IT Statewide Manager 3 (Incident Support Manager)

State of Louisiana•Baton Rouge, LA

About The Position

The Division of Administration’s Office of Technology Services (OTS), Network Communications Services Section, is hiring a senior-level technical manager to lead the Incident Support team. The team oversees data and voice incident response across complex, multi-agency networks. The position’s primary focus is operational reliability and timely restoration of statewide communication services, including WAN, LAN, Wi-Fi, VoIP, and legacy voice systems. The manager guides incident response in coordination with vendors, the Network Operations Center (NOC), and other OTS units, ensuring network and voice incidents are identified, troubleshot, resolved, or escalated efficiently and accurately. The role also ensures troubleshooting changes are documented to keep billing and inventory records current. The position may serve as a technical authority on network performance, fault management, and service restoration, and is expected to participate in statewide emergency response operations. The position manages technical staff, incident priorities, training, and operational processes. It also contributes to disaster recovery planning, procurement and budget activities, policy refinement, and research into emerging telecommunications and network technologies. The vacancy is limited to promotion of a current permanent-status OTS employee; a new probationary period may be required.

Requirements

Meet one of the listed minimum qualification pathways: seven years of experience in information technology or administrative services; six years of full-time work experience in any field plus five years in information technology or administrative services; an associate’s degree in information technology plus five years in information technology or administrative services; a bachelor’s degree plus five years in information technology or administrative services; a bachelor’s degree with 24 semester hours in information technology, computer science, engineering, mathematics, or business analytics plus four years in information technology or administrative services; or a master’s degree plus four years in information technology or administrative services.
A current permanent-status employee of the Office of Technology Services is required, because the vacancy will be filled by promotion of such an employee.
Provide relevant, detailed education and experience information in the electronic application; resumes are not accepted in lieu of completed application sections.
A certification in an approved area may substitute for education and/or experience requirements at hire or promotion when the appointment is made from a Certificate of Eligibles.
Every 30 semester hours from an accredited college or university may substitute for one year of the six years of full-time work experience in any field, up to 120 semester hours and four years.

Responsibilities

Manage technical personnel responsible for front-line network and voice service troubleshooting.
Assign priorities and responsibilities to network and voice incident support staff.
Coordinate staff training and access to necessary tools and technical resources.
Lead regular staff meetings to communicate priorities, procedures, and strategic goals.
Lead troubleshooting and resolution of complex or critical WAN, LAN, Wi-Fi, legacy voice, and VoIP incidents.
Coordinate incident response with internal teams, vendors, and the Network Operations Center.
Escalate highly complex service-impacting incidents and monitor their progress.
Ensure staff maintain detailed incident documentation and provide timely customer updates.
Perform trend and root-cause analyses to identify, explain, and predict complex service interruptions.
Recommend process improvements based on incident data.
Oversee and evaluate software tools used for diagnostics and incident tracking.
Identify network anomalies and collaborate with Edge, Core, NOC, and vendors to prevent service issues.
Prepare operational reports for leadership, including findings and recommendations for improving responsiveness, resolution, and productivity.
Contribute to the development and testing of disaster recovery plans and procedures for core and data center infrastructure.
Provide operational support for agency Emergency Support Functions to ensure continuity.
Coordinate disaster recovery activities with other teams and stakeholders.
Refine operational policies and practices, including maintenance standards, change control, deployment, documentation, and service quality.
Lead or participate in selecting network and voice hardware, software, and services.
Assist with Invitations to Bid and Requests for Proposals and recommend purchases based on technical suitability and operational needs.
Serve as a LaCarte purchasing card holder or approver and comply with applicable procurement policies and procedures.
Support line-of-service rate development and prepare annual budget estimates for equipment, software, and services.
Research emerging telecommunications and network technologies and participate in vendor briefings, training, and workshops.
Perform special projects, reporting, studies, and other duties as directed by leadership.