IT STATEWIDE MANAGER 3 - Enterprise Imaging (EUC EC)

Division of Administration-Office of Technology Services; Baton Rouge (LA); On-site; USD 60,000 - 110,000; Full time

Job summary

Division of Administration/Office of Technology Services in Baton Rouge seeks an experienced IT manager to oversee EUC systems, service management, and configuration management across state agencies. The role focuses on team leadership, incident resolution, and implementing standardized processes.

You will coordinate with vendors, manage inventories, oversee security, and help drive automation while ensuring service levels.

Qualifications

• Seven years of experience in information technology or administrative services.
• Six years of full-time work experience in any field plus five years of information technology or administrative services.
• An associate’s degree in information technology plus five years of information technology experience.
• A bachelor’s degree plus five years of information technology experience.
• A bachelor’s degree with 24 semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus four years of information technology experience.
• A master’s degree plus four years of experience in information technology or administrative services.

Responsibilities

• Oversee EUC systems administration, service management, and incident resolution across OTS.
• Coordinate with third party vendors to support statewide IT functions and inventories.
• Develop automated processes for EUC tasks and supervise staff performance and scheduling.
• Plan and guide staff training, evaluations, and continuous education in EUC operations.
• Perform additional tasks, projects, analyses, and plans as directed by management.

Education

Associate’s degree in information technology

Bachelor’s degree in information technology

Master’s degree in information technology

Job description

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. 224683.

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.

In addition, the incumbent in this position is also responsible for overseeing assistance with the response to customer requests, incidents and problems from the Office of Technology Services’ in scope agencies. Participates in administering the service management system and all device configuration management including device security and threat management, device patch and policy management, user profile management, network printing systems, user and computer account management, and security group management activities. Monitors adherence to established Service Level Agreements and performs root cause analysis and management of ongoing or reoccurring problems to identify more permanent solutions. Identifies opportunities for process automation for statewide user systems administration. Coordinates engagements with third party vendors to provide support, repairs and system implementations. Manages hardware and software inventory tracking and reporting for all computers, laptops and tablets statewide. Plans and coordinates staff orientation, training and education. Evaluates new technology solutions, requirements and costs and makes recommendations to management. Participates in preparing specifications and conducting evaluations for bids to secure hardware, software or services.

End User Technology – Provides centralized administration and support of backend systems used to manage overall statewide operations. Resolves ongoing problems that cannot be completed by the Service Desk or Field Operations teams. Escalates to other teams across OTS and third parties as needed.

Key functions include: Service Management system configuration and administration, Active Directory object administration, endpoint security administration, endpoint configuration management, print server administration, inventory management, root cause analysis and problem management, application virtualization, and technology deployment.

• Overseeing the state’s 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

• 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.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties:

• Manages a team of centrally located technical support and management consultant personnel and activities of the OTS Systems administration unit by assigning tasks and monitoring various daily operating functions. Oversees the performance of third party support activities and all EUC functions including problem determination, root cause analysis and resolution to ensure ongoing problems are resolved and defined Service Levels are being met. Assists with administration and configuration of Service Management systems, Active Directory, endpoint security, endpoint configuration management systems, print server management, software inventory and hardware inventory. Coordinates escalation of incidents and other interaction with higher-level technical support staff. Makes recommendations and provides guidance for industry best practices and processes that should be implemented. Assists with developing automated processes for statewide End User Computing tasks. Represents the Deputy Director in meetings and may act as the Deputy Director in his absence.

• Acts as a systems management subject matter expert for staff and other functional areas of OTS. Provides guidance, training and coaching for staff to improve skills and performance. Assists with resolving daily issues as needed when problems arise or increases in staff workload negatively impact service levels. Manages the consolidation effort to centralize 11 separate configuration management systems into a single system. Manages the consolidation effort to centralize 8 separate service management systems into a single system and expand to include all OTS in-scope agencies.

• Assists with performing technical assessments of new technologies and developing technology standards for hardware, software, and support operations, establishes requirements and costs and makes recommendations to management. Assists with managing testing and customization of end user equipment and software to meet in scope agency needs. Participates in preparing specifications and conducting evaluations for bids to secure hardware, software or services. Advises Management on issues and problems that are discovered through the monitoring of daily activities. Assists in developing a proactive response process so that problems can be correctly detected and solutions are identified as early as possible. Assists with defining the daily operations strategy and recommends procedures for EUC operations. Participates in meetings with supervisors, technical, and program office staff. Documents procedures and knowledge articles as a support reference for staff.

• Completes continuing education, supervisory training, and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks. Conducts staff Performance Planning and Evaluations and responds appropriately and timely to positive and negative areas of performance. Coordinates staff schedules and approves or disapproves leave. Identifies opportunities for improvement of services and operations and makes recommendations to supervisory staff.

• Performs all other tasks, special projects, analysis, studies, and plans as directed.

Position-Specific Details:

Appointment Type: This vacancy will be filled by either a new hire or the promotion of a current, permanent-status classified employee.

Louisiana is a "State as a Model Employer" for People with Disabilities.

For further information about this posting, please contact:

Erica R. Gay

HR Specialist

Division of Administration/Office of Human Resources

Email: [e-mail]