State of Maryland

IT TECHNICAL SUPPORT SPECIALIST MANAGER (#004478)

- Hourly / - BiWeekly /
- Monthly / $60,514.00-$97,159.00 Yearly


GRADE

20

NATURE OF WORK

A DP Technical Support Specialist Manager is the managerial level of work maintaining and modifying operating systems for multipurpose, multi tasking computers. Employees in this classification supervise DP Technical Support Specialist Supervisors.

Employees in this classification receive managerial supervision from a director of data processing services or other data processing administrator. Employees may be required to work on evenings, weekends and holidays and may be subject to call in.

The DP Technical Support Specialist Manager is differentiated from the DP Technical Support Specialist Supervisor on the basis of supervisory responsibility. The DP Technical Support Specialist Manager directly supervises DP Technical Support Specialist Supervisors while the DP Technical Support Specialist Supervisor directly supervises lower level DP Technical Support Specialists.

EXAMPLES OF WORK

Plans, directs and administers technical support activities of an agency or data center in accordance with applicable laws, rules, regulations, policies and procedures;

Plans, coordinates, supervises and evaluates the work of DP Technical Support Specialist Supervisors and related support staff;

Develops, implements and manages new and revised technical support policies, procedures and standards;

Develops, implements and manages training programs for technical support staff;

Oversees the preparation, maintenance and distribution of data processing documentation, system users manuals, technical manuals and other literature related to technical support services, policies, procedures and standards;

Prioritizes technical support projects, determines staffing requirements, develops work plans and deadlines, monitors the progress of projects and approves completed projects for technical accuracy, completeness and adherence to established policies, procedures and standards;

Prepares requests for proposals for contractual technical support software, hardware and services, evaluates proposals and oversees delivery and contract compliance by vendors;

Meets with upper level management, vendors, systems users and other data processing staff to discuss and resolve technical support problems and issues including system performance, utilization and capacity and disaster recovery planning;

Prepares statistical and narrative reports of technical support services and activities and special projects;

Supplies information for the departmental information technology master plan and budget;

Collaborates in the development, testing and implementation of new or revised operating systems including communications, applications systems, data base management systems and new or modified computer hardware;

Reviews journals, catalogues and other technical literature and attends workshops, seminars, and trade shows to keep abreast of the latest developments in technical support for operating systems and general data processing issues and topics;

Performs other related duties.

GENERAL REQUIREMENTS

Specific educational and experience requirements are set by the agency based on the essential job functions assigned to the position.

ACKNOWLEDGEMENTS

Class descriptions broadly define groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

Date Established

Jul 1 1998 12:00AM

Approved By

Director, Division of Classification and Salary

CLASS: 004478; EST: 7/1/1998; REV: ;

Powered by JobAps