IT STATEWIDE MANAGER 3 - Incident Management (EUC JS)
IT STATEWIDE MANAGER 3 - Incident Management (EUC JS)
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$ 5845 - 10521
1 Vacancy
Job Description
About this Job
- The Division of Administration/Office of Technology Services has a vacancy.This position is located in End User Computing Section. This job title has an assigned pay grade of TS-317. Req. 210339
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 States 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 reports to an IT Director and is responsible for Incident Management within the Incident and Operations Management unit of End User Computing. EUC is the first point of contact for all statewide IT incidents issues and requests from more than 40000 users and devices in 850 locations. EUC services are divided into 4 core areas of concentration including Incident and Operations Management Field Operations Communications and Voice Services and End User Technology. Incumbent of this position is responsible for the Tier 1 and Tier 2 24x7 EUC Incident Management phone support and ticket handling processes and operations for the enterprise including the after-hours support of the Network Operations Center functions.
The Division of Administration is the state governments management arm and the hub of its financial operations. Division offices perform a wide variety of activities including the following:- Overseeing the states capital construction program
- Working to provide state and federal grants for community development
- Development of the state budget
- Providing technology services
- Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
- Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes
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 associates degree in information technology plus five years of experience in information technology or administrative services; OR
A bachelors degree plus five years of experience in information technology or administrative services; OR
A bachelors 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 masters 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 Specification
The official job specifications for this role as defined by the State Civil Service can be found here.
Job Duties and Other Information
Job Duties:
40% Serves as the technical and operational Manager for providing statewide 24x7 Tier 1 incident management phone support for the States core business functions. Ensures adequate phone support coverage is provided 24x7 including holidays weekends and during office closures. Responsible for Network Operations Center after hours functions including phone support system monitoring and incident response activities. Administers the EUC statewide Service Desk phone Automated Call Distribution system functionality configuration scripts call routing and client updates. Responsible for developing and overseeing procedures for accurately and efficiently routing calls and tickets to OTS level 2 support teams. Ensures the daily call volume and call metrics are monitored regularly so adjustments can be made as needed to ensure service levels are met. Ensures run books and other staff resources are developed and updated regularly to define processes and procedures for call handling and customer services being provided. Oversees continuous improvement initiatives that result in a greater level of organizational maturity and performance. Identifies opportunities to reduce call volume. Identifies opportunities for phone system integration with the OTS ticket system.
35% Serves as the technical and operational Manager for providing statewide Tier 2 incident management and request fulfillment phone and ticket handling support for the States core business functions. Ensures adequate support coverage is provided including during office closures. Responsible for developing and overseeing procedures for accurately and efficiently routing calls and tickets from the Tier 2 support team to other EUC and OTS units as needed. Ensures the daily ticket metrics are monitored regularly so adjustments can be made as needed to ensure service levels are met. Ensures run books and other staff resources are developed and updated regularly to define processes and procedures for ticket handling and customer services being provided. Oversees continuous improvement
initiatives that result in a greater level of organizational maturity and performance.
15% Responsible for maintaining the Knowledge Base content in the Service Management system. Defines key performance metrics that will be used to ensure service delivery expectations and customer service levels are met. Defines the quality control components and process for the team and oversees regularly scheduled quality control meetings. Oversees the evaluation of individual and team metrics on a regular basis and participates in individual and team meetings to present and discuss the performance metrics. Assists with defining and publishing performance dashboards and metrics reports for staff OTS Executives and customers. Directs the hiring orientation and training plan for team members as well as monitors the productivity and efficiency of the teams. Manages training of staff to keep them current on new technical procedures skills and certifications. Participates in emergency preparedness planning and response activities for all in-scope agencies statewide. Assists with coordinating the emergency phone support during disasters or other office closures.
5% Attends classes seminars webinars and professional conferences to maintain or improve knowledge and skills while also staying abreast of industry best practices for current and future technologies. Research review and evaluate technologies processes and approaches to identify opportunities to enhance existing systems and operations. Evaluates employee performance as prescribed by the State. May serve as a backup for the Director.
5% Performs all other tasks special projects analysis studies and plans as directed.Position-Specific Details:
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.How To Apply:
No Civil Service test scoreis 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.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 applicants 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 governments E-verify system.
ResumesWILL NOTbe 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 . 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:
Required Experience:
Manager
Employment Type
Unclear
