Office of Information Technology Services (OITS)

Our employees are our most valuable resource, pivotal to our success. OITS is dedicated to fostering a work environment that values work-life balance. With the state’s generous paid time off, including holidays, this ensures our employees have the time they need to rejuvenate. We actively support our team's professional growth through tuition and certification reimbursement, empowering them to pursue their career aspirations. With ample opportunities for continued learning, we prioritize career and leadership development and mentorship. OITS is a great place to work, come join our team!

Verification of identity and employment eligibility to work in the United States is required by federal law. For a list of acceptable documents that establish these criteria, please refer to the federal Form I-9. OITS does not provide sponsorships for this position.

E-Verify: The Office of Information Technology Services (OITS) participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S. For additional information regarding E-Verify, please click here. For additional information regarding Immigrant and Employee Rights (IER) please click here.

Office of Information Technology Services

About the Position:

• Who can apply: Anyone
• Classified/Unclassified Service: Unclassified
• Full/Part-time: Full Time
• Regular/Temporary: Regular
• Eligible to Receive Benefits: Yes
• Veterans’ Preference Eligible: Yes
• This position is eligible for OITS's hybrid work program. The candidate must work in the office three days a week. The supervisor and business needs will determine the hybrid schedule.

Compensation:

• Annual Salary/Hourly Rate: $65,000.00 - $82,000.00/annual

Note: Salary can vary depending upon education, experience, or qualifications.

Position Summary:

This position will exist in the Office of Information Technology Services (OITS) and be part of the Chief Experience Officer (CXO) team reporting directly to the Chief Experience Officer.

This IT Support Manager position will provide leadership, mentorship, and supervision of the End User Device Services team. The position is responsible for delivering technical support services and solutions that are timely, effective, and delivered with the highest quality. The Manager will need to build credible relationships with the user community and ensure customer expectations are met and exceeded. Oversees a range of functions designed to deliver superior customer services. Their goal is to enhance the customer experience by delivering exceptional services that meet or exceed client expectations. The Manager will regularly review and analyze performance metrics to identify areas for improvement and make informed decisions to optimize service delivery. Requires strong knowledge with Microsoft environments and tools used to manage the environment such as Active Directory, Intune, etc., Windows 10, MS Office 365 Suite and working in enterprise environments, must be able to perform quality monitoring, scheduling, training, support analytics, and other agency duties. The IT Support Manager will be managing short term and long-term strategic needs of the End User Device Services Group.

The IT Support Manager will be responsible for coordinating and providing strategic direction for a scalable End User Support Services solution in support of the Kansas Agency needs. Will be responsible for coordinating and overseeing the disaster recovery exercise(s) specific to End User Support Services.

Required skills:

• Highly collaborative orientation, with great diplomacy, analytical and organizational skills.
• Excellent written, oral, interpersonal, and presentation skills and the ability to effectively communicate with and work collaboratively with Agency technical teams as well as Agency leadership and business unit management when required.
• Must possess critical thinking skills, using logic and reasoning to identify strengths and weaknesses and can seek alternative solutions, conclusions and approaches to problems.
• Must be able to communicate technical topics to a non-technical audience and vice-versa, through presentations, reports, facilitations, etc.
• Must be able to communication client facing announcements to address service outages, system upgrades and general IT informational announcements.
• Ability to weigh issues in an unbiased manner while considering both the strategic and tactical requirements of OITS and the Agency.
• Must be able to confront issues openly and quickly, yet tactfully.
• Must be energetic, flexible, collaborative, proactive, creative, highly organized and have a positive attitude.
• Must have experience with gathering and analyzing metrics to benchmark the end user device support team workload/performance and identify trends and issues.
• Ability to quickly learn new subject matter areas, access operation maturity, establish KPI’s and metrics and drive towards operational maturity.
• Knowledge of ITSM and ITIL Foundation including incident management, system support, policy and procedure development, and problem management processes.
• Experience in training staff on operational procedures and troubleshooting techniques.
• Experience in working in a customer focused IT support environment which has included technical problem resolution.
• Must have experience of a leadership role in supervising staff in an IT support environment.
• Must possess extensive knowledge and experience of using and supporting MS Windows Operating Systems, Office products, configuring and troubleshooting PC hardware and network configurations.
• An understanding of team dynamics, including what factors make a team work well and what can go wrong. Team experience essential - must work well in a team.
• Experience designing customer service procedures and systems that support an excellent delivery of service.
• Experience managing budgets, monitoring progress, tracking key performance indicators (KPIs), surveying clients, and solving problems.
• Experience measuring service delivery performance using key performance indicators (KPIs) that track various aspects of service quality, efficiency, and customer satisfaction.
• Experience managing projects.

Applicants for this position must pass a fingerprint based national background investigation.

Desired Skills and/or Qualifications:

• Five to Seven (5-7) years of experience in information systems. A combination of education, training, and experience may be substituted when competency in the role is demonstrated.
• A successful track record of complex information technology experience is essential.
• Professional background including experience planning and managing within a managed service operation is desired.
• Professional background including experience with End User Support, Project Management and End User Device Management is required.

Necessary Special Requirements: Ability to obtain and retain an OITS Security and KCJIS clearances are requirement of employment and continued employment.

Disclaimer: Due to security requirements related to system access, the following will result in disqualification for this position: Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions less than 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor).

Employment Benefits:

In addition to the starting salary, the State of Kansas offers a significant benefits package that is available the first day of employment. All benefits eligible, full-time employees may elect to enroll in:

• Comprehensive medical, mental, dental, vision, and additional coverage
• Sick & Vacation leave
• Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
• Paid State Holidays
• Employee discounts with the STAR Program
• Retirement and deferred compensation programs

• This benefits package represents additional annual compensation.

Visit the Employee Benefits page for more information…

Recruiter Contact Information:

• Name: Dy Gadberry
• Email: OITS_Recruitment@ks.gov
• Mailing Address: 900 SW Jackson St, Room 803, Topeka, KS 66612

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Required documents for this application to be complete:

• On the My Job Applications page, verify these documents are present and valid. Upload or delete and upload new if needed.
  • DD214 (if you are claiming Veteran’s Preference)
• Inside your Job Application upload these documents:
  • Resume (or choose existing if you have one)
  • Cover Letter

Helpful Resources at jobs.ks.gov: “How, What, & Where do I Upload Documents.”

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Job Application Process

• First Sign in or register as a New User.
• Complete or update your contact information on the Careers> My Contact Information page. *This information is included on all your job applications.
• Upload required documents listed below for the Careers> My Job Applications page. *This information is included on all your job applications.
• Start your draft job application, upload other required documents, and submit when it is complete.
  • Manage your draft and submitted applications on the Careers> My Job Applications page.
• Check your email and My Job Notifications for written communications from the Recruiter.
  • Email – sent to the Preferred email on the My Contact Information page.
  • Notifications – view the Careers> My Job Notifications page.

Helpful Resources at jobs.ks.gov: “How to Apply for a Job – Instructions” and “How to Search for a Job – Instructions."

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How to Claim Veterans Preference

Veterans' Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager.

Learn more about claiming Veteran’s Preference

Equal Employment Opportunity

The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability, or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.