Technology Service Team Supervisor Print (https://www.governmentjobs.com/careers/colorado/jobs/newprint/4819596) Apply  Technology Service Team Supervisor Salary $89,520.00 - $108,000.00 Annually Location Denver Metro, CO Job Type Full Time Job Number QAA 04871 2.4.2025 Department Department of Early Childhood Opening Date 02/07/2025 Closing Date 2/23/2025 11:59 PM Mountain FLSA Determined by Position Type of Announcement This position is open only to Colorado state residents. Primary Physical Work Address 710 S. Ash Street, Denver, CO 80246 FLSA Status Exempt; position is not eligible for overtime compensation. Department Contact Information ely.behrhorst@state.co.us How To Apply Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed. + Description + Benefits + Questions Department Information STATE OF COLORADO RESIDENCY REQUIRED NOTE: This announcement may be used to fill multiple openings. Colorado Governor Jared Polis is committed to building a Colorado For All, a place where everyone has an opportunity to succeed and live the Colorado way of life. Governor Polis is focused on lowering health care costs for hardworking Coloradans, transitioning the state to renewable energy sources, ensuring every Colorado child gets a quality education, and building an economy that works for everyone. The Governor's staff includes offices for budgeting, communications and outreach, legal counsel, legislative liaison, operations, policy and research, and scheduling. Committed to Diversity - We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities. If you’re looking for a place where you can be your authentic self at work and celebrate the uniqueness of those around you, then we want to talk to you! State of Colorado employees were asked to reflect on their experience with equity, diversity, and inclusion. Click here to learn more about their experiences Colorado For All - Colorado Employees Reflect on Equity, Diversity, & Inclusion (https://www.youtube.com/watch?v=eAPo-IRsOZU&t=3s) We offer a generous benefits package including: • 11 paid holidays per year plus vacation and sick leave • Medical, dental, and vision plans • State paid life insurance policy • Choice of 2 retirement plans (defined benefit or defined contribution) • Optional 401(k) and 457 plans • State paid short-term disability coverage • Additional optional life and disability plans • Credit Union membership • Training and professional development To learn more about State of Colorado benefits visit: https://www.colorado.gov/dhr/benefits. This position will have the opportunity for a hybrid schedule (combination of in-office and remote workplace). **Please note - equipment provisioning and certain onboarding tasks will take place in person, in our Denver office, on the first day of employment.** The Colorado Department of Early Childhood (CDEC) ensures the delivery of a comprehensive, community-informed, data-driven, high-quality, and equitable early childhood system that supports the care, education and well-being of all Colorado's young children, their families and early childhood professionals in all settings. CDEC provides access to collaborative, coordinated, quality early childhood programs and support to children, families, and early care professionals in an effort to best prepare Coloradans for future success. CDEC works with many partners, including parents, schools, child care providers, Early Childhood Councils, counties, Community Centered Boards, early intervention service providers, family resources centers, county human services, county public health, businesses, community organizations, and other stakeholders to provide high-quality early childhood and family support programs. The CDEC Technology team resides within the Division of Business Operations, Innovation, Technology, & Security (BITS). The Technology team is focused on managing CDEC’s enterprise applications & systems. This is achieved through a balance of application management, operational support, and continuous enhancement. Technology supports the CDEC mission through the management of the primary mediums of CDEC’s service delivery. These are critical applications that ultimately allow CDEC to execute its goals, outcomes, & objectives. While the individual goals are often driven by individual programs, this team holds the significant responsibility of understanding how each part of the CDEC enterprise infrastructure fits in, impacts, and influences the entire technological ecosystem. All decisions, actions, and solutions executed by the Technology team shall be sustainable, interoperable, & secure. Technology’s primary customer & end user is the recipient of the service being delivered through the enterprise solution. Their primary partners are Product, Program Delivery, & Office of Information Technology (OIT). The inseparable relationship between the Technology & Product teams shall be viewed as 2 sides of the same coin. Both of these teams are primarily focused on the end user - Technology is focused on achieving the desired outcome for the end user and Product is focused on achieving the best possible experience for the end user. Description of Job Class Code & Class Description: H1A2XX Program Management I This position is tasked with maximizing the service delivery of our 21 technology systems. Our Technology Service team owns a critical forward-facing role with our end users, representing the pivot point between our service delivery mediums and those that receive the services. At all times, the position shall be focused tirelessly and endlessly on the needs and service experience of the identified end user for each output. This position is expected to unify, align, and maximize the service delivery to CDEC’s end users through leading the Technology Service team, which includes Service Coordinators and Help Desk Support, in ticketing, triaging, troubleshooting of all issues raised by end users throughout the technology systems; focusing on how to minimize issues and problems discovered either by customers or internal users; informs system upgrades and maintenance; consults with team members, vendors, and internal and external stakeholders, formulates decisions and executes