Information Technology Supervisor, End User Services
Connecticut Department of Administrative Services, Hartford, CT, United States
Recruitment
Recruitment #260416-7606FR-001
Location: Hartford, CT; Rocky Hill, CT
Job Type: Open to Statewide Employees
Salary: $123,405 - $154,679 per year
What We Offer
Visit our new State Employee Benefits Overview page!
Professional growth and development opportunities
A healthy work/life balance to all employees
Position Highlights
Full time, 40 hours per week
Monday through Friday schedule
First shift
Located in Rocky Hill and Hartford, CT
This hybrid position is eligible to apply for telework in accordance with the Telework Policy.
Role
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
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 interface 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.
Selection Plan
To be considered, you must be a current State of CT employee for at least six (6) months of full‑time service or full‑time equivalent, absent any applicable collective bargaining language, and meet the required qualifications listed in the posting.
Minimum Qualifications - General Experience
Nine (9) years of experience in information technology (IT) operations, programming, systems/software development or IT related support area.
Minimum Qualifications - Special Experience
One (1) year of the General Experience must have been performing advanced technical level duties or working as a supervisor in areas such as designing, configuring and implementing complex networks; configuring, installing and upgrading host‑based applications and host/operating‑system software; system software/application development, or performing closely related advanced technical functions. For state employees, this experience is interpreted at the level of an Information Technology Analyst 3.
Minimum Qualifications - Substitutions Allowed
College training in management information systems, computer science or related area may be substituted for the General Experience: fifteen (15) semester hours equaling one‑half (½) year of experience, up 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 a team of technology professionals.
Experience supporting end users and computers with technical issues.
Equal Opportunity
The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.
#J-18808-Ljbffr
Recruitment #260416-7606FR-001
Location: Hartford, CT; Rocky Hill, CT
Job Type: Open to Statewide Employees
Salary: $123,405 - $154,679 per year
What We Offer
Visit our new State Employee Benefits Overview page!
Professional growth and development opportunities
A healthy work/life balance to all employees
Position Highlights
Full time, 40 hours per week
Monday through Friday schedule
First shift
Located in Rocky Hill and Hartford, CT
This hybrid position is eligible to apply for telework in accordance with the Telework Policy.
Role
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
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 interface 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.
Selection Plan
To be considered, you must be a current State of CT employee for at least six (6) months of full‑time service or full‑time equivalent, absent any applicable collective bargaining language, and meet the required qualifications listed in the posting.
Minimum Qualifications - General Experience
Nine (9) years of experience in information technology (IT) operations, programming, systems/software development or IT related support area.
Minimum Qualifications - Special Experience
One (1) year of the General Experience must have been performing advanced technical level duties or working as a supervisor in areas such as designing, configuring and implementing complex networks; configuring, installing and upgrading host‑based applications and host/operating‑system software; system software/application development, or performing closely related advanced technical functions. For state employees, this experience is interpreted at the level of an Information Technology Analyst 3.
Minimum Qualifications - Substitutions Allowed
College training in management information systems, computer science or related area may be substituted for the General Experience: fifteen (15) semester hours equaling one‑half (½) year of experience, up 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 a team of technology professionals.
Experience supporting end users and computers with technical issues.
Equal Opportunity
The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.
#J-18808-Ljbffr