Information Technology Supervisor, End User...

The Information Technology Supervisor, End User Services will be responsible for the following:

• Supervise, coach, and evaluate a team of IT support staff (service desk, desktop support and field technicians).

• Build and maintain strong relationships with agency stakeholders.

• Assign workloads, manage schedules, and ensure adequate coverage across agencies.

• Conduct performance reviews, set goals, and support professional development.

• Foster a customer-focused, accountable, and collaborative team culture.

• Oversee day-to-day IT support operations for end users across multiple state agencies.

• Ensure timely resolution of incidents and service requests.

• Monitor ticket queues, backlog, and escalation processes.

• Coordinate onsite and remote support services

Additional Support Responsibilities include the following:

• Serve as the first point of escalation for customers seeking technical assistance; perform remote troubleshooting using diagnostic techniques and personal interactions.

• Analyze and resolve incident tickets and requests related to operating systems, application software, or hardware, log and track incidents in the BMC Helix system.

• Provide multiple agency support using the BITS statewide ticketing system and interfacing with other Information Technology users, vendors, and customers.

• Provide support for Microsoft Office, M365, Teams, OneDrive, SharePoint, and Windows 11, telephony, and desktop services such as printing.

• Configure, image, and install software on desktop and mobile computers utilizing SCCM and approved imaging tools.

• Deploy and upgrade desktop and mobile computers as needed.

• Set up, configure, and deploy mobile devices (iPhones, Android, Windows) including installation of required applications.

• Set up, configure, and deploy tablets including installation of required applications.

• Maintain accurate software and hardware inventory., + Educational Credits: List your earned credits and degrees from accredited institutions accurately on your application. To receive educational credits towards qualification, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the contact listed below by the closing date on the job posting.

• Resume Policy: Per Public Act 21-69 (https://www.cga.ct.gov/2021/act/pa/pdf/2021PA-00069-R00SB-00056-PA.pdf) , resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency.

• Preferred Shift/Location: Select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.

• Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State. Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing DAS.SHRM@ct.gov.

• Salary Calculations: For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.

• Note: The only way to apply to this posting is via the 'Apply' or 'Apply Online' buttons on the official State of Connecticut Online Employment Center job posting.

AFTER YOU APPLY:

• Some email providers may experience delays or issues delivering messages. To avoid missing important updates-such as referral questionnaires or interview scheduling links-please check your Personal Status Board regularly. For added convenience, you can also enable text (SMS) notifications. To do this, log in to your Personal Status Board (https://www.jobapscloud.com/CT/newregpages/IDPassfind.asp?from=existing) and select "Update My Contact Information."

• Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire's expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).

• Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful Interview Preparation Guide to make the best impression!

• Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks., In a state agency major Information Technology (IT) operational environment this class is accountable for supervising staff and overseeing the planning, analysis, design, selection, installation and implementation of information systems and applications.

EXAMPLES OF DUTIES

• Schedules, assigns, oversees and reviews the work of staff;

• Provides staff training and assistance;

• Conducts performance evaluations;

• Determines priorities and plans unit work;

• Establishes and maintains unit procedures;

• Develops or makes recommendations on the development of policies and standards;

• Acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures;

• Maintains software licensures and other related requirements;

• Establishes and coordinates disaster recovery plan;

• Establishes system security procedures and practices;

• Performs facility and capacity planning and configuration management;

• Supervises system performance analysis, tuning or storage management;

• Develops host and network security policies;

• Evaluates and recommends new strategies, technologies and technological directions to management;

• Makes recommendations and maintains contracts for hardware and/or software purchases;

• Makes recommendations for migration and system upgrade directions;

• Oversees analysis of upgrades for complex applications to determine functionality and necessary software customization;

• Provides technical specifications as input into Requests for Proposal (RFP) process;

• Participates on evaluation teams that review RFP responses;

• Oversees testing to ensure applications meet specification requirements;

• Develops and implements database system strategies;

• Provides resource planning;

• Develops utilization metrics;

• Performs related duties as required.

In order to be considered for this job opening you must be a current State of CT employee for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application., + Considerable knowledge of

• relevant agency policies and procedures;

• principles and techniques of systems analysis, design, development, and computer programming;

• principles of information systems;

• principles and theories of business and planning functions;

• programming languages;

• project management principles and techniques;

• principles, problems and techniques of data processing and data communication operations;

• data processing and data communications equipment and diagnostic tools;

• methods and procedures used to conduct detailed analysis and design of computer systems;

• principles of complex computer operating systems;

• principles and techniques of business information systems re-engineering;

• principles and techniques of programming;

• network protocols and architecture;

• practices and issues of system security and disaster recovery;

• application's system development principles and techniques;

• principles and practices of data base management;

• Considerable

• interpersonal skills;

• problem solving skills;

• oral and written communications skills;

• technical problem solving skills;

• analytical skills;

• Considerable ability to

• prepare correspondence, manuals, reports and documentation;

• analyze and resolve operational and communications problems;

• analyze and debug complex software programs;

• identify, analyze and resolve complex business and technical problems;

• Supervisory ability., Nine (9) years of experience in information technology (IT) operations, programming, systems/software development or IT related support area., One (1) year of the General Experience must have been performing advanced technical level duties or as a working supervisor in such areas as: designing, configuring and implementing complex networks; configuring, installing and upgrading host based applications packages and host and/or operating system software; system software/application development, performing any closely related advanced technical function., + College training in management information systems, computer science or information technology related area 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.

• A Master's degree in management information systems, computer science or electrical engineering may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

• Experience writing, presenting and sharing information with colleagues and stakeholders.

• Experience managing tickets within an Information Technology Service Management system.

• Experience managing team of technology professionals.

• Experience supporting end users and computers with technical issues.

The State of Connecticut, Department of Administrative Services ( DAS (https://portal.ct.gov/DAS) ), Bureau of Information Technology Solutions (BITS) is accepting applications from current state employees for an Information Technology Supervisor (End User Services) (https://www.jobapscloud.com/CT/specs/classspecdisplay.asp?ClassNumber=7606FR&R1=&R3=) in service to all BITS' agencies with primary focus on the Connecticut State Library (CSL (https://portal.ct.gov/csl?language=en\_US) ) in Hartford and Department of Veteran's Affairs (DVA (https://portal.ct.gov/dva?language=en\_US) ) in Rocky Hill.