State of New Mexico
IT Application Support Manager
State of New Mexico, Santa Fe, New Mexico, us, 87503
$42.82 - $68.52 Hourly
$89,075 - $142,520 Annually
This position is a Pay Band IG
Posting Details
The Department of Public Safety (DPS) houses the New Mexico State Police (NMSP) and provides many services to the entire law enforcement community. DPS is the FBI-designated Criminal Justice Information Services (CJIS) Systems Agency (CSA) for the State of New Mexico. As such, DPS is the exclusive entity in New Mexico that provides access to CJIS for all federal, state, local, and tribal Law Enforcement Agencies (LEA).
The DPS Information Technology Division (ITD) provides a portfolio of services to the entire law enforcement community in New Mexico in addition to being the key technology partner of NMSP and the other statewide law enforcement support divisions of DPS. ITD's leadership is committed to helping everyone on our team grow professionally and personally through training, mentorship, and challenging work assignments.
DPS has one of the most complex infrastructures in the State of New Mexico. It consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications/dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout the state. In addition to these physical locations, the network consists of 650 NMSP patrol units, the NMSP helicopter, and several mobile command centers. The network is accessed 24 hours per day, 7 days per week, with no tolerance for downtime by DPS civilian staff, NMSP, and all federal, state, local, and tribal law enforcement agencies to receive mission-critical CJIS and to access many other systems.
DPS ITD's Application Development and Support Bureau (ADSB) is responsible for developing and supporting in-house applications, vendor-hosted applications, and third-party system data integrations for DPS, NMSP, and the entire statewide law enforcement community. Many of the applications are highly specialized for law enforcement and are installed in the various environments described earlier.
Over the years, the number and complexity of the systems and applications supported by DPS ITD have grown significantly. As law enforcement has grown more and more reliant on technology, the need to keep these systems and applications operational 24/7/365 has grown as well. Multiple agencies across the state use mission-critical systems managed by DPS ITD to dispatch and track officers, write citations and crash reports, and look up the status of people and vehicles. DPS is currently implementing several new systems and applications that will further increase the work supported by the ADSB.
Why does the job exist?
The Application Support Manager is responsible for managing ADSB¿s Application Support Section and its staff members.
During the 2024 Legislative Session, the Application Support Section was expanded from 5 FTE positions to 9 FTE positions, including this manager position. This position will supervise the Application Support Section that supports a portfolio of applications including the Record Management System (RMS), Computer Aided Dispatch (CAD) system, the Traffic and Criminal Software (TraCS) program and an ecosystem of systems delivering Criminal Justice Information Services (CJIS) to all law enforcement, courts and corrections in New Mexico. DPS ITD operates a 24/7/365 IT Service Desk used by both DPS/NMSP personnel and over 12,000 other public safety personnel throughout the State of New Mexico. This includes all local, state, triable, and federal law enforcement officers, dispatchers, courts and detention centers. The Application Support Section provides tier-3 escalated application support for service requests requiring more complex support.
In collaboration with the Bureau Chief, this manager is responsible for the day-to-day operations of the Application Support Section, including the 24/7/365 operations supporting law enforcement statewide. The 9-person support team will rotate on-call management duties for nights and weekends.
How does it get done?
The Application Support Manager oversees the day-to-day operations of the DPS ITD Application Support Section. The Application Support Manager works closely with the ADSB Bureau Chief to oversee a growing staff of dedicated professionals who are dedicated to the mission of DPS. The following are the primary duties of the Application Support Manager:
* Oversee the recruitment and development of employees under the direct and indirect supervision of the Manager. Provide mentorship to these employees and unit heads under the Manager¿s charge.
* Develop metrics to ensure that the support section's operational functions are performed efficiently. Develop systems to capture, track, and report on metrics about operational and business functions in a manner that enables process improvement.
* Build strong relationships with other managers, supervisors, and key stakeholders within and outside of DPS. Leverage these relationships to learn about ITD's customers' needs and ensure that ITD's services remain aligned with these needs.
* Ensure that support personnel remain customer-centric and aligned with the mission of keeping the public and officers throughout New Mexico safe.
* Serves as the final point of escalation in production application support response/resolution to escalated requests from lower tiers for various software applications and technical assistance; escalates more complex problems to appropriate IT staff or vendors.
* Documents, tracks, and monitors the problem to facilitate timely resolution. Updates the global knowledge database for problem resolution.
* Ensure practice of department security standards.
