Open Until Filled
GENERAL DESCRIPTION:
Lead technology support that keeps Wyoming state agencies connected, productive, and moving forward.
The Enterprise Technology Manager I serves as a first-level Customer Support supervisor, leading and supporting a team of technicians who provide Tier II desktop and end-user support to state agencies across Wyoming. This position plays a key role in delivering reliable technology services while helping agencies navigate evolving operational and technical needs.
Working closely with agency partners and department leadership, this role coordinates the planning and execution of technology refresh projects and ensures effective day-to-day support operations. Responsibilities include supervising staff, managing workloads, monitoring ticket queues and service-level performance, and overseeing technical and operational activities that support high-quality customer service.
This position also develops workforce dashboards and reports, enforces policies and standards, and assists with project management and coordination to ensure successful implementation of technology initiatives. As a collaborative leader, the Enterprise Technology Manager I works directly with agency stakeholders to understand business needs and identify technology solutions that improve efficiency, strengthen operations, and align with Enterprise Technology Services (ETS) standards and strategic goals.
This role is ideal for a motivated technology professional who enjoys leadership, problem-solving, customer service, and driving operational excellence in a fast-paced and service-focused environment.
Working for the State of Wyoming offers more than a paycheck. Our total compensation package includes:
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Comprehensive health, dental, and vision insurance
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Paid vacation, sick leave, FMLA and holidays
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Retirement - Pension and 457B plans that help you build a secure future
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Flexible schedules and work-life balance options
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Meaningful work that makes a difference for Wyoming communities and MUCH MORE!
Click here for detailed information, or you can watch this short video to learn about our benefit package!
Want to see the full value of your compensation beyond salary?
Explore our Total Compensation Calculator:
https://compensationcalculator.wyo.gov
Human Resource Contact: Jennifer Erickson / 307-275-5114 /[email protected]
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function that may be performed at the job level.
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Directs, manages, and leads a team of support technicians ranging from entry-level to seasoned and experienced staff. Supervises the activities of Customer Support technicians, assigns work, sets expectations, monitors performance, addresses performance issues, manages ticket assignments, and ensures consistent, high-quality desktop and end-user service excellence across assigned agencies and locations. Assists in the accomplishment of department and agency goals and objectives.
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Demonstrates leadership, accountability, and professionalism by fostering a positive and collaborative work environment, recognizing individual and team accomplishments, and addressing challenges constructively. Fosters a proactive stance towards emerging technologies, using a “lead by example” approach to drive growth within the assigned team and agency through continual innovation, exploration, and learning. Actively supports the professional development of staff and promotes continuous improvement.
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Oversees the professional development of technical staff by providing adequate training, coaching, and mentorship. Performs written bi-yearly performance evaluations and provides constructive feedback to the employee on their performance through the review of completed work assignments, goals, and competencies. Exercises considerable independent judgment to select the proper course of action. Evaluates the work of customer support technicians to ensure compliance with established guidelines, methods, procedures, policies, and industry best practices.
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Oversees day-to-day operational workload by monitoring ticket volumes, priorities, service levels, and staff capacity. Adheres to ITSM best practices when managing incidents and service requests. Escalates the receipt of complex trouble calls and the diagnosis of issues, and ensures outcomes and solutions are properly documented. Develops and maintains dashboards and reports to track workload distribution, ticket status, response and resolution trends, and service level performance, using data to inform decisions, adjust priorities, and communicate status to management and stakeholders. Focuses on the end result by delivering customer value through timely service and service excellence.
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Directs activities through the Technology Replacement Program (TRP), following the IT Asset Management lifecycle, such as coordination and planning with agency contacts, endpoint imaging, configuration, deployment, and disposal using the Enterprise asset management system. Reviews and consults on standard images and security baselines. Ensures devices are properly enrolled, configured, patched, secured, and validated prior to deployment. Reviews hardware standards and refresh approaches by evaluating performance, reliability, and supportability of desktop and endpoint technologies. Provides recommendations to leadership regarding hardware standards, refresh cycles, and field support impacts to ensure efficient and sustainable service delivery. Verifies endpoint compliance status, troubleshoots enrollment or policy application issues, and supervises remediation activities within defined procedures. Coordinates and manages efforts to sanitize and dispose of old equipment according to compliance and regulatory requirements.
