.
• Act as the escalation point for technical incidents and agency specific requests.

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

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