Durational Project Manager - Helpdesk/Telecom Manager

Introduction At the State of Connecticut, Department of Children and Families ( DCF) Information Technology (IT) unit, our mission is to support the agency's mission of working to improve the lives of children, so they are healthy, safe, smart, and strong. DCF is in the midst of a project to build the CT-KIND, a federally compliant, Comprehensive Child Welfare Information System (CCWIS) for the State of Connecticut. At this time, and in support of this major project, we are seeking to fill a Durational Project Manager in the role of a Helpdesk/Telecom Manager within our Central Office, Information Systems division. The anticipated duration of this position is up to four years; the salary will be in the range of $101,066 to $137,814.00. This position is full-time, 40 hours per week. In this role, you will be responsible for the day to day operations of the helpdesk and telecom teams as they provide support to end users. This includes desktop computing, device maintenance,

printer/scanner support, end user access activation, mobile device activation and support, and telecommunication equipment support. In an organization that believes technology supports good processes, this position ensures the business has the tools it requires to work operationally. This will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolve a variety of technical issues. The helpdesk and telecom staff works in a dynamic, fast-paced call center that provides IT services via Microsoft Teams, over the phone, through email, or walk-in customers. The DPM Helpdesk/Telecom Manager will be responsible for: Managing multiple disciplines as well as support activities while keeping the business informed and engaged Having excellent management skills, providing leadership, coaching and mentoring An exceptional sense of customer service Outstanding communication skills, as this is a business facing role Quickly articulating progress to business users from line level to Agency Executives Providing data and metrics on daily, weekly and monthly timeline Maintaining a knowledge repository of solutions to end user problems and telecom issues Maintaining asset and inventory for end user computing and telecom equipment Develops, implements and maintains procedures for installing, troubleshooting, repairing, and maintaining end user and telecommunications equipment MINIMUM QUALIFICATIONS-SPECIAL EXPERIENCE Ten (10) years of experience in computer or network administration, architecture, operations, production control, systems development, information technology analysis and planning. MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE Two (2) years of the General Experience must have been in a supervisory capacity or one (1) year of the General Experience must have been in a managerial capacity. Note: For State Employees, this is interpreted to be two (2) years at the level of an Information Technology Supervisor or one (1) year at the level of an Information Technology Manager 1 or Agency Information Technology Manager. Easily accessible for all commuters, you'll find us at 505 Hudson Street in Hartford. Statewide travel is required. Please note, State of Connecticut employees participate in a competitive benefitsplan that includes healthcare coverage, a retirement plan as well as paid time off. Selection Plan Please ensure that your application is complete and it includes how your experience meets the preferred qualification as listed in this posting. Please include your resume within the "Resume Tab" of your application. You will be unable to make revisions once you submit your application into the JobAps system. At any point during the recruitment process, applicants may be required to submit additional documentation which supports their qualification(s) for this position. These documents may include performance reviews, attendance, supervisory references, college transcripts, licensure, etc., at the discretion of the hiring agency. You do not have to attach these documents to your application submission. Should you have questions regarding this posting, please contact Jasmyn Raymond at Jasmyn.Raymond@ct.gov. PURPOSE OF JOB CLASS (NATURE OF WORK) In a state agency makes or conducts a special inquiry, investigation, examination or installation pursuant to Section 5-198(n) of the Connecticut General Statutes. PREFERRED QUALIFICATIONS Experience in the following: Managing a team of support personnel in troubleshooting and resolving requests, incidents, and problems with end user computing and telecom. Helpdesk tools that help identify, track, resolve end user issues. Planning, prioritizing, and scheduling helpdesk and telecom activities. Call and Contact Center Management Systems and ACD Systems. SIP/VOIP, PBX, and Analog phone systems. Training, coaching, and mentoring service desk staff. Reporting KPI’s and metrics to management. Inventory management, equipment ordering and procurement for both end user computing and telecom. Performing Root Cause Analysis on system failures and building effective plans for mitigation and resolution. Support Helpdesk Management, Prioritization, Conflict Resolution, and Customer Service. Conclusion AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.