Information Technology Manager 1

State of Ohio • Columbus, OH

4d • Onsite

About The Position

The Ohio Department of Administrative Services (DAS) is hiring an Information Technology Manager 1 in its Infrastructure Services Division (ISD), which operates statewide IT infrastructure and develops and manages enterprise IT services. This position supervises and/or manages permanent and contingent IT staff supporting internal and external customers. The role manages ServiceNow projects from planning through completion, oversees the software development lifecycle, assigns and monitors tickets and work, provides direction to staff, handles reporting and escalations, and communicates with customers to resolve incidents and service requests.

The manager evaluates IT policies, procedures, and practices and recommends improvements; leads IT-driven change efforts; and supports project activities and compliance audits. The role also coordinates disaster recovery and business continuity planning, including working with customers and vendors, arranging disaster recovery tests, identifying critical business functions, maintaining documentation and schedules, assessing business impacts, recommending recovery options, and helping implement recovery solutions. Other duties include supporting risk and change management, project task planning, meetings, and requirements gathering.

This is a permanent, full-time position performed on-site daily at the DAS office in Columbus, Ohio. Core hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., with start and end times potentially varying between 7:00 a.m. and 9:00 a.m. with supervisory approval. Travel is required as needed. The employee must provide transportation or have a valid driver's license to operate a state vehicle.

Requirements

• Meet one of the listed minimum qualification pathways: 8.5 years of experience commensurate with the job duties and required knowledge and skills, plus 18 months performing project management functions; or the specified undergraduate coursework in computer science or an academic major including required coursework, plus 6.5 years of commensurate experience and 18 months performing project management functions; or 12 months as an Information Technology Supervisor 3 or equivalent.
• For applicable positions in statewide information technology policy and planning offices, complete the specified undergraduate coursework and have the listed experience in word-processing software (3 years), internet browsers for research (3 years), email (2 years), project management or an IT project lead role (18 months), spreadsheet software (12 months), and as an IT Supervisor 3 or equivalent (12 months), as well as 54 months involving the listed IT architecture, strategic planning, presentations, policy and procedure writing, budget, cost and resource estimation, and contract management experience; or meet the stated equivalent minimum qualifications.
• 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 and procedures; agency vision, mission, and goals; training and development; supervision; government structure and process; organizational change management; customer relations management; meeting management; and leadership.
• Skill in technical writing and documentation, reading and verbal comprehension, operating PC hardware and software including Microsoft Word, Excel, PowerPoint, and Outlook, critical thinking and troubleshooting, operations monitoring, project management and project lifecycle, continuous improvement, and quality assurance.
• Ability to communicate orally and in writing and listen actively; identify and solve problems; manage time, organize, prioritize, and multitask; learn actively; and research and analyze data and recommend or provide solutions.
• All supplemental-question answers must be supported by work experience or education entered on the civil service application.
• A valid driver's license is required to operate a state vehicle; otherwise, the employee must provide their own transportation.
• Applicants may be required to pass an applicable selection device, such as a structured interview, proficiency instrument, or assessment.

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 ensure proper and timely resolution; assign and prioritize staff work.
• Provide direction to staff related to ServiceNow services.
• Schedule and approve direct reports’ employee work-hour records and timesheets, and conduct performance reviews according to state standards.
• Oversee the generation and distribution of reports to management.
• Oversee escalations and major incidents, facilitate technical and customer bridge lines, and coordinate service-area assistance.
• Provide technical assistance and information to customers and communicate with them to resolve incidents and requests.
• Evaluate IT policies, procedures, and practices and make recommendations; lead IT-driven change efforts.
• Participate in or lead activities to complete project tasks and meet deadlines.
• Serve as a secondary resource for SOCC OIT audits, provide comments and answers, and coordinate 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 program-area schedules for annual business continuity documentation maintenance and updates, exercises, and independent review and validation.
• Help program areas assess potential business impacts and define critical, time-sensitive functions; recommend recovery strategies and options.
• Assist with implementation of recovery solutions.
• Develop and apply skills for managing risks and changes related to processes, projects, and procedures.
• Assist with project task plans, lead meetings, and coordinate requirements-gathering 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
• Optional deferred compensation through Ohio Deferred Compensation

What This Job Offers

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