solutions. The position is expected to utilize an Agile, iterative approach to all technology service duties across the BITS technology infrastructure. CDEC, along with its infrastructure of applications and systems, is an expansive, dynamic agency with thousands of stakeholders. To be successful, this role must have a communicative and collaborative approach to CDEC Technology that is encompassing all these inputs. While we strive to be inclusive of all stakeholders, a principle of the BITS team is that the families, children, and early childhood professionals that we serve have been, are currently, and will continue to be the primus inter pares of all stakeholders. In addition, this role will establish, teach, model, maintain, and iterate a CDEC Service Delivery Vision that will ultimately be championed and carried out by the entire Technology Service team. This role will advise the BITS Director on key strategic decisions relating to the future state of all CDEC technology systems. The position formally supervises 3.0 FTE professional level positions. What you’ll be doing: + This position provides leadership and makes decisions related to the service delivery of the 21 technology systems directly controlled by the BITS Technology Division. + This position designs and implements strategy, systems, processes, guidelines, rules, and standards for future adoption and execution. + This position develops and implements statewide policies, procedures, and operating guidelines governing technology service delivery to empower the Department’s mission and to ensure compliance with state statutes, rules, policies, and procedures + This role shares responsibility with the Technology Operations Manager for the intake of all enhancements, projects, and technical debt management requests. + This position will serve on the CDEC Intake Review Board - an internal governing body to provide oversight and ensure CDEC projects and initiatives are aligned with CDEC Technology ( BITS, Product, & OIT ) strategy, operations, and capabilities + This position shall establish, maintain, and work to resolve the CDEC technology service backlog + Plan, prioritize, assign, analyze and monitor workflow, and maintain appropriate staffing levels and review progress to ensure the quality and quantity of work meets standards and deadlines for deliverables to meet program goals and objectives. + Establish work schedules, review and approve work time and absences. + Initiate the hiring process, provide subject matter expertise to HR during the comparative analysis process, interview candidate and hire. + Recommend promotions and changes in pay, submit personnel or position actions. + Resolve problems, performance issues, disputes, and informal grievances and initiate corrective action or recommend discipline as needed. + Identify training and developmental needs, and provide training as needed. + Provide feedback and coaching, write performance plans, and sign performance evaluations. + Establish operational objectives that include quantitative, qualitative, and milestone data and information to monitor technology applications success in meeting Department goals and customer satisfaction. + Monitor and assess technology application performance and recommend policies, procedures, and actions to ensure Department goals are achieved. + Curates updates, action items, and matters for escalation to bring up through steering committees and CDEC Leadership on the status of technology service and projects. + Perform other duties as assigned Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights Minimum Qualifications: Option I: Experience Eight (8) years of experience in technology, software or operations that includes progressive and increasing responsibilities, which must have included at least 2 years of experience in technology services, help desk or other support role serving a variety of end-users in a ticketing service platform. Option II: Combination of Education and Experience Bachelor’s Degree from an accredited institution in Business, Software, or Technology, or a field of study related to the work assignment AND Four years of professional experience in technology, software or operations that includes progressive and increasing responsibilities, which must have included at least 2 years of experience in technology services, help desk or other support role serving a variety of end-users in a ticketing service platform. Please note:The required experience must be substantiated within the work experience section of your application and in the supplemental questions. Your resume will not be reviewed to determine if you meet the minimum qualifications; only the work experience section and supplemental questions of your application will be reviewed to determine this. “See Resume” statements on the application will not be accepted. In addition, part-time work will be prorated. Substitutions: + Additional appropriate experience will substitute for the degree requirement on a year-for-year basis. + Additional appropriate education will substitute for the required experience on a year-for-year basis. Preferred qualifications: + 6+ years of relevant experience in technology, software, or operations that includes progressive and increasing responsibilities + 2+ years of service/support management experience + Technology service and/or technology operations experience with diverse, multi-division agencies + Experience working with technology operations teams and product teams Highly Desired: + Graduate Degree in Computer Science, Computer Science, Information Technology, Information Systems, or a related field + Strong interpersonal skills to influence decision-making via relationship building + Ability to communicate effectively between technology-based teams and non-technology-based teams + Ability to operate independently while providing elite support to statewide end users + Product-forward, user-centric mindset + Direct experience creating Key Performance Indicators (KPIs) and leading a team to achieving them + Direct experience with Salesforce + Direct experience creating, establishing, maintaining, and resolving service backlogs DEFINITION OF PROFESSIONAL