Technical Support Manager

Are you a highly determined leader who is goal oriented, organized, with tight-knit collaboration skills? Are you always looking for ways to engage and inspire your team while also having the ability to work across multiple teams?

If you love supporting and delivering phenomenal technology that solves business issues while working in a supporting collaborative environment, come join us.

About Us

Our mission at the State of Connecticut Department of Administrative Services (DAS) is strive to promote timely, fair, competent, cost-effective services to address the needs of state agencies, municipalities and the public.  

Your Role

The Bureau of Enterprise Systems and Technology (BEST), is recruiting for an experienced technology individual to join our Computer Services Division as a Technical Support Manager (IT Manager 2). In this role you will manage the Mainframe and FileNet services.

As a mid-level manager you will be a crucial leader in the agency. You are enthusiastic with superb communication skills.

Position Detail
Location: 55 Farmington Avenue, Hartford, CT
Hours: Monday- Friday, 7:30AM-4:30PM (flexible)

You will report directly to the Director of Computer Services.

All applicants must include a resume within the "Resume Tab" of their application.

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, performance reviews, attendance records, supervisory references, college transcripts, licensure, etc., at the discretion of the hiring agency.

Applicants must meet the minimum qualifications as indicated to apply for this position.

State employees currently holding the above title or those who have previously attained permanent status in this class may apply for a lateral transfer.

Questions about these required documents or any other phase of this recruitment should be directed to the hiring agency's human resources office: Elena Vazquez, elena.vazquez@ct.gov.  

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.

You will be responsible for:

• Leading people, including the ability to resolve conflict, communicating effectively, coaching and training employees, recognizing performance and fostering teamwork;
  
• Negotiating contracts with various software and hardware vendors;
  
• Managing technology vendor relationships and agreements;
  
• Planning, coordinating and communicating projects/tasks related to system software and hardware upgrades;
  
• Monitoring mainframe system utilization, and participating in the planning, budgeting and acquisition of new mainframe systems and equipment;
  
• Improving, streamlining and standardizing business application support processes including release management;
  
• Acting as escalation point for incidents;
  
• Performing Root Cause Analysis on system failures and building plans for mitigation;
  
• Providing technical assistance to state agencies regarding Mainframe and FileNet technology;
  
• Building and cultivating relationships with agencies heads and executives for understanding of agency operations;
• Growing and developing the skillset of staff members;
  
• Maintaining up to date knowledge of new technology and industry trends;
• Writing, verbal, interpersonal, and presentation skills.

· 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.

The successful candidate will possess:

• 10 years’ experience managing Mainframe computers;
  
• Experience managing Enterprise Content Management Environments;
  
• Experience delivering centralized information technology services;
  
• Experience with metrics based management;
  
• Experience with Cloud Infrastructure Management.
  

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.