The Client Technologies Manager improves business processes and supports critical business strategies by managing end user support and administration of computer technologies.  In close coordination with IT Leadership, this position will lead the transformation of IT systems processes dedicated to providing excellent customer service and support of all KFB systems users. Familiar with a variety of the field’s concepts, practices, and procedures.  Relies on extensive experience and judgment to plan and accomplish goals.  Performs a variety of tasks.  Leads and directs the work of others.  A wide degree of creativity and latitude is expected.    

Manages a team of State Office support personnel who troubleshoot and resolve IT issues.

Ensures the Help Desk Team uses the required tools to identify, document, track, and resolve reported problems.

Analyzes Help Desk Team activities and develops tools and process improvements to optimize service and staff performance.

Manages the IT technical staff who oversee all aspects of the company’s physical and virtual desktop environment, including security patch management and software licensing

Contributes to connectivity effort by maintaining communication and acts as a liaison between the Information Technology department and other business areas, especially the Executive Offices and others located within the State Office facility

Demonstrates a positive supportive attitude of company and departmental goals.

Directs the utilization of staff and information resources to achieve company and departmental objectives on time and within budget.

Manages vendor relationships to include contract proposal, negotiations, and renewals.  Ensures vendors provide services as agreed while continually managing costs.

Directs the resolution of complex or unusual problems for the functional area supported by their team.

Executes business strategies consistently to improve efficiency and effectiveness of assigned operations. 

Develops and maintains a staff that is professional, service oriented, and well trained, by having honest conversations, providing positive reinforcement, as well as, opportunities for growth and development.

Leads the team by maximizing each person’s ability to make a positive impact. 

Conducts performance reviews for staff, including professional development plans and goals in a timely and effective manner.

Reviews and makes recommendations for merit adjustments and promotions that are based on performance.

Participates with other IT Leaders in reviewing applications, interviewing, and hiring the best possible candidates for the department.

Demonstrates by practice a commitment to IT guiding principles, strategies and values ensuring they are incorporated into department deliverables.

Develops leadership by delegating authority and responsibility while maintaining ultimate accountability.

Manages technology projects, both corporate and operational IT initiatives

Regular, predictable attendance as employee must physically be in the office.

This list of essential functions is not inclusive and may be supplemented as necessary.

Other Responsibilities

Effectively builds a network of contacts at all levels within the organization.

Provides exceptional customer experiences by understanding and anticipating customer needs.

Manages relationships in ways that promote service and support the organization.

Provides clear, concise information to others in verbal, written, and electronic forms of communication. 

Works with IT Leadership and Human Resources with regards to staffing and employee needs.

Conducts regular status and team meetings.

Participates and contributes to the corporate and departmental budget/ planning processes.

Leads Technical support teams.

Promotes connectivity regarding technology projects, including creating/presenting project plans to audiences throughout KFB (leadership teams, district meetings, etc.)

Maintains working knowledge of IT audit, compliance, and security requirements to ensure the staff both adheres to best practices and promotes them throughout the KFB user community

Assures Continuous Disaster Recovery (technical recovery) readiness            

Job Specifications

Physical demands:  Sitting; Normal vision/hearing with or without correction; Reading; Speaking; Occasional Overnight travel; Driving a car.

Mental demands:  Ability to work under time pressure and stress; Analysis, decision making and organizational skills; Ability to handle multiple, concurrent projects; Prolonged concentration; Critical thinking; Influence management; Conflict resolution; Ability to provide consultation on after hours production problems.

Environmental factors:  Standard office lighting, temperature and noise.

Equipment:  Keyboard; Telephone; Calculator; Automobile

Minimum two years formal college education.  Bachelor’s Degree preferred.  Consideration may be given to those who possess formal education, training, and experience to acquire knowledge and skills generally equivalent to a four-year college student..

Five or more years’ experience in the information technology field with demonstrated leadership skills.  Minimum three years with end user support.

Collaborative and communicative work style is a must.

Experience on multiple platforms is desired.

Strong communication skills (written, verbal, and listening).

High level of accountability and discretion is required of this role; position is afforded access to sensitive business data and user situations

A broad, high level understanding of industry trends regarding computer hardware and software technologies and administration