IT Manager I - Tier 1 Primary Support

Information Technology Services (ITS), currently has an opening for an Information Technology Manager Level I in our Chinden office in Boise. This position manages the staff and activities of Tier 1 primary support on the ITS Service Desk Team, servicing a diverse customer base across the State of Idaho.

The selected individual will be accountable for the direct management of people and resources within a specialty unit. This includes ongoing responsibility for planning for future resource needs, budget planning and management, implementation of IT policies, and establishing and ensuring the attainment of objectives and service levels of the assigned unit.

Please note: The successful candidate will be required to pass a fingerprint-based background check as well as other compliance related background checks.

Example of Duties:

MANAGEMENT

• Serves as an individual expert and leader of unit; hires staff, assigns work, sets priorities, and evaluates performance
• Contributes to the development of standards, methods, policies, and procedures
• Mentors and oversees technical development of staff by assessing training needs and conducting training
• Develops and recommends budgets and controls expenditures

OPERATIONS

• Hands on manager providing direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems;
• Shares responsibilities in configuring, troubleshooting, building, designing, and deploying end-user software applications and device hardware;
• Manages, updates and creates service and support documentation within the designated service management system and other documentation sources;
• Follows up with customers on issue resolution; provides daily interaction, both in person, via the phone or via electronic messaging with customers in the management of user reported issues;
• Assesses and evaluates operations to identify functional adjustments to improve performance
• Recommends changes to system hardware, software, operations, and facilities to meet standards and department’s missionAdvises management of required changes and ensures the development and implementation of systems improvement

Some knowledge of:

• Management practices

Experience:

• Serving as a supervisor or team lead to a technical IT staff in delivering services to end users
• Participating in developing system procedures and standardsPerforming production scheduling and control or quality assurance

Pulled from the full job description

• Parental leave
• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance
• Paid holidays, The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.

Information Technology Services is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees to better serve Idaho’s citizens. We sincerely hope you will consider being a part of Information Technology Services success!