Information Technology Manager 1

State of Ohio • Columbus, OH

5d • $49 - $70 • Onsite

About The Position

The Ohio Department of Administrative Services (DAS), within its Infrastructure Services Division, is hiring an Information Technology Manager 1 to supervise and/or manage permanent and contingent IT staff supporting internal and external customers. The role oversees ServiceNow projects and services, software development lifecycle activities, ticket assignment and resolution, work prioritization, employee time records, performance reviews, management reporting, escalations, and major incidents. It also provides technical assistance and communicates with customers to ensure incidents and requests are resolved appropriately.

The position evaluates IT policies, procedures, and practices; leads IT-driven change efforts; and participates in project work and audit coordination. It also coordinates disaster recovery testing and agency onboarding, works with disaster recovery site vendors, and supports business continuity planning, impact assessment, recovery strategy development, implementation, documentation, exercises, and reviews. Additional duties include managing risks and changes and assisting with project plans, meetings, requirements gathering, and coordination.

This is a permanent, full-time position performed on-site daily at DAS’s Columbus office. The stated work hours are 8:00 a.m. to 5:00 p.m.; DAS core hours are Monday through Friday, with start and end times potentially varying according to operational needs and supervisory approval. Travel is required as needed, and the employee must provide transportation or have a valid driver’s license to operate a state vehicle.

Requirements

• Meet one of the stated minimum qualification pathways: the specified combination of relevant experience and project-management experience; qualifying undergraduate coursework plus the specified additional experience and project-management experience; 12 months of experience as an Information Technology Supervisor 3 or equivalent; or an equivalent combination meeting the minimum class qualifications.
• The experience pathway specifies 8.5 years of experience commensurate with the job duties, knowledge, and skills, including 18 months performing project management functions.
• The coursework pathway specifies undergraduate core coursework in computer science, or coursework in an academic major that includes an advanced-level programming language, logic-based mathematics, database concepts, computer systems analysis and design, and basic data-processing concepts, plus the specified additional experience and 18 months performing project management functions.
• For specified statewide IT policy and planning positions, the posting lists coursework requirements and experience in word processing, internet research, IT architecture, strategic planning, presentations/public speaking, IT policy and procedure writing, budgets, cost and resource estimates, contract management, email, IT project management or lead work, spreadsheets, and IT supervision or equivalent.
• Knowledge of computer hardware and software, including applications and programming; IT service management software such as ServiceNow and ITIL standards and practices; customer service; applicable state and agency policies, procedures, and laws; agency mission and goals; training and development; supervision; government structure and processes; organizational change management; customer relations; meeting management; and leadership.
• Skill in technical writing and documentation, reading and verbal comprehension, operating PC hardware and software such as Microsoft Word, Excel, PowerPoint, and Outlook, critical thinking and troubleshooting, operation monitoring, project management and lifecycle practices, continuous improvement, and quality assurance.
• Ability to communicate orally and in writing and use active listening; identify and solve problems; manage time, organize, prioritize, and multitask; learn actively; and research and analyze data and recommend or provide solutions.
• Must provide own transportation or have a valid driver’s license to operate a state vehicle.

Responsibilities

• Supervise and/or manage permanent and contingent IT staff supporting internal and external customers.
• Manage ServiceNow projects from inception and planning through completion and closeout.
• Lead or oversee the Software Development Lifecycle process.
• Assign and monitor tickets to support proper and timely resolution.
• Assign and prioritize work, and provide staff direction related to ServiceNow services.
• Schedule and approve employee work-hour records and timesheets for direct reports.
• Conduct performance reviews in accordance with state performance management standards.
• Oversee report generation and distribution to management.
• Oversee escalations and major incidents, including technical and customer bridge lines and coordination of service-area assistance.
• Provide technical assistance and information to internal and external customers, and communicate with customers to ensure incidents and requests are resolved appropriately.
• Evaluate IT policies, procedures, and practices and make recommendations.
• Lead IT-driven change efforts and participate in or lead activities to complete project tasks and meet deadlines.
• Serve as a secondary resource for SOCC OIT audits by providing comments and answers and coordinating with auditors to obtain information for compliance.
• Conduct customer meetings to plan disaster recovery tests.
• Onboard agencies and coordinate with distributed disaster recovery site vendors.
• Advise on developing, assessing, coordinating, and communicating disaster recovery requirements and business continuity plans.
• Identify and document critical business functions that must resume within defined time frames.
• Coordinate annual business continuity documentation maintenance and updates, exercises, and independent review and validation schedules for program areas.
• Assist program areas in assessing potential business impacts and defining critical, time-sensitive functions; recommend recovery strategies and options.
• Assist with implementation of recovery solutions.
• Develop skills to assist with managing risks and changes related to processes, projects, and procedures.
• Assist in developing project task plans, leading meetings, and gathering and coordinating requirements-related activities.
• Perform other duties as assigned.

Benefits

• Medical coverage.
• Free dental, vision, and basic life insurance premiums after completion of the eligibility period.
• Paid time off, including vacation, personal, and sick leave, and 11 paid holidays per year.
• Childbirth, adoption, and foster care leave.
• Education and development opportunities, including employee development funds and Public Service Loan Forgiveness.
• Public retirement systems, including OPERS, STRS, SERS, and HPRS, and optional deferred compensation through Ohio Deferred Compensation.
• Salary-step advancement after six months and annually thereafter, subject to the stated terms.
• Potential annual cost-of-living increases, subject to collective bargaining and legislative activity.
• Longevity supplements beginning after five years.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed