State Of Kansas Shawnee , KS 66203
Posted 1 week ago
Job Posting
Important Recruitment Information for this vacancy:
Department of Administration, Office of Systems Management
https://www.admin.ks.gov/offices/osm
About the Position:
Who can apply: Anyone
Classified/Unclassified Service: Unclassified
Full/Part-time: Full-Time
Regular/Temporary: Regular
Work Schedule: M-F 8-5
Eligible to Receive Benefits: Yes
Veterans' Preference Eligible: Yes
Compensation:
Note: Salary can vary depending upon education, experience, or qualifications.
Employment Benefits:
First day of employment coverage under the State Employee Health Plan (SEHP) for medical and prescription drug coverage and dental plan.
Additional voluntary options including vision, hospital indemnity, accident and critical illness insurance plans and flexible spending accounts.
SEHP members and their covered family members have access to the HealthQuest Health Center at 9th and Kansas Avenue in Topeka for in person and virtual health care services.
Sick & Vacation leave
Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
Paid State Holidays (designated by the Governor annually)
Employee discounts with the STAR Program
Retirement and deferred compensation programs
Visit the Employee Benefits page for more information
Position Summary & Responsibilities:
Technical Support Manager
The Department of Administration, Office of Systems Management is seeking a Technical Support Manager to manage the statewide Kansas Service Desk. We encourage all levels of experience to apply. Position is based in Topeka, Kansas.
The statewide Kansas Service Desk is managed and supervised by the Technical Support Manager with the responsibility to manage the work of three service desk staff. The position requires technical proficiency in working with the Service Desk software (ServiceDesk Plus) as well as the statewide PeopleSoft ERP. The Kansas Service Desk is the first point of contact for support and troubleshooting for PeopleSoft users. The Technical Support Manager is responsible for the team's performance by creating strategy, giving assignments, and management of workload. Meeting and or exceeding customer expectations in alignment with service levels is a top priority. The manager will be accountable for ensuring that the application service desk support standards and processes are followed.
Essential Job Functions:
A qualified candidate will perform the following duties and responsibilities, but are not limited to:
Manage and build a cohesive Kansas service desk team by approving leave requests, approving timesheets, completing performance reviews with feedback, coaching, and staff development
Manage and administer the service desk software, ServiceDesk Plus
Manage the service desk support for the statewide PeopleSoft system (Financials/Supply Chain Management (SMART), Human Capital Management (SHARP), Employee Self Service (ESS), Candidate Gateway (Careers), eSupplier)
Provide phone service desk coverage for the Statewide Learning and Performance Management system
Ensure that customer service is a priority and that issues are addressed promptly, professionally, and accurately
Monitor and manage service desk phone queue (participate in escalated calls as needed)
Monitor the service desk email inbox and distribute system email communications (email blasts) to distribution lists using Granicus gov
Delivery
Coordinate with system team managers to create and communicate application user guides and service desk material
Advise management on situations that may require additional support or escalation
Oversee solutions and documentation repository and ensure solutions are communicated to and available for staff
Provide phone service desk coverage for the State of Kansas directory assistance.
Required Qualifications:
Demonstrated experience managing support teams, service level agreements and service delivery metrics
Good interpersonal skills and the ability to interact with customers and team members
Experience working in a service desk or customer service environment
Ability to be a self-starter who can work both independently and as part of a team
Strong documentation skills and attention to detail
Ability to handle multiple tasks and meet deadlines
Commitment to customer service and maintaining a positive attitude
Preferred Qualifications:
3 years of management experience in a service desk or customer service environment
Bachelor's degree in business or related field
Experience working with computer systems
Functional or technical experience in one or more of the following applications:
PeopleSoft ERP systems
Granicus gov
Delivery
ServiceDesk Plus
Atlassian Confluence
ServiceNow
Recruiter Contact Information:
Name: Kim Warren
Email: dofapersonnel@ks.gov
Phone: 785-296-4770
Mailing Address: Department of Administration Personnel Office, 900 SW Jackson, Room 401-N, Topeka, KS 66612
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.
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"
Required documents for this application to be complete:
Upload the DD214 (if you are claiming Veteran's Preference) on the Careers
Upload these on the Attachments step in your Job Application:
Resume
Cover Letter
Helpful Resources at jobs.ks.gov: "How, What, & Where do I Upload Documents" and "Save Tax Clearance Certificate as a PDF"
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 recruiter.
State Of Kansas