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Position number :                    K0243377

Location of Employment:      Kansas Judicial Center, Topeka, KS

Position Title and Salary :      IT Support Manager, grade 50, $ 84,350.45 annually

$86,385.34 with six months of successful performance

$92,960.10 with one year of successful performance

Kansas Judicial Branch Benefits State Employment Center - Benefits (ks.gov) (https://admin.ks.gov/services/state-employment-center/benefits)

Reports to: Kansas Judicial Branch Director of Information Services

Overview:

The IT Support Manager is responsible for overseeing and leading the Kansas Judicial Branch Technical Support Center (TSC) that includes the central IT help desk, Senior IT Support Team (Tier 2 IT Support) and Courtroom Support Team.  The manager will ensure high-quality technical assistance for the Office of Judicial Administration (OJA) users and Kansas District Court personnel statewide. This role is central to delivering exceptional customer service, ensuring that judicial staff receive timely, efficient, and professional IT support to maintain seamless court operations.

Under the direction of the Deputy Chief Information Technology Officer, the IT Support Manager plays a strategic role in aligning IT initiatives with business objectives, managing risks, and ensuring compliance with regulatory requirements and security best practices. By fostering a culture of collaboration, accountability, and continuous improvement, this position enhances the overall efficiency and effectiveness of IT support services.

A core function of this role is managing a helpdesk ticketing system to ensure swift issue resolution, proactive problem-solving, and trend analysis to improve IT service delivery through IT frameworks such as Information Technology Infrastructure Library (ITIL) and IT Service Management (ITSM). Additionally, the IT Support Manager serves as a key liaison between IT teams, the Supreme Court, the Court of Appeals, District Court personnel, statewide Justice Partners and vendors, strengthening relationships to drive innovation and operational excellence.

This position requires a customer-centric approach, emphasizing clear communication, responsiveness, and a commitment to service excellence to support the critical work of Kansas courts.

Examples of work performed and key responsibilities:

IT Support Operations & Helpdesk Management

+ Oversee the daily operations of the Kansas Judicial Branch Technical Support Center (TSC) which includes the central IT helpdesk, Senior IT Support team and the Courtroom Support Team, ensuring the efficient resolution of technical issues.

+ Serve as the Service Owner for all customer centric applications with responsibility for the management and continuous improvement of systems, including the helpdesk ticketing system, workstation imaging, patching, asset inventory, mobile device management and related tools.  Responsible for tracking and analysis of performance metrics and support trends to identify opportunities for service improvement and automation.

+ Ensure prompt and professional customer service, setting service-level expectations and holding the team accountable for meeting response and resolution targets.

+ Provide leadership in incident management and escalations, ensuring critical IT issues are addressed with minimal disruption to court operations.

+ Monitor end-user feedback and implement process improvements to enhance the IT support experience.

+ Plan and implement changes to IT systems, equipment, and support processes to align with best practices and business objectives. Oversee operational deployments from initial planning through execution and post-implementation review.

Leadership & Team Development

+ Lead, mentor, and develop IT support staff, fostering a culture of collaboration, professional growth, and knowledge-sharing.

+ Establish clear performance metrics and conduct regular coaching sessions to ensure service excellence.

+ Promote an environment of continuous learning, providing training on customer service best practices, troubleshooting methodologies, and new technologies.

Customer Service & Stakeholder Engagement

+ Develop strong working relationships with court administrators, judicial staff, and other stakeholders to understand and address IT needs effectively.

+ Act as the primary liaison between end users, IT teams, and external vendors, ensuring seamless coordination of IT support efforts.

+ Communicate technical information effectively to both technical and non-technical audiences, ensuring clarity and understanding.

+ Regularly gather feedback from court users and stakeholders, leveraging insights to enhance IT support services.

Process Improvement & Compliance

+ Continuously assess and improve IT support processes, identifying areas for efficiency gains and increased user satisfaction.

+ Ensure IT support services align with security best practices, regulatory requirements, and compliance standards.

+ Identify and mitigate IT risks, implementing proactive solutions to prevent recurring technical issues.

+ Develop and maintain documentation, standard operating procedures (SOPs), and training materials for IT support operations.

Vendor & Budget Management

+ Manage vendor relationships, ensuring compliance with service level agreements (SLAs) and contractual obligations.

+ Oversee procurement of IT support tools, hardware, and software, ensuring cost-effective solutions that align with business needs.

+ Assist in budget planning and resource allocation for IT support functions.

+ Other Duties as assigned.

Required Education:

+ Associate degree in Information Technology, Business Administration, or a related field. Education requirement can be substituted with relevant work experience

Experience:

+ Three years’ working experience in a related IT role or position

+ One year experience in a lead or supervisory role

+ Knowledge planning and managing IT budgets

+ Familiarity managing relationships with vendors including reviewing contracts and monitoring service level agreements

+ Experience leading and mentoring team members, fostering a culture of collaboration and knowledge sharing.

+ Experience managing a helpdesk ticketing system and analyzing support trends to improve efficiency.

+ Strong leadership and team management skills, with experience coaching and developing IT professionals.

+ Expertise in helpdesk and IT support operations, including troubleshooting hardware, software, and network issues.

+ Knowledge of Audio / Visual equipment in a courtroom, conference room, classroom setting.

+ Excellent customer service and communication skills, ensuring a user-focused approach to IT support.

+ Proven ability to build relationships and collaborate with stakeholders at all levels.

+ Strong problem-solving and critical-thinking skills to resolve technical issues effectively.

+ Knowledge of IT service management (ITSM) principles, including best practices in helpdesk management.

+ Ability to work effectively in a hybrid work environment, balancing remote and on-site responsibilities.

Preferred Qualifications

+ Bachelor’s degree in Information Technology, Business Administration, or a related field.

+ Experience supporting eCourt solutions like a case management system, eFiling system, online records access system, jury management system, etc.

+ Experience in IT project management, system implementation, or process improvement.

+ Experience working in government, legal, or judicial environments.

Applications will be accepted until: Open until filled

The Americans with Disabilities Act ensures your right to reasonable accommodations during the employment process.  A request for accommodation will not affect your opportunities for employment with the Judicial Branch.  If you wish to request an ADA accommodation, please contact [email protected] or by TDD through the Kansas Relay Center at 800-766-3777 or 711.

THE KANSAS JUDICIAL BRANCH IS AN EEO / AA EMPLOYER

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