• Job Description

  Req#: 20611
  Introduction
  
  Are you looking for an opportunity to use your IT experience in a position that will positively impact the lives of Wisconsin residents?
  
  We are seeking a dynamic IT executive to provide strategic direction and operational leadership to a diverse, dedicated, and talented team of IT professionals.
  
  The Department of Health Services (DHS), Bureau of Information Technology Services (BITS) is seeking a Management Information Chief to serve as our Manager of IT Customer Services and lead a customer-centric IT service delivery program to support bureau services, while directly overseeing a team of customer service managers and customer-facing IT service units providing various computer and access support services.
  
  This is a hybrid position that offers the option to work remotely up to 3 days per week with the other 2 days in the office and is headquartered in the 201 E. Washington Ave. office in downtown Madison. This schedule may vary based on training or operational need.
  
  As an employee of the State of Wisconsin, you'll also have access to an amazing benefits package , including:
  • 3.5 weeks of vacation, 9 paid holidays and ample sick time ; limitations may apply for leave time usage in the first six months.
  • Top rated health plan options starting at $45/month for single plans and $111/month for family plans, after 2 months of state service.
  • Exceptional pension plan with a 7.2% employer match in 2026 with lifetime retirement payment. Plus, a tax advantaged supplemental retirement savings plan which allows you to save money directly from your paycheck for retirement. Use this Total Rewards Calculator to see the total value of our competitive benefits package!
  • Several flex spending accounts: medical, dependent care, commuter, parking and High Deductible Health Savings.
  • Well Wisconsin Wellness Program.
  • A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.
  • Public Service Loan Forgiveness Program employer.
  
  Position Summary
  
  Under general direction of the Deputy CIO, and in partnership with the BITS management team, the Manager of IT Customer Services will be responsible for developing and championing an IT service delivery program for the bureau with the aim of providing excellence in customer services. You will also directly manage the Customer Services Section which includes the following units and teams: Desktop Support Unit, Desktop Management and Security Team, Access & Identity Management Services Unit, and the Customer Service Manager Team. Y ou work closely with DHS IT leadership to drive technology and business transformation through the department's enterprise information technology customer services portfolio.
  
  Responsibilities include:
  • Supporting the development of DHS sophistication in IT Service Management and leading the DHS end-user computing and IT service strategy.
  • Identifying and addressing business problems and opportunities using analytics to help internal customers achieve DHS and Divisional strategic and operational goals.
  • Leading DHS strategies for identifying, implementing, and supporting new technology solutions with careful attention to security requirements.
  • Facilitating collaboration across the department and enterprise to ensure that IT services at DHS are understood and accessible to all users.
  • Guiding strategic planning, leveraging enterprise technologies, managing the technology lifecycle, assuring fairness and equity in data-informed decision making, and identifying and managing sustainable funding for these services.
  
  Salary Information
  
  The starting pay is between $60.16 and $63.94 per hour (approximately between $125,100 and 132,900 per year), depending on qualifications, plus excellent benefits. A 24-month career executive trial period is required.
  
  Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as a Management Information Chief and is in pay schedule and range 70/02.
  
  Job Details
  
  All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.
  
  For positions that allow remote working flexibility, working outside of Wisconsin or in bordering cities will not be allowed except in extremely limited circumstances due to the need to report to an office location in Wisconsin on short notice.
  
  Employees must have access to both a private workspace and secure high-speed internet for remote work option. Mileage reimbursement to the employee's headquarter location is not provided. Remote work flexibility will be discussed in more detail during the interview process.
  
  DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire. DHS is not an E-Verify employer nor a STEM-OPT eligible employer.
  
  Qualifications
  
  Minimally qualified applicants will have all of the following:
  • Experience in a formal supervisory role (e.g., hiring, setting goals, reviewing time, completing performance evaluations, mentoring and coaching, reviewing and assigning work, administering discipline, etc.).
  • Experience developing or enhancing an IT customer service program.
  • Experience leading a variety of IT staff and functions including desktop support, access management, and customer services.
  • Experience using project management methodologies and overseeing a portfolio of IT projects.
  Well-qualified applicants will also have one or more of the following:
  • Experience supervising or managing other supervisors or managers.
  • Experience managing IT services for an organization of 200 or more employees.
  • Experience overseeing IT customer services for multiple IT teams.
  • Experience overseeing IT projects in a project sponsor or project director role (e.g., authorizing final approval of project artifacts such as charts, plans, or schedules, ensuring accountability on organization success of projects, etc.).
  Your letter of qualifications is limited to two (2) pages and your resume is limited to three (3) pages. For a guide on developing your resume and letter of qualifications and what should be included in these materials, click here .
  
  How To Apply
  
  Applying is easy! Click "Apply for Job" to start your application process. Sign into your account or create an account before applying for the job. Follow the steps outlined in the application process to submit your application.
  
  Helpful Information:
  • Once your application is submitted, no changes are allowed. Click "Save" to allow changes to your application as needed before submitting by the deadline.
  • You may want to save a copy of the job posting for referencing after the deadline.
  • Submitted materials will be evaluated by a panel of job experts according to the qualifications above.
  • Please monitor your email for communications related to this position.
  • Current or former permanent, classified, state employees must complete the online application process to be considered.
  • If viewing through an external site, please apply directly at Wisc.Jobs .
  • For technical assistance and general information, please see Frequently Asked Questions . For questions about the position, to request a copy of the full position description, or for other employment inquiries, please contact Jennie Hocker in Human Resources at Jennifer.hocker@dhs.wisconsin.gov .
  DHS is an Equal Opportunity and Affirmative Action employer. Veterans are encouraged to apply. For complete information on Veterans' hiring programs with the WI Department of Veteran's Affairs, click here .
  
  Deadline to Apply
  
  The deadline to apply is April 19th by 11:59 pm. Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am - 4:30 pm. Late or incomplete applications will not be accepted.

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