Cyber Command Center: Subscriber Relations Lead

NYS Office of Information Technology Services; City of Albany (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Holiday & Paid Time Off

Health insurance

Retirement benefits

Job summary

The NYS Office of Information Technology Services is seeking a Customer Relationship Manager to coordinate onboarding and ongoing subscriber relationships with the NYS Security Operations Center (NYSOC). You will ensure smooth transitions for new subscribers, address needs promptly, and collaborate with internal teams to deliver effective security services to local, state, and federal partners.

The role requires strong organizational and customer service skills, plus a solid understanding of

Qualifications

• Six years of information technology, cyber security, or information assurance experience.
• One year of state service as an Information Technology Specialist 3 (Information Security).
• Degree substitutions: bachelor’s substitutes for two years, master's substitutes for one year, etc.

Responsibilities

• Coordinate onboarding of NYSOC subscribers and ensure smooth transition onto the service.
• Serve as main point of contact for subscriber requests or concerns and advocate for subscribers with internal teams.
• Develop understanding of NYSOC services and benefits for current and prospective subscribers.
• Track new requests or issues raised by subscribers until completion.
• Communicate with subscribers to gauge satisfaction and identify improvement opportunities.
• Create onboarding documents and promotional materials for subscribers.
• Contribute to development and maintenance of NYSOC SOPs and performance standards.

Education

Bachelor's degree with CS credits or related field substitutions

Associate degree with CS credits substituted for experience

Master's degree substitutes for experience

Job description

The NYS Office of Information Technology Services is seeking a Customer Relationship Manager to coordinate onboarding and ongoing subscriber relationships with the NYS Security Operations Center (NYSOC). You will ensure smooth transitions for new subscribers, address needs promptly, and collaborate with internal teams to deliver effective security services to local, state, and federal partners.

The role requires strong organizational and customer service skills, plus a solid understanding of