Field Services Supervisor (ETS Employees Only) 2025-01041

Salary: $6,757.91 Monthly
Location : Laramie, WY
Job Type: Permanent Full-time
Job Number: 2025-01041
Department: Wyoming Department of Enterprise Technology Services
Division: Enterprise Technology Services
Opening Date: 04/15/2025
Closing Date: 4/21/2025 11:59 PM Mountain
FLSA: Determined by Position
Job Classification: CTEM11

Description and Functions
Open to ETS Employees Only
GENERAL DESCRIPTION:
The position serves as a first-level supervisor for the Enterprise Technology Services (ETS) Customer Support Services team. The purpose of the position is to direct, manage, and monitor the performance of their CSS team as it relates to providing enterprise-wide and State agency information technology (IT) support. The Computer Technology Enterprise Management I position provides guidance and supervision of the team in the accomplishment of division goals and objectives. This position provides leadership and guidance to technicians, leveraging best practices in customer support, service management, and problem-solving methodologies. This role involves organizing regular staff meetings to disseminate information within the team, including updates from other ETS teams, agencies, and leadership.

Human Resource Contact: Jennifer Erickson/jennifer.erickson1@wyo.gov/307-275-1460
ESSENTIAL FUNCTIONS: The listed functions are illustrative only and are not intended to describe every function which may be performed in the job level.

• This position will directly manage, coordinate, and aid in the daily workloads of the Tier 2 CSS team in support of State agencies. It will supervise the daily activities of CSS technicians utilizing the ITSM system, ensuring the timely resolution of issues and the delivery of services that meet or exceed customer expectations. This position will assist in escalating complex issues that may require the involvement of other departments within ETS to help resolve reported issues and verify if other State agencies are affected. It ensures the timely resolution of issues and the delivery of services through the ticketing system, adhering to ITSM best practices when managing incidents and service requests. The role involves investigating and diagnosing complex technical issues escalated from Tier 1 support, utilizing advanced troubleshooting techniques and skill sets, and logging all interactions and resolutions accurately within the ticketing system. Additionally, it regularly monitors the status of tickets, ensuring appropriate resolution of problems, updating notes and resolutions, and escalating to the next tier when necessary. The position also requires regular communication with customers, providing updates at regular intervals on the progress of their tickets, and verifying the issue was resolved before closing out the ticket.
• This position will have a focus on collaboration and team building and will be involved in overseeing a team of IT technicians and ensuring effective collaboration and teamwork among the direct reporting team and also with other teams within ETS. This position will be expected to lead and inspire the team, foster a positive work environment, and set clear expectations for the performance and behavior of their team. This position will need to be able to facilitate collaboration among team members, encouraging open communication, knowledge sharing, and a team-oriented approach to problem-solving. Additionally, the role involves developing peer relationships with agency personnel and subject matter experts, and building upon their professional network of associates, vendors, and stakeholders. With a focus on collaboration and team building, this position plays a critical role in fostering a collaborative and high-performing IT team, ultimately contributing to the success of ETS and all State agencies as a whole.
• This position will be responsible for evaluating team member performance, providing feedback, and addressing performance issues, promoting accountability and excellence within the team. Performs written bi-yearly performance evaluations and provides constructive feedback to the employees on their performance through the review of completed work assignments, goals, and competencies, and will do 1 on 1 meetings with staff. Help manage all onboarding and offboarding activities, including the recruitment process and hiring recommendations for all supervised positions, make recommendations for promotions, provide orientation, maintain personnel records, and enforce disciplinary actions per HR processes and procedures. This position should be skilled at managing conflicts within the team, addressing interpersonal issues, and promoting a good working environment, while also ensuring that staff are performing within the code of conduct, abiding by personnel rules, and working professionally with users.

• This supervisor position will be responsible for creating and updating documentation related to various processes, procedures, and policies within ETS. Some of this documentation will pertain to ETS's pre-defined Service Level Agreements (SLA). This documentation may include network diagrams, system configuration details, troubleshooting guides, or user manuals that can be shared through the ITSM Knowledge Base. By maintaining comprehensive documentation, the IT supervisor ensures that information is readily available for team members and stakeholders. This position must ensure that meeting agendas are created to ensure conversations are documented for historical purposes. This position must also ensure that sensitive information and data are protected and kept confidential. This involves supporting security measures, such as access controls and encryption, to safeguard information. It also includes sharing proper data backup processes to ensure that information can be restored in case of any data loss or system failure. This position will also be required to fully document how technicians perform in their day-to-day operations and how well they collaborate with their peers, users and State agencies to assure proper etiquette for Performance Management.
• Exercises considerable independent judgment to select the proper course of action. Evaluate the work of subordinate CSS technicians to ensure compliance with established guidelines, methods, procedures, and policies related to information technology. Perform administrative duties such as time tracking and reporting. Review and approve weekly and monthly schedules, leave requests, and audit and approve timesheets. Use the ITSM system to track customer issues, requests, document progress, outcomes, status, and solutions.
• This position will be involved in IT projects for Enterprise Services, for both internal and for State agencies, and may often oversee multiple projects simultaneously, and will need to make decisions related to resource allocation, project priorities, and timelines. This involves balancing the needs and requirements of different projects and making decisions based on available resources and organizational goals. This position will be called upon to solve complex technical issues and make decisions on the best course of action, while informing leadership of challenges. This may involve coordinating and helping with troubleshooting problems, diagnosing issues, and determining the most appropriate solutions. It may also involve working with other departments within ETS, other State agencies, or external vendors to resolve technical problems.
• Oversee the professional development of technical staff by providing adequate training, coaching, and effective use of resources. This position will be responsible for identifying areas of skills for improvement among team members, advocating for their professional growth, and providing training and development opportunities to enhance collaboration and team performance. Proactively cultivates and invests in personal and professional growth through continuous training and development initiatives, particularly in the realm of technology hardware and software. Embraces a forward-thinking approach to stay abreast of industry advancements, ensuring a comprehensive understanding of emerging technologies. Demonstrates a commitment to enhancing skills and knowledge, fostering a proactive stance towards emerging technologies. This includes leading by example to create and foster growth within the assigned team and agency by promoting continual learning. Facilitates cross-training sessions to build combined expertise and shares relevant knowledge and information deduced from the advancement of their skill set.
• Perform responsibilities and tasks that go beyond the primary job functions, requiring individuals to manage diverse assignments aimed at enhancing the overall success of the team and organization. This necessitates demonstrating flexibility and unwavering commitment to achieving shared goals. Additionally, individuals are expected to execute these additional duties and tasks with a high level of professionalism, even when working outside their typical assignments, to ensure success in these supplementary tasks.