Who are the customers?
DPS including NMSP and all Law Enforcement and criminal justice agencies within the state of New Mexico.
Ideal Candidate
* Extensive supervisory and leadership experience.* Thorough understanding and experience in day-to-day operations and effectively managing technical teams.* Deep understanding and experience in the application development lifecycle including ERD, project management, and data management of applications.* Experience in relational databases such as Oracle, SQL, MS databases, and various other database types.* Critical thinker with strong problem-solving abilities* Significant customer service experience.* Excellent written and verbal communication skills.
Minimum Qualification
Bachelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering or similar technical degree and six (6) years of experience in systems administration. Substitutions Apply. See Substitution Table below. At least two (2) years of which must be leading/supervising a systems administration team.
Substitution Table
These combinations of education and experience qualify you for the position:Education Experience Education Experience 1 High School Diploma or Equivalent
AND
10 years of experience
OR
High School Diploma or Equivalent
AND
10 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification
AND
8 years of experience Associate's degree or higher in any field
AND
10 years of experience 3 Bachelor's degree in the field(s) specified in the minimum qualification
AND
6 years of experience4 Master's degree in the field(s) specified in the minimum qualification
AND
4 years of experience5 PhD degree in the field(s) specified in the minimum qualification
AND
2 years of experience•Education and years of experience must be related to the purpose of the position.
•If Minimum Qualification requires a specific number of "semester hours" in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.
Employment Requirements
Employment is subject to a pre-employment background investigation and fingerprinting in accordance with all terms and conditions of federal and state law, rules and regulations; and is conditional pending results. Continued employment is contingent upon remaining felony free, per Section 5.12.1.1 of the Criminal Justice Information Systems Security Policy.
In addition, the selected candidate must possess and maintain a valid driver's license and a current Defensive Driving Certificate from the State of New Mexico; or pass and receive the Defensive Driving Certificate within six (6) months of date of hire.
Working Conditions
Office setting, exposure to Visual/Video Display terminal (VDTI and extensive personal computer and telephone usage with extended periods of sitting. Must be able to lift 25 lbs. Continuous Visual Acuity and verbal communication. Extensive personal computer usage. Occasional need to move computer equipment. Occasional travel.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Prakash Bhakta (505) 316-5410. Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is not covered by a collective bargaining agreement.
$89,075 - $142,520 Annually
This position is a Pay Band IG
Posting Details
The Department of Public Safety (DPS) houses the New Mexico State Police (NMSP) and provides many services to the entire law enforcement community. DPS is the FBI-designated Criminal Justice Information Services (CJIS) Systems Agency (CSA) for the State of New Mexico. As such, DPS is the exclusive entity in New Mexico that provides access to CJIS for all federal, state, local, and tribal Law Enforcement Agencies (LEA).
The DPS Information Technology Division (ITD) provides a portfolio of services to the entire law enforcement community in New Mexico in addition to being the key technology partner of NMSP and the other statewide law enforcement support divisions of DPS. ITD's leadership is committed to helping everyone on our team grow professionally and personally through training, mentorship, and challenging work assignments.
DPS has one of the most complex infrastructures in the State of New Mexico. It consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications/dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout the state. In addition to these physical locations, the network consists of 650 NMSP patrol units, the NMSP helicopter, and several mobile command centers. The network is accessed 24 hours per day, 7 days per week, with no tolerance for downtime by DPS civilian staff, NMSP, and all federal, state, local, and tribal law enforcement agencies to receive mission-critical CJIS and to access many other systems.
DPS ITD's Application Development and Support Bureau (ADSB) is responsible for developing and supporting in-house applications, vendor-hosted applications, and third-party system data integrations for DPS, NMSP, and the entire statewide law enforcement community. Many of the applications are highly specialized for law enforcement and are installed in the various environments described earlier.
Over the years, the number and complexity of the systems and applications supported by DPS ITD have grown significantly. As law enforcement has grown more and more reliant on technology, the need to keep these systems and applications operational 24/7/365 has grown as well. Multiple agencies across the state use mission-critical systems managed by DPS ITD to dispatch and track officers, write citations and crash reports, and look up the status of people and vehicles. DPS is currently implementing several new systems and applications that will further increase the work supported by the ADSB.
Why does the job exist?
The Application Support Manager is responsible for managing ADSB¿s Application Support Section and its staff members.
