IT Manager 2 - Application Support Manager

At the State of Connecticut, Department of Children and Families (DCF), we are recruiting for a full-time, 40 hour per week, Application Support Manager. We are located in Hartford, CT, easily accessible to all major highways.

Are you looking for the next step in your IT career? Do you want to provide the most efficient and effective technical support services while managing a team of IT experts in the public sector? If so, read on to learn more about this opportunity to join DCF's Information Systems division!

Our mission in the IT unit, is to support the agency's mission of working to improve the lives of children, so they are healthy, safe, smart, and strong. In this crucial role, you will perform a key function in the continuous support of agency applications. In an organization that believes technology supports good processes, this position ensures the business has the tools it requires to work operationally. We are looking for someone with:

• Significant experience in leading application services, with a high level of technical competence and a deep understanding of Agile and ITIL processes.
• The ability to handle multiple disciplines, as well as support activities while keeping the business informed and engaged.
• Experience in supporting Agile and ITIL processes and project management experience.
• Excellent management skills where you have provided leadership, coaching and mentoring as part of your daily activities.
• Exceptional sense of customer service to both provide an example for the team and to re-engage with the organization.
• Excellent communication skills to be able to quickly articulate progress to business users from line level to agency executives.

*Please note, new state employees start at the minimum of the salary range.

Check out our latest YouTube video to see what it is like to be a State employee:

Should you have questions pertaining to this recruitment, please contact Frances Leon at Frances.Leon@ct.gov, 860-550-6489.

Within the Department of Administrative Services, Bureau of Enterprise Systems and Technology and Centers of Information Technology Excellence, these classes are accountable for the management and direction of information systems, applications development, management and implementation of complex information technology projects implementing business and technical requirements into architectural blueprints, maintenance, computer operations and similar information technology functions including technical and support staff.

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.

• Implement the overall policies and goals of the applications support team.
• Support Agile and ITIL processes are adhered to by applications support team.
• Plan, migrate, support, update a variety of applications and databases.
• Ensure that team has proper documentation and procedures to support each application and to appropriately solve and perform diagnostics and root cause analysis.
• Identify and execute on continuous improvement of the existing applications support and quality assurance process.
• Provide leadership and mentorship to team members.
• Ensure compliance with standard methodologies in accordance with internal and external audit governing bodies.
• Make recommendations and ensure support processes are running effectively.
• Demonstrate experienced knowledge of and provide consultation on ITIL systems for managing support SLAs; formulates short-term and long-term plans accordingly.
• Accountable for performance, development, and mentorship of staff.
• Ensure the areas under the role are operating with a high degree of efficiency and consistency.
• Provide professional and prudent communications working in a team environment with a diverse group of associates.
• Work closely with IT project management team to deliver resources to projects in a timely and effective manner.
• Regularly reports against SLAs and objectives and ensures both IT senior management and the business are kept proactively informed of Application Support metrics.
• Ensure collaborative working practices are implemented and encouraged by the team, across the team, and with business partners.
• Responsible for tracking and removing obstacles or impediments to internal and external quality assurance team(s), application support team, and training or escalating as appropriate.
• Responsible for regularly reviewing knowledge base articles are being searched and updated with current and correct information.
• Responsible for maintaining relationships with service desk and application development team to ensure a positive relationship with mutual respect exists and is maintained.
• Maintain a strong ethical approach to vendors, customers, and staff which is aligned with the ethical principles of the company.
• Perform other duties as assigned.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking current practices; participating in professional societies.

· 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.

Two (2) years of the General Experience must have been in a supervisory capacity or one (1) year of the General Experience must have been in a managerial capacity.

Note: For State Employees, this is interpreted to be two (2) years at the level of an Information Technology Supervisor or one (1) year at the level of an Information Technology Manager 1 or Agency Information Technology Manager.

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 in improving, streamlining, and standardizing business application support processes including Release Management.
• Performed Root Cause Analysis on system failures and building effective plans for mitigation and resolution.
• Experience with web application hosting, application troubleshooting, and configuration on Microsoft Stack (Windows Server / IIS / .NET / Dynamics / SharePoint / Biztalk / SSRS / SSIS / SQL / TFS).
• Experience in Support Helpdesk Management, Prioritization, Conflict Resolution, and Customer Service.
• Experience leading Application Monitoring, Application performance tuning and application performance metrics.

1. The Information Technology Project Manager is limited to the Department of Administrative Services, Bureau of Enterprise Systems and Technology and Centers of Information Technology Excellence as identified by the statewide Chief Information Officer. Managers functioning in this capacity oversee a portfolio of large, long range or multiple on-going projects. The complexity of the assignment is determined by project scope, risk exposure, span of control, diversity of skill-sets and capabilities as well as the size of project budget and number of team members. They oversee all phases of projects from conception to completion utilizing PMI standards.

2. Incumbents assigned to positions designated to perform Information Technology Project Management may be required to possess Certification as a Project Management Professional (PMP).

3. The Solutions Architect is limited to the Department of Administrative Services, Bureau of Enterprise Systems and Technology and Centers of Information Technology Excellence as identified by the statewide Chief Information Officer. Managers functioning in this capacity oversee all aspects of solution architect projects which includes the development of technology solutions and mapping business requirements to systems and technical requirements ensuring alignment with the enterprise architectural plan.

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.