Information Technology Services - ITS

Summary:

Information Technology Services (ITS) currently has an opening for an IT Agency Relationship Manager (IT Manager II) in our Chinden office in Boise. This position will provide direct customer support and interaction, while managing staff and resources to ensure IT services are delivered to meet or exceed customer expectations in IT service delivery and quality.

This role works across both internal ITS operational teams and customer agency senior management to monitor, optimize and improve IT services to ITS customer agencies. Agency Relationship Managers are expected to provide exceptional customer service and ensure all ITS teams maintain optimal service levels, meet deadlines, and communicate effectively. SDMs also provide a direct communication path between the customer and ITS.

The selected individual must have prior experience in an IT customer service and delivery capacity within a large dynamic organization and able to work across and communicate effectively with highly technical staff and non-technical business staff. The selected individual should have solid experience with IT systems and infrastructure across an extremely broad range of technologies. In addition, strong skills in project management, customer service, conflict resolution, time management, negotiation and contract management are essential in this role.

Please note: The successful candidate will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

Example of Duties:

SERVICE DELIVERY

• Meets with agency customers on a regular basis to ensure open and frequent communications as it relates to ITS service delivery and quality expectations.
• Addresses service delivery issues directly, and/or in coordination with other ITS managers.
• Ensures agency customers are well informed of ITS operations that impact them.
• Participates in customer strategic planning and project support to ensure technology is delivered timely and meets customer expectations.
• Addresses service quality issues and develops service quality and improvement plans.

OPERATIONS

• Focuses on short-term operational planning and execution of plans to achieve annual results.
• Determines the way work should be completed within established guidelines.
• Develops short-and long-range plans.
• Prepares project-phase plans, schedules, and cost estimates.
• Researches, plans for, and may assist in the installation of new or upgraded IT needs and requirements.
• Keeps current on IT technology and advancements.
• Advises users and management on IT needs.
• Consults with vendors about future system direction and development.

MANAGEMENT

• Provides leadership and management to a professional work unit.
• Manages the day-to-day activities of projects to ensure completion in a timely manner.
• Develops operating policies and procedures governing IT operations.
• May hire staff, assign work, set priorities, evaluate performance, and assesses staff training needs.
• May develop and monitor a project and/or program budget.
• May negotiate IT service contracts.
• Provides oversight for development of system proposals, feasibility studies, and the design and implementation of integrated systems to meet clients' needs.

Minimum Qualifications:

Some knowledge of:

• Budget practices (cost/benefit analysis). Typically gained by six months of experience performing budget related duties, specifically conducting cost and benefit analysis OR completion of two three credit or equivalent upper division college-level coursework related to budget or financial management.

Good knowledge of:

• Management practices. Typically gained by completion of two three credit or equivalent upper division college-level courses that included all the essential elements of management (Planning, Organizing, Leading, and Controlling); OR the college or university sponsored Center for Management Development Supervision I-IV or equivalent AND six months of experience performing all management elements; OR one year of experience performing all management elements.
• Current trends in information technology. Typically gained by an associate degree or equivalent college level/vo-tech coursework directly related to current information technology trends OR at least two years of work experience in information technology. Education and experience must be within the last five years.
• Computer hardware and software capabilities and limitations. Typically gained by at least two years of work experience in the information technology field working with multiple technologies OR an equivalent combination of classroom training that covered multiple technologies and work experience in the information technology field working with multiple technologies. Education and experience must be within the last five years.
• Experience supervising and training technical IT staff in delivering services to end users. Typically gained by at least one year of experience as an IT team leader or supervisor with a staff of two (2) or more that included answering technical questions from all support levels, including managers.
• Installing and maintaining multiple operating systems and system software which includes multiple technologies and platforms and resolution of conflicting goals with various users. Typically gained by at least three years' experience serving as a major participant in projects involving all of the above areas with direct responsibility for specific phases. Typical projects will span 12 to 18 months.
• Identifying and resolving complex system-related problems dealing with end users and vendors and translating them into workable solutions in a business environment AND making recommendations based on established standards. Typically gained by at least three years' experience performing the following functions: designing, implementing, and/or maintaining solution to meet defined business need; and at least three years' experience making recommendations based on established standards.

PREFERRED QUALIFICATIONS:

• Experience independently solving problems, performing liaison activities to deal with individuals, agencies, or groups to resolve conflicts, while providing high-level customer service.

Applications will be accepted through 11:59 PM MST on the posting end date.

Benefits:

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.*