Technology Management

GENERAL DESCRIPTION

Lead technology support that keeps Wyoming state agencies connected, productive, and moving forward.

The Enterprise Technology Manager I serves as a first‑level Customer Support supervisor, leading and supporting a team of technicians who provide Tier II desktop and end‑user support to state agencies across Wyoming. This position plays a key role in delivering reliable technology services while helping agencies navigate evolving operational and technical needs.

Working closely with agency partners and department leadership, the role coordinates the planning and execution of technology refresh projects and ensures effective day‑to‑day support operations. Responsibilities include supervising staff, managing workloads, monitoring ticket queues and service‑level performance, and overseeing technical and operational activities that support high‑quality customer service.

The position also develops workforce dashboards and reports, enforces policies and standards, and assists with project management and coordination to ensure successful implementation of technology initiatives. As a collaborative leader, the Enterprise Technology Manager I works directly with agency stakeholders to understand business needs and identify technology solutions that improve efficiency, strengthen operations, and align with Enterprise Technology Services (ETS) standards and strategic goals.

This role is ideal for a motivated technology professional who enjoys leadership, problem‑solving, customer service, and driving operational excellence in a fast‑paced and service‑focused environment.

Working for the State of Wyoming offers more than a paycheck. The total compensation package includes:

• Comprehensive health, dental, and vision insurance
• Paid vacation, sick leave, FMLA and holidays
• Retirement - Pension and 457B plans that help you build a secure future
• Flexible schedules and work‑life balance options

• Direct and lead a team of support technicians, supervise activities, assign work, set expectations, monitor performance, and manage ticket assignments while ensuring consistent, high‑quality desktop and end‑user service excellence across assigned agencies and locations.
• Foster a collaborative work environment, recognize individual and team accomplishments, and address challenges constructively. Promote continuous innovation, exploration, and learning, and support professional development of staff.
• Oversee professional development of technical staff by providing training, coaching, and mentorship; conduct bi‑yearly performance evaluations and provide constructive feedback.
• Monitor ticket volumes, priorities, service levels, and staff capacity; adhere to ITSM best practices; document outcomes and solutions; develop dashboards and reports to track workload and service level performance.
• Direct activities through the Technology Replacement Program (TRP), coordinate imaging, configuration, deployment, and disposal of devices, and ensure devices are enrolled, patched, and secured before deployment.
• Work directly with agency contacts and stakeholders to understand business challenges, provide status updates, and ensure service expectations are met; identify opportunities to improve service delivery or address business problems through technology solutions.
• Develop, document, and maintain team procedures, work instructions, and operational guidance to ensure consistent service delivery and compliance with established policies and standards.
• Research alternative technology solutions, recommend the best solutions that meet agency needs, and conduct proof‑of‑concept evaluations on emerging technologies.
• Proactively pursue personal and professional growth through continuous training, demonstrate commitment to enhancing skills, and share knowledge with peers.
• Perform administrative duties such as developing monthly status reports, reviewing and approving timesheets, approving leave, and conducting performance appraisals.

• Previous state or local government experience.
• Familiarity with ITIL/ITSM methodologies.
• Experience in managing and coordinating IT projects or initiatives.

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