Delaware State Police

IT Client Services Manager (#L21324)

- hourly / - monthly / - annual

Pay Grade

$51,242    pg 17

Nature and Scope

The incumbent in this class is overseeing all end user IT support services of our helpdesk and field support for desktop/laptop issues for the Delaware State Police.  Plans, directs and organizes the operations of an automated Help Desk Services ensuring appropriate coverage for PC/telecommunications/network problem diagnosis and resolution. Work includes overseeing vendor support, system security, establishing/implementing policies/procedures/standards, and evaluating/reporting efficiencies/effectiveness/trends and service levels. May develop and administer help desk or other service agreements.

Principal Accountabilities

  1.  Supervises help desk and mobile technology teams and ensures support requests and project tasks are being addressed in an appropriate and timely manner.
  2.  Serves as an escalation point for end user support requests.  
  3. Plans, assigns, reviews, evaluates, coaches, trains and makes recommendations for hiring and discipline.
  4. Creates short term and long term plans for the upgrade, improvement or deployment of end user computer systems hardware and software including, but not limited to, desktops, laptops, in car computer systems and various desktop software suites.  Evaluates and recommends purchases of these systems based on the IT needs and goals of the Division and its associated sections and departments.
  5. Assists with the development of IT policies and procedures as it pertains to DSP end user support.
  6. Builds relationships by holding regular discovery meetings to ensure IT is meeting the end users’ need.
  7. Performs related duties as required.

Knowledge, Skills and Abilities

·        Knowledge of principles and practices of supervision.

  ·        Knowledge of the principles and practices of project leadership.  

 ·        Skills in providing technical support in the installation of, upgrades to, and troubleshooting for midrange or most complex data network telecommunications infrastructure.

 ·        Knowledge of the methods and techniques for installing, testing, configuring, troubleshooting and repairing data/voice/video/imaging communication systems and associated wiring, network dependent devices and network infrastructure components.

 ·        Knowledge of the methods and techniques for performing diagnostics and problem resolution associated with computer based systems and local area networks or wide area networks.

·        Knowledge of the methods and techniques of voice/video/imaging systems administration and data network administration.

 ·        Ability to communicate effectively.

 ·        Ability to use sound judgment and reach logical conclusions.

·        Ability to identify and analyze problems/needs/issues, assess their impact and make recommendations.

 ·        Ability to provide guidance and direction to a variety of people pertaining to applicable laws, rules, regulations, policies and procedures.      

Minimum Qualifications

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1.      Three years experience in administering computer data networks which includes troubleshooting, diagnosing and resolving hardware and software problems.

 2.      Three years experience in installing, testing, and configuring computer data networks including associated wiring, network dependent devices and infrastructure components.

3.      Knowledge of information technology project management which includes planning, scheduling, staffing, coordinating, controlling, monitoring, evaluating and reporting on status of IT projects.

4.      Knowledge of computer data network design or redesign.

 5.      Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.

Conditions of Employment

Direct deposit of paychecks is required as a condition of employment. Applicants must be legally authorized to work in the United States for any employer. A satisfactory criminal background check is required as a condition of employment. 


Benefits:   To learn more about the comprehensive benefit package please visit the State Personnel web-site at  


Additional Information

The State of Delaware is an Equal Opportunity and Affirmative Action Employer.

CLASS: L21324; EST: 2/4/2019 2:53:00 PM; REV: 2/4/2019 2:53:00 PM;