Technical Support Team Lead

POSITION INFORMATION

Job Code: R44340
Full Time Salary Range: $6,414.00 - $8,873.00

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MISSION STATEMENT

At the Colorado Judicial Department our mission is to provide a fair and impartial system of justice that:

• Protects constitutional and statutory rights and liberties
• Assures equal access
• Provides fair, timely and constructive resolution of cases
• Enhances public safety
• Supervises offenders
• Facilitates victim and community reparation

STATEMENT OF DUTIES

General Statement Of Duties:
The Technical Support Team Lead supervises and coordinates the statewide IT Support Technicians team in accordance with Information Technology Services (ITS) quality assurance standards. The Technical Support Team Lead performs a variety of enterprise system support duties including desktop, mobile, and peripheral device troubleshooting of all computer hardware and software issues; performing computer repairs; and assisting customers in setting up new applications, installations and configurations.

Distinguishing Factors:
Work is distinguished from IT Support Technicians by its inclusion of supervisory responsibilities which includes the scheduling of resources, mentoring and coaching on advanced technical matters, providing direction and instruction to staff concerning operating procedures and policies necessary to achieve Branch wide objectives. This position monitors, measures and communicates service level performance to the ITS management team. The position recommends and initiates process improvements to maximize business efficiencies.

ADDITIONAL COMMENTS

This position will supervise a team of technicians primarily located in the southeast/southwest regions of Colorado in the 3rd, 4th, 5th, 10th, 11th, 12th, 15th and 16th Judicial Districts. This position will require travel to Denver on at least a (1) one day per month and travel to district sites as needed across Colorado. This position does require work on-site with an option to work remotely.

ESSENTIAL FUNCTIONS

Leads and manages local and regional IT Support Technicians statewide. Manages the team workflow to maximize business and technical efficiencies.

Develops, communicates and implements new policies and procedures through both verbal and written documentation. Assists, coaches and mentors IT Support Technicians both technically and on policies and procedures established by ITS. Provides alternate work methods or process modifications as necessary.

Supervises IT Support Technicians; assigns and prioritizes staff tasks and projects; counsels, trains and coaches IT Support Technicians on ways to improve customer support; develops staff skills and conducts performance evaluations; provides recommendations for hiring, evaluating, performance plans and disciplinary actions; completes/certifies time sheets and responds to Paid Time Off requests; determines work schedules and coordinates additional coverage as necessary/required; and establishes expectations and provides employee performance feedback on an on-going and annual basis.

Works closely with Court Executives, Chief Probation Officers, private probation users, outside agencies and other court personnel to provide customer support and technical needs/requirements.

Provides leadership by organizing, developing and coordinating all projects designated by ITS and the judicial districts.

Works directly with IT Support Technicians to ensure quality control and inventory management standards are met.

Ensures all work items are completed satisfactorily and that all customer requests are responded to in a timely manner. Manages the workflow at each location to ensure and maximize efficiencies.

ESSENTIAL FUNCTIONS CONT.

MINIMUM QUALIFICATIONS

Minimum Education:
Graduation from a two or four year accredited college/university and three years of technical support experience. Additional work experience may be substituted on a year-for-year basis for the required education.

Physical Demands:
While performing the duties of this job, the employee is regularly required to walk. The employee frequently is required to stand; sit; reach with hands and arms; and perform repetitive motions with wrists, hands, and fingers; stoop, kneel, crouch, or crawl; and talk or hear. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Work Environment:
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and high precarious places. Occasionally handles emergency or crisis situations; frequently subject to interruptions, and multiple calls and inquiries. The noise level in the work environment is usually moderate.