IT Statewide Director 2 (Inc & Ops Mgt) Print (https://www.governmentjobs.com/careers/louisiana/jobs/newprint/4846251) Apply  IT Statewide Director 2 (Inc & Ops Mgt) Salary $6,692.00 - $12,047.00 Monthly Location Baton Rouge, LA Job Type Classified Job Number OTS 022525G ERG Department Division of Administration-Office of Technology Services Opening Date 02/25/2025 Closing Date 3/4/2025 11:59 PM Central + Description + Benefits + Questions Supplemental Information The Division of Administration/Office of Technology Services has a vacancy. This job title has an assigned pay grade of TS-319. This position is located in the End User Computing Section. Req. 205791 This vacancy will be filled by new hire or by promotion of a current permanent status classified employee. Louisiana is a "State as a Model Employer" for People with Disabilities. Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system. No Civil Service test score is required in order to be considered for this vacancy. To apply for this vacancy, click on the “Apply” link above and complete an electronic application which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the information section of the Current Job Opportunities page. Resumes WILL NOT be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete. Applicants qualifying based on college training or receipt of a baccalaureate degree will be required to submit an official college transcript to verify credentials claimed prior to appointment. Please make every effort to attach a copy of your transcript to your application. The transcripts can be added as an attachment to your online application or faxed to (225) 219-1041. The selected candidate will be required to submit original documentation upon hire. For further information about this posting, please contact: Erica R. Gay HR Specialist Division of Administration/Office of Human Resources email: Erica.Gay@la.gov Minimum Qualifications MINIMUM QUALIFICATIONS: Seven years of experience in information technology or administrative services; OR Six years of full-time work experience in any field plus five years of experience in information technology or administrative services; OR An associate's degree in information technology plus five years of experience in information technology or administrative services; OR A bachelor’s degree plus five years of experience in information technology or administrative services; OR A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus four years of experience in information technology or administrative services; OR A master’s degree plus four years of experience in information technology or administrative services. EXPERIENCE SUBSTITUTION: Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field. NOTE: A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles. Job Concepts FUNCTION OF WORK: To direct a section of the Office of Technology Services. LEVEL OF WORK: Administrator. SUPERVISION RECEIVED: Broad direction from an IT Statewide Administrator. Other reporting relationships may be approved by SCS. SUPERVISION EXERCISED: Direct over IT Statewide Managers. Other reporting relationships may be approved by SCS. LOCATION OF WORK: Division of Administration, Office of Technology Services JOB DISTINCTIONS: Differs from IT Statewide Director 1 by the presence of responsibility for directing a complex section of the Office of Technology Services. Differs from IT Statewide Director 3 by the absence of responsibility for directing a highly complex section of the Office of Technology Services. Examples of Work The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the State’s investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff. Incumbent of this position serves as an assistant to the Statewide IT Administrator 1 in directing the End User Computing (EUC) management information systems and operations for all Executive branch OTS in-scope agencies statewide as well as some out of scope state agencies. EUC is the first point of contact for all statewide IT incidents, issues, and requests for more than 30,000 users and devices in 720+ locations. EUC services are provided through 5 core areas of concentration including Field Operations, Advanced Remote Support, End User Technology, Incident and Operations Management, and Communications and Network Services. Incumbent of this position is responsible for Incident and Operations Management and has expert experience in IT service delivery, project management, personnel management and financial management. Responsible for providing all Network Operations Center administration, Service Management System administration and 24x7 Level 1 Service Desk user support including user hardware, peripherals, networks, and software for all customers statewide. Responsible for providing phone support during and after disasters for state agency Emergency Support Functions. 35% Directs a section consisting of multiple teams of managers, supervisors, engineers and technicians in the planning, management and operations for statewide Level 1 Service Desk phone support. Directs and coordinates complex activities for Tier 2 Incident Management and service request fulfillment for phone and ticket handling support for the entire State. Oversees continuous improvement initiatives that result in a greater level of organizational maturity and performance. Responsible for the oversight of providing remote phone support including basic customer service, password management, and device hardware and software technical support for all OTS in-scope and some out of scope agencies. Oversees processes followed by staff responding to end user calls for support with particular focus on operational excellence, customer service and service level assurance. Documents call scripts, knowledge base articles and procedures for consistent and efficient support operations. Responsible for Service Desk hosted phone system platform administration. 