Qualifications
PREFERENCES:
Preference may be given to those with experience in goal setting and leading teams

Preference may be given to those with experience in written and verbal communications

Preference may be given to those with experience in gathering, interpreting, and providing analysis of complex data

Preference may be given to those with experience in managing and coordinating IT projects or initiatives.
KNOWLEDGE:

• Resolve calls on first contact when able, or assign tickets to higher-level support when unable to resolve the issue
• Provide superior customer service
• Work Independently
• Assist users with basic application support
• Ability to identify and research technical issues beyond their skill set, and apply them successfully to user issues
• Ability to identify tech at risk and notify senior techs
• Manage user email and Active Directory accounts
• Communicate professionally and effectively, employing empathy and patience with both internal and external customers

MINIMUM QUALIFICATIONS:
Education:
Bachelor's Degree (Computer Technology)

Experience:
1-3 years of progressive work experience (typically in Computer Technology)

OR

Education & Experience Substitution:
4-7 years of progressive work experience (typically in Computer Technology)

Certificates, Licenses, Registrations:

None
Necessary Special Requirements
PHYSICAL WORKING CONDITIONS:

• This takes place in an average work environment

NOTES:

• FLSA: EXMPT
• Candidates must pass a full background check

Supplemental Information
077-ETS - Customer Service

Click to view the State of Wyoming Classification and Pay Structure.
URL:

The State of Wyoming is an Equal Opportunity Employer and actively supports the ADA and reasonably accommodates qualified applicants with disabilities.

Class Specifications are subject to change, please refer to the A & I HRD Website to ensure that you have the most recent version.
Working for the State of Wyoming provides employees with a range of valuable benefits and offers a fulfilling career path. Employees enjoy comprehensive healthcare coverage, including medical, dental, and vision plans, ensuring their well-being and that of their families. Additionally, the state offers multiple retirement plans, which provide financial security and stability for employees once their career in public services comes to an end. the state recognizes the importance of personal time and offers generous paid time off and flexible arrangements, allowing employees to recharge, take care of personal matters, and maintain a healthy work-life integration.

There are many benefits to living and working in Wyoming. Beautiful country with wide-open spaces, clean air, great recreational activities, and no State income tax to mention a few!

to learn more!
01

(AA) Which of the following best describes your highest completed level of education to date or within the next three (3) months? (Transcripts may be required.)

• High School Diploma/GED/or Equivalent
• Some college Coursework, No Degree Received
• Associate's Degree
• Associate's Degree and additional coursework
• Bachelor's Degree
• Bachelor's Degree and additional coursework
• Master's Degree
• Master's Degree and additional coursework
• Doctorate Degree
• Doctorate Degree and additional coursework
• None of the Above

02

(AA) Which of the following Quarter/Semester credit hours best describes your completed college education to date or within the next three (3) months? (Transcripts may be required.)

• 45+ Quarter hours/30+ Semester hours
• 90+ Quarter hours/60+ Semester hours
• 136+ Quarter hours/91+ Semester hours
• 180+ Quarter hours/120+ Semester hours
• 225+ Quarter hours/150+Semester hours
• N/A

03

(CTEM11) Which of the following best describes your work experience in Computer Technology?Experience definition: (This experience includes, but may not be limited to, the following: any full time computer technology experience, (such as: desktop support, programming, database administration, network administration, etc.)

• No relevant experience.
• Less than one (1) year of relevant experience.
• One (1) to less than three (3) years of relevant experience.
• Three (3) to less than four (4) years of relevant experience.
• Four (4) or more years of relevant experience.

04

(AA) Describe your relevant experience below.
05

Which of the following best describes your work experience in goal setting and leading teams?

• More than three years
• Two years to less than three years
• One year to less than two years
• Less than one year

06

Which of the following best describes your work experience in written and verbal communications?

• More than three years
• Two years to less than three years
• One year to less than two years
• Less than one year

07

Which of the following best describes your work experience in gathering, interpreting, and providing analysis of complex data?

• More than three years
• Two years to less than three years
• One year to less than two years
• Less than one year

08

Which of the following best describes your work experience in managing and coordinating IT projects or initiatives?

• More than three years
• Two years to less than three years
• One year to less than two years
• Less than one year

09

(Internal) Are you a current employee of ETS?(This excludes At-Will Employee Contract positions)

• Yes
• No

10

(A) Please be advised that an incomplete application WILL NOT be considered for employment. An attached resume' is not required and is not an acceptable substitution for a completed application. Some State of Wyoming agencies use E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities at https://www.uscis.gov/e-verify.I have read and understand the above statement.

• Yes
• No

Required Question