IT Support Manager - Office of Judicial Administration

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

Customer Service & Stakeholder Engagement

Process Improvement & Compliance

Vendor & Budget Management

Required Education

Experience

Preferred Qualifications

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

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