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Works directly with agency contacts and stakeholders to understand business challenges, provide status updates, and ensure service expectations are met. Identifies opportunities to improve service delivery or address business problems through technology solutions, coordinating with technical teams and leadership as needed. Collaborates with other CSS supervisors and leadership on program improvements, projects, and cross-team initiatives. Assists with project planning, coordination, execution, and change management activities by aligning staff resources, monitoring progress, identifying risks or dependencies, and keeping stakeholders informed.
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Develops, documents, and maintains team procedures, work instructions, and operational guidance to ensure consistent service delivery and compliance with established policies and standards. Assists managers with the development, review, and implementation of policies and procedures by providing operational insight, customer perspective, and practical recommendations. Enforces policies, standards, and procedures while supporting enterprise technology strategy, initiatives, and organizational goals. Ensures team adherence to security, operational, and compliance requirements, and takes appropriate action to address deviations in a consistent and impartial manner.
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Research alternative technology solutions and recommend the best solutions that meet the needs of the agency, with consideration to any budgetary restrictions, policy\legal issues, and users with conflicting interests. Directs and manages proof-of-concept or proof-of-value evaluations on emerging and innovative technologies. Takes recommendations and feedback to leadership and/or stakeholders based on the results of such evaluations. Executes specialized projects like State agency migrations, agency relocations, and hardware and software upgrades.
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Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology, hardware, and software. Embraces a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrates a commitment to enhancing skills and knowledge. Collaborates closely with team leaders and peers to disseminate acquired knowledge and participates in cross-training sessions to develop collective expertise. Actively contributes to the sharing of pertinent information derived from skill set advancements.
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Perform administrative duties such as developing monthly status reports, reviewing and approving weekly and monthly time sheets, approving leave, and conducting performance appraisals.
PREFERENCES:
Preference may be given to those with previous state or local government experience
Preference may be given to those familiar with ITIL/ITSM methodologies
Preference may be given to those with experience in managing and coordinating IT projects or initiatives.
KNOWLEDGE:
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Ability to conduct meetings, keeping the task focused on meeting business objectives.
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Experience with various types of operating systems, including Windows 10 and 11 (and their associated versions), COTS applications, and software unique to specific agency business processes.
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Place into production new computer hardware and software.
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Research new technologies and make recommendations on the adoption of new methods or the acquisition of new technical hardware and software tools to improve agency operations.
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Ability to identify and develop technical options for resolving database, application, or system problems to research new technology, and make recommendations to improve agency operations.
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Ability to analyze, design, prototype, implement, and maintain complex “client/server” computer applications. Skilled in inductive and deductive reasoning.
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Knowledge of information technology security and how it applies to implementing various types of hardware and software in diverse agency environments. Looking for strong security skills.
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Skill in making independent decisions; skill in assuming responsibility, taking initiative, and working with minimum supervision; skill in work prioritization; ability to handle challenges.
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Skill in interpersonal relations, oral and written communications; ability to communicate clearly and effectively with people who have varying degrees of technical knowledge and leadership roles, within and outside of the agency.
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Ability to interpret and apply state policies and procedures.
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Knowledge and understanding of agency mission, policies, and procedures.
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Skills in project and project management, with the ability to manage multiple tasks simultaneously.
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Ability to mentor and guide support technologists.
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Ability to communicate and develop collaborative relationships to facilitate the accomplishment of goals among divisions and all organizational levels.
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Ability to listen and discern a problem or request with careful attention to detail, then independently research and assimilate that information to provide options for the best possible solutions.
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Ability to evaluate new technology and determine relevance and validity towards agency objectives.
MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (Computer Technology)
Experience:
1-3 years of progressive work experience (typically in Computer Technology)
OR
Education & Experience Substitution:
4-7 years of progressive work experience (typically in Computer Technology)
Certificates, Licenses, Registrations:
None
077-Enterprise Technology Services - Customer Support
Click here to view the State of Wyoming Total Compensation Calculator.
URL: http://agency.governmentjobs.com/wyoming/default.cfm
The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.
Class Specifications are subject to change, please refer to the A & I HRD Website to ensure that you have the most recent version.