Technical Support Division Director (IT Generalist Administrator 2)

THE POSITION

POSITION PURPOSE 

This position serves as the Director of the Technical Support Division and in that role has managerial and technical responsibility for the planning, design, implementation, and operation of the SERS information technology infrastructure and delivery of client services, including responsibility for the local area network (LAN), wide area network (WAN), desktop computing, agency data centers, server and storage systems, electronic messaging, telephone systems, telecommunications, and agency helpdesk.

GENERAL INFORMATION 

This opportunity has been posted to both the internal job postings page for commonwealth employees and the external job postings page for all job seekers.  If you are a current or former commonwealth employee, we encourage you to apply to both the internal posting (bid) and external posting (merit system employment list).

About SERS: Established in 1923, SERS is one of the nation’s oldest retirement plans for public employees and manages the pension benefits of more than 246,000 employees and retirees for 96 public sector employers.  In 2025, SERS paid more than $4.0 billion in benefits and managed nearly $50 billion in assets.  Additional information is available at www.SERS.pa.gov.

Our mission is to prepare our members and participants to achieve financial security in retirement.  We achieve this through focusing on our mission, acting ethically and with integrity, empowering our members, embracing innovation, fostering life work balance, modeling an inclusive and respectful workplace, valuing and developing team members, collaborating, and finding joy in our work. 

SERS is an equal opportunity employer and welcomes all qualified individuals to our team.  We are committed to an inclusive and respectful work environment that fosters personal and professional growth, embraces the contributions of all team members, and leverages diversity in people, ideas, and experiences to achieve our highest potential.

Work Hours: 

7:30 a.m. - 4:00 p.m. with a one-hour unpaid meal period, or

8:00 a.m. - 4:30 p.m. with a one-hour unpaid meal period.

Full-time employment, 37.5-hour work week, Monday through Friday.

Supervisor: Daniel Krautheim, Chief Information Officer, SERS

Telework eligibility:  You may have the opportunity to work from home part-time (hybrid telework schedule), up to 2 days per week, depending on operational needs.  In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania.  If you are unable to telework, you must work on-site at the work location specified in this job posting.  Telework arrangements are subject to change.  Additional details may be provided during the interview.

Financial Disclosure: The individual appointed to this position will be required to disclose financial information consistent with provisions of the Public Official and Employee Ethics Act and the Governor’s Code of Conduct.

DESCRIPTION OF WORK

RESPONSIBILITIES 

Directs, plans, implements, and supports the administration of the agency's LAN environment as follows: controlling network security by machine id and userid, creating default user profiles; establishing schedules for backups and plans and procedures for recovery of data; performing analysis of system resources; ensuring maintenance of software existing on the LAN; conducting testing of new applications prior to general release on the LAN; installing new applications on the LAN or on desktop PCs; installing new equipment to operate in the LAN environment including workstations and communication gateways; insuring all equipment is in proper working order, or arranging to have it repaired; performing administrative tasks such as installing new software or patches to existing software on LAN servers; adding and removing users and computers from the network domain.

Directs and participates in the management and support of all aspects of the agency's data and telecommunications network environment. This includes but is not limited to maintaining connectivity and access to the Commonwealth enterprise networks (CoPANet, MAN, EDC, SERS WAN, etc.) and other agencies' resources available via the network, capacity planning and evaluation, troubleshooting problems, etc.; evaluation, recommendation, installation, and maintenance of communications software within the agency.

Directs and participates in the management, administration, and support of the agency’s Microsoft Teams voice calling solution. This includes maintenance of users and lines, auto-attendant development, maintenance, monitoring, and call routing, monitoring call flow, and troubleshooting problems in the system.

Directs and participates in the administration of agency virtualization platform, virtual hosts, and physical systems running both Windows and Linux operating systems to include all production, development, and disaster recovery systems deployed across three datacenters. These systems house the mission-critical retirement processes of the agency. Duties include controlling security by assigning user passwords and profiles, backup and recovery of data, and analysis of system resources. Activities include performing various administrative tasks on the systems such as installing new software or patches to existing software, modifying kernel parameters to ensure optimal performance of the system.

Directs and participates in the administration of SERS accounts on the Commonwealth enterprise domain including adding, removing, and modifying user accounts; troubleshooting problems with e-mail systems; other enterprise applications, and access to file shares and applications on SERS servers.

Directs and participates in maintaining agency firewalls (both central office and each of the field offices) to protect SERS network from intrusions. This includes normal maintenance, as well as blocking and allowing access to various ports as required for connectivity.

Directs and participates in the maintenance, administration, and expansion of the agency’s storage systems and fiber-channel storage area networks (SANs) located in SERS central office and at the alternate disaster recovery site. This includes monitoring disk usage and assigning new storage as the need arises.