25% Directs the team responsible for the 24x7 Network Operations Center and after hours phone support. Oversees the governance of complex statewide NOC services including collaboration and coordination with high level stakeholders for outage notifications and to facilitate incident response and resolution for major incidents. Responsible for monitoring of network, application and system availability, capacity and performance. Responsible for development and presentation of system reports and executive dashboards as well as development of run books for response services of monitored systems. Responsible for handling support calls received after business hours, on weekends and holidays and escalating to on-call support staff as needed. 25% Directs the team responsible for the Service Management and Asset Management System platform administration including the Incident, Problem, and Knowledge Management modules. Oversees the effective implementation of Incident and Problem management procedures and activities. Ensures required stakeholders are informed and involved appropriately for each process. Responsible for internal and agency reporting of metrics, trends, analysis and service level adherence. Oversees development efforts to create and publish new or create changes for system workflows, customer portals, and service catalog items. Directs the team responsible for the programming development and associated project direction for the Service Management and Asset Management applications. Directs the strategic planning of these systems and coordinates highly complex project initiatives. Interacts with executive leadership to ensure business alignment. 10% Assists division Administrator with establishing and planning near- and long-term end user computing service strategies. Establishes performance measures, goals, project initiatives and timelines for operations. Plans and projects equipment, space and staffing needs and makes recommendations to management for consideration. Regularly evaluates performance reports for escalation of issues and to provide feedback to the division Administrator. Meets with OTS executive management, agency executive management, liaisons and vendors to discuss and resolve operational problems, plans, and administrative issues. Reviews and approves expenditures, monitors budget and makes recommendation for future budget requirements. Directs financial review of the section line of service and rate development. Conducts staff meetings with unit managers and subordinate staff to discuss unit operations, projects and priorities. Plans and coordinates staff orientation, training and education. Represents the division Administrator in meetings and may act as a backup to perform the Administrator duties when needed. 5% Performs all other tasks, special projects, analysis, studies, and plans as directed. Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity tomake a differencethrough public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career. As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program: Insurance Coverage More information can be found at https://info.groupbenefits.org/ Parental Leave– Up to six weeks paid parental leave More information can be found athttps://www.civilservice.louisiana.gov/Parental-Leave/Default.aspx Holidays and Leave – State employees receive the following paid holidays each year: + New Year's Day + Martin Luther King, Jr. Day, + Mardi Gras, + Good Friday, + Memorial Day, + Independence Day, + Labor Day, + Veteran's Day, + Thanksgiving Day and Christmas Day. ***** Additional holidays may be proclaimed by the Governor State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase. Retirement – State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to): + Louisiana State Employees Retirement System (www.lasersonline.org). LASERS has provided this video (https://lasersonline.org/wp-content/uploads/2016/07/Your\_Retirement\_System.mp4) to give you more detailed information about their system + Teacher's Retirement System of Louisiana (www.trsl.org), + Louisiana School Employees Retirement System (www.lsers.net), among others 01 Please describe in detail your experience managing a large technical team. 02 Please describe in detail your experience with enterprise level service management systems. 03 Please describe in detail your experience in monitoring Service Levels and Key Performance Indicators (KPIs). 04 Please describe in detail your experience designing, implementing, and/or coordinating activities related to Service Desk phone support operations. 05 If you have completed twenty-four semester hours in information technology, computer science, engineering, mathematics, or business analytics provide the qualifying courses include the course number, course title, credit hours, and college/university. (Ex. BIOL 1001 – General Biology – 3 hrs – LSU) If you have not you can enter N/A. Required Question Employer State of Louisiana Address For agency contact information, please refer to the supplemental information above. Louisiana State Civil Service, Louisiana, 70802 Phone (866) 783-5462 Website http://agency.governmentjobs.com/louisiana/default.cfm Apply Please verify your email addressVerify Email