EXPERIENCE: Work that involves exercising discretion, analytical skill, judgment, and personal accountability, and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods. CONDITIONS OF EMPLOYMENT + Applicants must pass a thorough background check prior to employment. + Employees who have been disciplinary terminated, resigned in lieu of disciplinary termination, or negotiated their termination from the State of Colorado must disclose this information on the application. APPEAL RIGHTS: If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director. An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email ( dpa_state.personnelboard@state.co.us ), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action. For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov ; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules. Supplemental Information How to Apply (https://careers.colorado.gov/how-to-apply) (PLEASE READ CAREFULLY) Please note that ONLY your State of Colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection process. Therefore, it is paramount that you clearly describe all your relevant experience on the application itself. Applications left blank or marked "SEE RESUME" will not be considered. Complete Applications must include the following documents: + A complete CDEC Application for Announced Vacancy (please submit online using the green 'APPLY' button at the top of this announcement) + A complete Supplemental Questionnaire (The questionnaire is part of the online application. You will be prompted to answer them as you are completing your online application.) + If you are using education to qualify, a copy of your official or unofficial transcript showing that your degree has been conferred and the name of your school, or your NACES accreditation. Please submit this as an attachment to your online application. + If you are a veteran, a copy of your DD214. Please submit this as an attachment to your online application. Your application will be reviewed against the minimum qualifications for the position. If your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below. Comparative Analysis Process The comparative analysis process will consist primarily of a review of applications against the minimum and preferred qualifications of this position. Applications will be reviewed in comparison to all others in the applicant pool in order to identify a top group of candidates who may be invited for a final interview. Depending on the size of the applicant pool, additional selection processes may be utilized to identify a top group of candidates. Applicants will be notified of their status via email. Failure to submit properly completed documents by the closing date will result in your application being rejected. The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law. ADAAA Accommodations: The Colorado Department of Early Childhood is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to the Human Resources Specialist: ely.behrhorst@state.co.us The Department does not offer sponsored visas for employment purposes. Technical Assistance If you experience difficulty in uploading or attaching documents to your online application, or for any other technical difficulties, call NEOGOV technical support at 855-524-5627 anytime between 6:00 a.m.-6:00 p.m. (Pacific Time). HOW TO APPLY: Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed. IF NOT APPLYING ON-LINE, SUBMIT APPLICATION TO: Online applications are strongly preferred. If you are unable to submit an online application, please reach out to the contact listed. Please note, all applications must be received by the closing date listed on the job posting. DEPARTMENT CONTACT INFORMATION: ely.behrhorst@state.co.us METHODS OF APPOINTMENT: Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason. The State of Colorado offers permanent employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: www.colorado.gov/pacific/dhr/benefits Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon. 01 All positions at the Department require that potential employees undergo a thorough background check. As a condition of employment, you are required to submit to pre-employment screening if offered the position. Are you willing to meet this requirement? + Yes + No 02 Are you willing to accept an offer within the posted salary range? + Yes + No 03 Former state employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application. In the space below, please provide an explanation as to why the prior termination or resignation should NOT disqualify your application from the current position. Otherwise, please list N/A. 04 This position has been designated as hybrid. The Hiring Manager will discuss the expectations and details of the schedule with you during the interview process. A hybrid position can work a portion of the time from home and a portion of the time in the state workplace location. A workspace is provided for the employee when they come into the office, which could include a cubicle, office, or hoteling station. When required to come into the assigned state workplace, the employee is required to bear the expense of commuting. Do you understand this expectation and are you willing to meet this requirement? [Please write "YES" in the space below in order to continue in the selection process.] 05 List any additional relevant experience you would like us to consider in determining if you meet the qualifications of this position. Please, include the months and years relevant to the experience you describe. 06 This position will be responsible for consistent, regular, and intentional collaboration between the Technology Operations (System Administrators) & the Product team. Please share your strategy and approach to maximizing collaboration with these teams. 07 Technology is made by people, for people" Please describe what this statement means to you and how you have applied it in your career. Required Question Employer State of Colorado Address See the full announcement by clicking the "Printer" icon located above the job title Location varies by announcement, Colorado, -- Website https://careers.colorado.gov/ Apply Please verify your email addressVerify Email