Manager of Base Technologies

The Information Technology Service Manager is the primary resource within the Judicial Information Center responsible for overseeing the Helpdesk Team and the customer facing services provided by the organization. The Helpdesk Team is comprised of 2 units; Desktop Support and Intake. Desktop Support is comprised of technicians of various skill levels who provide services in our various physical locations across the state. Services include but are not limited to hardware replacement, configuration and support, software installation, configuration and support, basic network configuration, printing support, mobile devices deployment, configuration and support, etc.  The Intake Team is comprised of full time and part time resources who manage all requests coming into the organization. This team is responsible for capturing request information into tickets, providing support over the phone, and escalating requests through the organization based on internal process and procedure. In addition to managing and overseeing the operations of these teams and ensuring they are properly staffed, the Information Technology Service Manager sets policy and procedure for these groups, captures and evaluates statistics and metrics, creates and manages to Service Level Agreements, and manages projects specific to base technologies such as PC Refresh. This role has Statewide responsibility and will be expected to spend time in Kent and Sussex County at least once per month. This role also serves as one of four Senior Managers who help to lead the organization.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  TDD users may request an auxiliary aid or service by calling (800) 232-5470 or by visiting delawarerelay.com.  You may also call (302) 739-5458 or email DHR_ADAConcerns@delaware.gov for additional applicant services support.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.