Kansas Office of Judicial Administration
IT Support Manager - Office of Judicial Administration
Kansas Office of Judicial Administration, Topeka, Kansas, United States, 66652
IT Support Manager - Office of Judicial Administration
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 focuses on 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 aligns IT initiatives with business objectives, manages risks, and ensures 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.
Responsibilities
Oversee the daily operations of the Kansas Judicial Branch Technical Support Center (TSC) including the central IT helpdesk, Senior IT Support team and Courtroom Support Team, ensuring 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; track and analyze performance metrics and support trends to identify opportunities for service improvement and automation
Ensure prompt and professional customer service, set service-level expectations, and hold 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 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
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: Interviews will begin the week of August 4, 2025
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 ada@kscourts.org or by TDD through the Kansas Relay Center at 800-766-3777 or 711.
THE KANSAS JUDICIAL BRANCH IS AN EEO / AA EMPLOYER
#J-18808-Ljbffr
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.
Responsibilities
Oversee the daily operations of the Kansas Judicial Branch Technical Support Center (TSC) including the central IT helpdesk, Senior IT Support team and Courtroom Support Team, ensuring 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; track and analyze performance metrics and support trends to identify opportunities for service improvement and automation
Ensure prompt and professional customer service, set service-level expectations, and hold 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 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
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: Interviews will begin the week of August 4, 2025
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 ada@kscourts.org or by TDD through the Kansas Relay Center at 800-766-3777 or 711.
THE KANSAS JUDICIAL BRANCH IS AN EEO / AA EMPLOYER
#J-18808-Ljbffr