Directs and participates in the establishment and management of a multi-layered, multi-site backup strategy to sufficiently protect SERS data assets from loss including industry-standard protections against ransomware, implementation of data replication, and development of data recovery plans and emergency retrieval scenarios.

Ensures that all agency systems are protected by enterprise-compliant endpoint detection and response/antivirus software. Keep related signature, definition, and other datafiles up to date on all systems.

Direct and participates in the full scope of client services delivery through a team of technical staff including the SERS Helpdesk. Duties include multi-tier Helpdesk services; end-user device provisioning and management; Microsoft Teams calling and cellular device maintenance; audio/visual system support and operation; and user support at all levels of the organization including agency staff, members, participants, and Board members/designees.

Directs and oversees the use and administration of Microsoft System Center Configuration Manager for distribution of software and system monitoring. Duties include adding computers and users to be inventoried, setting up packages to be distributed, monitoring progress of jobs, pruning completed jobs, and troubleshooting problems with software distribution and inventory jobs.

Directs the use and administration of ServiceNow IT Service Management system to track and monitor trouble calls within SERS. Duties include assigning analysts to respond to certain calls, configuring and maintaining data fields within the system, monitoring and maintaining the information knowledge base that accompanies the software, monitoring reports to ensure that calls are answered and resolved in a timely manner.

Plans and directs the evaluation, recommendation, installation, and maintenance of the agency's PCs, scanners, and any other IT equipment purchased or leased by the Agency. Develops plan for configuration of the IT equipment to include installation of operating systems software, user software, print drivers, fonts, etc. Responsible for performing research into hardware and software products to determine their feasibility and applicability to the agency's information technology direction, prepares planning, evaluation, and recommendation documentation. Responsible for supporting the user community in hardware and software related issues to include training, problem resolution, technical assistance, etc.

Plans and directs the assessment of the agency's technology infrastructure to determine when IT equipment should be replaced. Meet with bureau and division directors to learn of new initiatives that will require software purchases or hardware upgrades to perform new tasks. Participates in the IT budget process to ensure that there are sufficient funds to meet the agency's EDP needs.

Manages lease, purchase, and maintenance contracts for hardware and software associated with the Technical Support function.

Serves as a critical member on the SERS COOP team. Acts in a key role for system recovery when necessary.


MANAGEMENT/SUPERVISION

Performs the full range of supervisory responsibilities.

Directs and manages a team of Information Technology Technicians, Generalists, and Administrators.

Plans, organizes, and directs work by establishing goals and objectives, prioritizing projects and assigning, reviewing and evaluating staff’s work product.

Holds regular meetings with staff to coordinate the various duties, discuss potential changes in processes, review analytical information and establish deadlines for priority projects.

Monitor, evaluate, and provide feedback on performance. This includes conveying and referencing performance standards, coaching and counseling staff, conducting progress reviews, and completing employee performance reviews.

Manages schedules, telework plans, leave balances and other HR issues for team.

Creates and prepares Position Descriptions and Performance Standards for all direct reports. Annually updates position descriptions and performance standards to align with completion of the Employee Performance Review.

Prepares interview questions and participate in interview panels.

Attends seminars, conferences, vendor demonstrations and other training opportunities to continually acquire knowledge in all aspects of the Business area.

Assesses training needs of team members and ensures required training is received. Provides mentoring and on the job training as necessary and appropriate.

Encourages and assigns relevant training to subordinate staff from all available sources including Commonwealth University, StormWinds and LinkedIn Learning.

Participates in the performance of subordinates' work consistent with operational or organizational requirements.

Respond to critical production issues which arise outside of standard business hours.

Serves as primary point of contact for business-related phone calls 24x7x365 to ensure timely response when emergency situations arise including arrangement of appropriate onsite staff coverage when necessary to address facility issues.

This position, depending on operational needs, may be considered "essential" and required to perform work or report to work outside of standard business hours or during periods of office closings.

Performs other related tasks as necessary and appropriate.

