L1 Support Supervisor

Driver Services L1 Support Program Supervisor

The Wyoming Department of Transportation (WYDOT) is seeking a Driver Services L1 Support Program Supervisor located in Cheyenne, Wyoming. This position supports WYDOT's mission by providing leadership and oversight to staff engaged in a broad range of Driver Services functions. The L1 Support Program Supervisor is responsible for identifying, analyzing, and resolving complex Driver Services system and operational needs, while coordinating effective communication and collaboration with internal WYDOT programs and external state and partner agencies.

The L1 Support Program Supervisor provides expert consultation and leadership in testing, analysis, troubleshooting, and problem resolution for organization-wide, high-risk, high-impact, or mission-critical applications, projects, and operational issues. This role is critical to ensuring continuity of operations, system reliability, and efficient service delivery to the public through proactive issue identification, process improvement, and staff support.

This position offers: $2,000 Hiring Bonus (See Notes section for eligibility)

For information on the Wyoming Department of Transportation's purpose, mission, vision, and values, please visit our website:

Cheyenne is a steadily growing community along the Front Range but still true to the history of the Old West. The city offers nearby access to mountain biking, skiing, hiking, fishing, hunting, and other outdoor activities. Cheyenne is also home to the "Daddy of 'em All" – Cheyenne Frontier Days – held the last week of July. Wyoming is one of only nine states with no state income tax.

Working for the State of Wyoming offers more than a paycheck. Our total compensation package includes:

• Comprehensive health, dental, and vision insurance
• Paid vacation, sick leave, FMLA, and holidays
• Retirement - Pension and 457B plans that help you build a secure future
• Flexible schedules and work-life balance options
• Meaningful work that makes a difference for Wyoming communities
• and MUCH MORE! Click here for detailed information, or you can watch this short video to learn about our benefit package!

Want to see the full value of your compensation beyond salary? Explore our Total Compensation Calculator:

Human Resource Contact: Stacy Woita View phone number on click.appcast.io or View email address on click.appcast.io

The listed functions are illustrative only and are not intended to describe every function which may be performed in the job level.

• Management of the L1 Ticketing System (osTicketing) for all Driver Services employees and requests from organizational members for Driver Services related issues.
• Supervision and direction of work activities and training for Driver Services L1 Help Desk employee.
• Development of work procedures for the L1 support team that are consistent with State and Federal law, department policy by establishing workflow and monitoring work performed by subordinates.
• Planning and direction of organization-wide development and testing needs directly related to WYDOT's Driver Services systems and other programs as necessary.
• Participate and direct testing preparations and activities, including: Requirements review, architecture review, solution review, change management and release planning, deployment event and after action review.
• Contributing to the testing of complex agency or institution-wide enterprise systems crossing multiple networks, platforms or other environments as needed in conjunction with ETS.
• Supporting all Driver Services applications through consulting and daily support, including troubleshooting MAX application, ad hoc requests, and new components or required state/federal regulatory updates
• Identification and troubleshoot system messages/failures with American Association of Motor Vehicle Administrators (AAMVA) and other WY State Agencies
• Collaboration with project managers, business line managers, project management and others to determine testing needs. Assess staff skills to identify users to assist with testing updates. Coordinate tester assignments with the Program Manager.
• Develops schedules and audits required by the program to achieve goals.
• Monitor daily duties and performance of the employees to ensure that schedules are followed and processes are completed accurately and in a timely manner.
• Reviews weekly reports and information to ensure accuracy of Wyoming's conviction reporting process.
• Evaluate and determine performance and training needs of assigned employees, conduct personnel appraisals (PMI), resolve conflicts, and interview and hire new employees.

Qualifications

Preference will be given to those with previous experience with driver history and driver records systems.

Preference will be given to those with background in driver license system testing and business requirements gathering.

Preference will be given to those who can demonstrate strong computer skills, including database, Google Suite, and Microsoft Office.

Preference will be given to those with legislative/public speaking experience.

Preference may be given to those with supervisory experience within the last five (5) years.

Education: Bachelor's Degree (typically in Business)

Experience: 0-2 years of progressive work experience (typically in Business) with acquired knowledge at the level of a Driver's Services Supervisor I OR Education & Experience Substitution: 3-5 years of progressive work experience (typically in Business) with acquired knowledge at the level of a Driver's Services Supervisor I

Certificates, Licenses, Registrations: None

Necessary Special Requirements

Physical Working Conditions:

• Travel may be required to various WYDOT locations including overnight stays.
• May represent WYDOT at various national conventions/conferences.

Notes:

• FLSA: Non-exempt
• Applicants must pass an FBI fingerprint check.
• Successful applicant must have and maintain a valid driver license.
• Successful applicant will be subjected to a thorough background investigation.
• E-Verify: WYDOT uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.
• A valid Driver's License is required for the position.
• Travel expenses are reimbursed according to state policy.
• Qualifying eligibility and criteria for the hiring bonus:
• Temporary employees accepting a full-time position.
• Current employees accepting a promotional opportunity - recruitment must have been opened to the public.
• One year of service to WYDOT must be completed, failure to complete this requirement will forfeit the hiring incentive, and funds will be recouped from final pay.
• Internal candidates would be required to remain in the position for a minimum of one (1) year from their promotion date.
• Employees would only be eligible for one (1) hiring bonus in a 12-month period.
• If the employee elects to downgrade through an active recruitment and/or appointment during the twelve (12) month period, they would be required to pay the bonus back

Supplemental Information

Working for the State of Wyoming means more than a job — it's a stable, rewarding career that lets you make a difference while enjoying a great quality of life.

Employees enjoy:

• Comprehensive health coverage – medical, dental, and vision plans for you and your family
• Voluntary Benefits – including life insurance for you and family members, ambulance, pet insurance, short/long-term disability, flex spending and health savings accounts
• Multiple retirement options – including the Wyoming Retirement System and a 457B account, helping you plan for long-term financial security
• Generous paid leave and flexible schedules – vacation, sick leave, paid FMLA and 11 paid holidays each year
• Public Service Loan Forgiveness eligibility – for those with qualifying student loans
• Training and professional development – to support your career growth and advancement
• Employee Assistance Program – Includes paid short-term counseling, legal, financial and work-life benefits and select employee discounts
• Wellness Program – Earn paid time off and incentives by focusing on your personal health

Know your full value. Your paycheck is only part of the picture. The State of Wyoming offers a Total Compensation Calculator that shows the full value of your salary plus benefits, so you can clearly see what your complete compensation package looks like.