During the 2024 Legislative Session, the Application Support Section was expanded from 5 FTE positions to 9 FTE positions, including this manager position. This position will supervise the Application Support Section that supports a portfolio of applications including the Record Management System (RMS), Computer Aided Dispatch (CAD) system, the Traffic and Criminal Software (TraCS) program and an ecosystem of systems delivering Criminal Justice Information Services (CJIS) to all law enforcement, courts and corrections in New Mexico. DPS ITD operates a 24/7/365 IT Service Desk used by both DPS/NMSP personnel and over 12,000 other public safety personnel throughout the State of New Mexico. This includes all local, state, triable, and federal law enforcement officers, dispatchers, courts and detention centers. The Application Support Section provides tier-3 escalated application support for service requests requiring more complex support.
In collaboration with the Bureau Chief, this manager is responsible for the day-to-day operations of the Application Support Section, including the 24/7/365 operations supporting law enforcement statewide. The 9-person support team will rotate on-call management duties for nights and weekends.
How does it get done?
The Application Support Manager oversees the day-to-day operations of the DPS ITD Application Support Section. The Application Support Manager works closely with the ADSB Bureau Chief to oversee a growing staff of dedicated professionals who are dedicated to the mission of DPS. The following are the primary duties of the Application Support Manager:
* Oversee the recruitment and development of employees under the direct and indirect supervision of the Manager. Provide mentorship to these employees and unit heads under the Manager¿s charge.
* Develop metrics to ensure that the support section's operational functions are performed efficiently. Develop systems to capture, track, and report on metrics about operational and business functions in a manner that enables process improvement.
* Build strong relationships with other managers, supervisors, and key stakeholders within and outside of DPS. Leverage these relationships to learn about ITD's customers' needs and ensure that ITD's services remain aligned with these needs.
* Ensure that support personnel remain customer-centric and aligned with the mission of keeping the public and officers throughout New Mexico safe.
* Serves as the final point of escalation in production application support response/resolution to escalated requests from lower tiers for various software applications and technical assistance; escalates more complex problems to appropriate IT staff or vendors.
* Documents, tracks, and monitors the problem to facilitate timely resolution. Updates the global knowledge database for problem resolution.
* Ensure practice of department security standards.
Who are the customers?
DPS including NMSP and all Law Enforcement and criminal justice agencies within the state of New Mexico.
Ideal Candidate
* Extensive supervisory and leadership experience.* Thorough understanding and experience in day-to-day operations and effectively managing technical teams.* Deep understanding and experience in the application development lifecycle including ERD, project management, and data management of applications.* Experience in relational databases such as Oracle, SQL, MS databases, and various other database types.* Critical thinker with strong problem-solving abilities* Significant customer service experience.* Excellent written and verbal communication skills.
Minimum Qualification
Bachelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering or similar technical degree and six (6) years of experience in systems administration. Substitutions Apply. See Substitution Table below. At least two (2) years of which must be leading/supervising a systems administration team.
Substitution Table
These combinations of education and experience qualify you for the position:Education Experience Education Experience 1 High School Diploma or Equivalent
AND
10 years of experience
OR
High School Diploma or Equivalent
AND
10 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification
AND
8 years of experience Associate's degree or higher in any field
AND
10 years of experience 3 Bachelor's degree in the field(s) specified in the minimum qualification
AND
6 years of experience4 Master's degree in the field(s) specified in the minimum qualification
AND
4 years of experience5 PhD degree in the field(s) specified in the minimum qualification
AND
2 years of experience•Education and years of experience must be related to the purpose of the position.
•If Minimum Qualification requires a specific number of "semester hours" in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.
Employment Requirements
Employment is subject to a pre-employment background investigation and fingerprinting in accordance with all terms and conditions of federal and state law, rules and regulations; and is conditional pending results. Continued employment is contingent upon remaining felony free, per Section 5.12.1.1 of the Criminal Justice Information Systems Security Policy.
In addition, the selected candidate must possess and maintain a valid driver's license and a current Defensive Driving Certificate from the State of New Mexico; or pass and receive the Defensive Driving Certificate within six (6) months of date of hire.
Working Conditions
Office setting, exposure to Visual/Video Display terminal (VDTI and extensive personal computer and telephone usage with extended periods of sitting. Must be able to lift 25 lbs. Continuous Visual Acuity and verbal communication. Extensive personal computer usage. Occasional need to move computer equipment. Occasional travel.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Prakash Bhakta (505) 316-5410. Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is not covered by a collective bargaining agreement.