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People Making
A Difference!

State Government

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Idaho Transportation Department

3311 W. State St., P.O. Box 7129
Boise, ID


If you have questions,
please contact us at:

(208) 334-8664



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Service Center Manager

IT Manager

Idaho Transportation Department

Open for Recruitment: November 30, 2017 - December 14, 2017
Announcement # 01608081708
Salary Range: starting at $28.64 - $35.80 per hour -Plus Competitive Benefits!

Location(s): Boise

 Idaho Transportation Department
Our Mission.  Your Safety.  Your Mobility.  Your Economic Opportunity

Are you interested in an opportunity to use your IT experience and knowledge as well as your leadership and constructive communication skills to promote the mission of Idaho Transportation Department (ITD).  We currently have an opening for an IT Manager - Service Center Manager at Headquarters in Boise.

This position's primary responsibility is to manage the functions of a major service area/role reporting to the Senior Service Delivery Manager. Incumbents are experts in an IT role but will provide little or no technical hands-on assistance since the emphasis of this level is clearly on management. Classification to this level is based on the number and level of full-time professional staff, and diversity of IT activities managed. Contract staff is a consideration only when they are full-time and on-going. Develops operating policies and procedures; hires staff, assigns work, sets priorities, and evaluates performance; assesses training needs and develops and conducts training; recommends budgets and controls expenditures; develops short-and long-range plans; prepares project-phase plans, schedules, and cost estimates; researches, plans for, and may assist in the installation of new or upgraded IT needs and requirements; keeps current on IT technology and advancements; advises users and management on IT needs; consults with vendors about future system direction and development.

NOTICE: This position requires a background investigation with fingerprints before a final job offer is made.


  • Strategic IT decisions; Service Delivery Governance; Incident, Problem, and Request Management; Project Support; Service Center Ops support;
  • Tactical leadership of day-to-day Service Desk; Technical Support; Remote Technical Support and Service Transition functions;
  • Service Desk; Technical Support; and Service Transition operational and performance planning.
  • Develop a cohesive strategy, policies, procedures, goals, and objectives to formalize the IT Service Center program and improve the quality of ITSM. Execute ITSM to industry best-practice standards.
  • Assist in developing a Service Lifecycle Management process and Service Catalog. Address all aspects of the service lifecycle including criteria for transitioning, maintaining, and retiring IT services.
  • Participate with a cross-functional team of business representatives in establishing standards and policies which guide the delivery or IT services.
  • Oversee the function responsible for ensuring IT services are appropriately transitioned in and out of production.  Control IT service changes.  Manage root-cause analysis and mitigation efforts of recurring service problems.
  • Oversee the function responsible for first-call response of IT incident and service requests.  Coordinate efforts of multiple IT teams responsible for IT service delivery and restoration.  Ensure appropriate customer and cross-team communication.
  • Coordinate the efforts of multiple IT functions during planned and unplanned IT events.  Develop methodologies and processes to mature IT Event Management.
  • Provide subject matter expertise and resources in support of IT projects.
  • Require training for all ITD employees (including contractors) to modify human behavior in the handling and use of information, e.g. how to handle PII, to utilize links instead of attachments in e-mails, how to classify data, etc.
  • Participate in efforts to identify customer disaster-recovery requirements, identify the delivery costs, and coordinate the fulfillment of disaster-recovery services.
  • Be available to coordinate the after-hours response to IT outages.  On-call for one week as part of a rotating pool of IT managers.
    • Minimum Qualifications:
    • Good knowledge of: current trends in information technology; computer hardware and software capabilities and limitations;
    • Some knowledge of management practices;
    • Experience: serving as a project supervisor or team leader on IT projects.
    • Position will require experience in the full range of activities of the Service Area in which management activities occur

    • Desired Qualifications:

    • Bachelor’s degree and/or significant IT experience.
    • Strong team capacity management skills.
    • Strong written and verbal communication skills. Must be able to clearly communicate with both the IT and business sides of ITD.
    • Project experience involving coordinating with both IT and business and address the needs of both.
    • Team leader or coordinator experience to keep tasks on schedule, develop consensus, and deliver quality final products


    • Education and Experience. Enter your resume in the space provided in the examination.
    • Scoring will be based on the information you provide.
    • A minimum rating of 82 is needed to pass this examination.

    • How to Apply:
      Click on any Apply Online button and follow the instructions provided to complete the Application Checklist and Exam for this position.

      When updating your online application information, please select:

      Idaho Transportation Department under "Agencies"
      Full-time under "Job Type/Shift"
      Boise under "Cities"


      Hiring Lists:

      If your name has been certified to a hiring list for possible consideration, you will see it listed in the Hiring Lists section of your online application. Supervisors review application materials prior to scheduling interviews. Those applicants who will be offered an interview may receive a phone call, letter or email to schedule a time, be sure your contact information is up to date and accurate. Having your name certified to a hiring list is not a guarantee that you will be contacted for an interview, it simply means you are one of the applicants being considered.

      When updating your online application information, you must complete/update all items in the Application Checklist to include: Personal Information, Education, Work History, Cities, Agencies, Job Type. Without this information, your name cannot be referred to the hiring agency.

                      Thank you for your interest in employment with the
                      Idaho Transportation Department!


Preview Exam

At the discretion of the appointing authority, compensatory time off may be provided in lieu of overtime cash compensation.

Hiring is done without regard to race, color, religion, national origin, sex, age or disability. In addition, preference may be given to veterans who qualify under state and federal laws and regulations. If you need special accommodations to satisfy testing requirements, please contact the Division of Human Resources.