Manager of Application Support

Summary Statement

The Manager of Application Services is a senior level position which directs the Application Support, Business Solutions (PI&QA) and Project Management Teams for the Judicial Information Center. This position will serve as one of 4 Senior Leads within the organization, reporting directly to the Judicial Branch Chief Information Officer.

Preferred Qualification

Applicants who do not possess the preferred qualifications will still be eligible to compete for this position if job requirements are met.

Knowledge of the Delaware Courts and how they operate.

Experience managing multidisciplinary teams with a diverse range of expertise.

Experience developing and managing a budget for a team as part of a larger organizational budget.

Experience managing vendors and holding them accountable for deliverables on time and within budget.

Experience with projects and project management concepts including but not limited to resource management, vendor management, budget management, managing schedule and scope, communicating to stakeholders.

Ability to evaluate business needs from multiple requestors, prioritize tasks and direct team members.

Experience with Microsoft Office including Microsoft Project and Microsoft Visio.

Experience managing requests through an IT Service Management (ITSM) solution.

Strong technical skills with experience using and supporting complex computer systems such as a case management system.

Strong customer service skills and an ability to analyze a technical situation and communicate it to an audience in a non-technical way.

Must be a leader who will make decisions based on evidence and logic and in the best interest of the Delaware Judicial Branch.

Essential Functions

Responsibilities of this role include:

Reviewing and Prioritizing work for the Application Support, Business Solutions and Project Management Teams, providing support as needed

Establishing procedures for the evaluation, prioritization, planning and execution of efforts

Act as the liaison between JIC and vendors who support our current suite of applications, escalating issues as needed for support and overseeing remediation in collaboration with fellow Sr. Managers

Collaborate with the senior staff on planning efforts including Operations and Networking, Development and Helpdesk

Lead a multidisciplinary team through troubleshooting production incidents, coordinate vendor engagements and assist with communication to the Courts about system issues

Manage the team’s work in the areas of: Business Analysis

Process Improvement

Application Support

Project Management

IT Training

Testing (SIT, UAT, Writing Use Cases, etc.)

Providing both executive level and detailed updates to the CIO, escalating issues as needed for resolution

Actively participate in business analysis, project management, process mapping, ticket creation and resolution and other hands-on tasks as needed by the team and organization.

Job Requirements

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

At least 5 years of experience managing employees, including other managers

At least 5 years of experience working in an IT Environment delivering technology services or solutions to a business or government entity

5 years of experience in one of the following disciplines: Business Analysis, Project Management, Process Improvement, Testing or Application Support

Must be able to communicate clearly both in writing and verbally

Additional Posting Information

A telework option may be extended to the employee selected for this position if the criteria is met per the Delaware Judicial Branch Telework Policy.

Conditions of Hire

A satisfactory criminal background check is required as a condition of hire.

Direct deposit of paychecks is required as a condition of hire.

Benefits

Full time employees are eligible for FREE parking!

To learn more about the comprehensive benefit package please visit our website at

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. TDD users may request an auxiliary aid or service by calling or by visiting delawarerelay.com. You may also call or email for additional applicant services support.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.