ESSENTIAL JOB FUNCTIONS 

 1.  Manages all aspects of the SERS technology environment to align with business priority

 2.  Performs the full range of supervisory functions including assignment of work, training, performance management, and time management

 3.  Collects, compiles, and analyzes data and prepares a variety of records, reports, and recommendations

 4.  Maintain documentation, both electronically & in hardcopy

 5.  Manages and adapts to fluctuating workloads, competing priorities, and shifts in focus

 6.  Establishes and maintains effective working relationships at all levels, both internally and externally

 7.  Provides timely, accurate, and courteous customer service to internal and external clients

 8.  Communicates clearly, effectively, and appropriately for audience, both verbally and in writing

 9.  Operates standard office equipment and uses job-related software and systems

 10. Must be able to independently lift 40 pounds

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

MINIMUM EXPERIENCE AND TRAINING

You must meet the minimum experience and training for the job title:

• One year as an Information Technology Generalist Administrator 1, Senior Applications Developer, Database Administrator 1, Data Administrator 1, Information Security Specialist 2, or Network Administrator 1; or

• Four years of information technology experience that includes three years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and an associate’s degree in any information technology field; or

• Six years of information technology experience that includes three years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services; or

• Two years of technical information technology experience in applications development or applications maintenance, network operation or network maintenance, web site development or web site design, database maintenance or database development, data analysis and data model development, administration of information technology security programs, or other information technology support/administration services, and a bachelor's degree in any information technology field; or

• An equivalent combination of experience and training.

OTHER REQUIREMENTS

• You must meet the PA residency requirement.  Information on ways to meet PA residency requirements is available here.

• You must be able to perform the essential job functions.

• You must pass a background investigation.

RECRUITMENT METHODS 

You must be eligible for selection in accordance with merit system employment regulations.  

Applicants must meet the criteria for one of the following recruitment methods to be considered for this vacancy: 

• Transfer
  • Only current civil service employees who hold the same job title will qualify for transfer to another agency.
  • You must meet meritorious service criteria defined as (a) the absence of any discipline above the level of written reprimand during the 12 months preceding the closing date of this posting, and (b) the last regular or probationary performance evaluation showing an overall rating of satisfactory or higher.
• Reassignment 
  • Only current civil service employees in the same agency who hold the same or a similar job title with the same maximum salary within the same occupational group (or where there is a logical career movement) will qualify for reassignment.
  • You must meet meritorious service criteria defined as (a) the absence of any discipline above the level of written reprimand during the 12 months preceding the closing date of this posting, and (b) the last regular or probationary performance evaluation showing an overall rating of satisfactory or higher.
• Voluntary Demotion 
  • Employees who hold regular or probationary civil service status may request to voluntarily demote to a job title with a lower maximum hourly salary.
• Reinstatement
  • Former civil service employees may only be reinstated to the job title from which they resigned.  Current civil service employees are not eligible through reinstatement.
• Promotion Without Exam (PWOE)
  • Promotion provisions are not subject to the terms of a collective bargaining agreement. 
  • You must have or have held regular civil service status in one of the following classifications:
    • Information Technology Generalist Administrator 1
    • Senior Applications Developer
    • Database Administrator 1
    • Data Administrator 1
    • Information Security Specialist 2
    • Network Administrator 1
  • You must meet meritorious service criteria defined as (a) the absence of any discipline above the level of written reprimand during the 12 months preceding the closing date of this posting, and (b) the last regular or probationary performance evaluation showing an overall rating of satisfactory or higher.
  • You must meet seniority criteria defined as a minimum of one year in the next lower class(es) by the posting close date with no break in service.
  • Employees who previously held regular civil service status in the job title of the position being filled are also eligible for promotion without examination.
  • Promotion without examination requirements are issued in accordance with merit system employment regulations.  

APPLY 

Apply online at https://www.governmentjobs.com/careers/pabureau/promotionaljobs.

The following materials must be submitted with the online application by the posting closing date:

• Most recent regular or probationary Employee Performance Review (Promotion Without Exam, Transfer, and Reassignment applicants only).  
  • If you do not have an EPR, you must provide a statement to this effect with your application.  Please note that if you are selected for this position, this information will be confirmed with your supervisor.  
  • An electronic copy of your EPR can be obtained through ESS (www.myworkplace.pa.gov) in the “Personal” section by clicking on “Official Personnel File.”
• Letter (voluntary demotion applicants only) indicating you will accept the appropriate reduction in pay.
• Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).  Do not submit résumés, cover letters, or similar documents.  These documents will not be reviewed for the purposes of determining your eligibility for the position.

Failure to comply with the above application requirements will eliminate you from consideration for this position.  Late applications and attachments will not be accepted.  Only the most recent application submitted will be considered.   

Use of Generative AI in the Hiring Process:  All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work.  Applicants may use generative AI tools for preparation purposes only.  Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information. 

If you are contacted for an interview and need to request a reasonable accommodation due to a disability, please use the contact information provided above to discuss your request with the Human Resources Office in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce.  The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania.  The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law.  All diverse candidates are encouraged to apply.

Benefits

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See the total value of your benefits package by exploring our benefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options. 

Work/Life Balance
We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.* 

Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks
Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

Agency Information

EmployerCommonwealth of PennsylvaniaAddress 613 North Street

Harrisburg, Pennsylvania, 17120 Website http://www.employment.pa.gov