Manager Information Technology Services 2 - 9958

State of New York•Albany, NY

37d•$118,425 - $145,039•Hybrid

About The Position

Under the direction of the Assistant Director Information Technology Services 2 for the Digital Transformation Office, Digital Experience Bureau, Communication Experience (ComX) Section , the Manager Information Technology Services 2 (29) will provide essential oversight and managerial support for the Communication Experience (ComX) Team within the Office of Digital Transformation in both Albany and NYC offices. The MITS2 will oversee operations and provide managerial oversight coordinating collaboration among the ComX team, agency clients, and partners. This role is responsible for the technical development and daily operations of configurable service tools that guide users to the right information, support channel, or human assistance. The position also supports broader efforts around constituent engagement, self-service enablement, and integration with live assistance platforms. The MITS2 will serve as the technical lead for the design, implementation, and ongoing optimization of digital contact center services across high-priority public-facing programs. This position supports the Digital Experience Bureau's efforts to modernize and streamline how New Yorkers connect with state agencies via structured screeners, service triage tools, escalation pathways, interactive service delivery workflows, etc. The incumbent will ensure projects are properly tracked, procedures are documented, incidents and client requests are responded to, and will oversee consultations on prospective new work and incoming client requests. We are looking for a highly organized and detail-oriented Manager Information Technology Services 2 to join our team. This MITS2 will manage day-to-day oversight, provide necessary leadership to ComX teams, as well as ensure efficient operation and adherence to agency policy and procedure. The ideal candidate will be a self-starter who is comfortable working independently and is able to handle multiple tasks and assignments simultaneously. This position will primarily be in-person at least 50% of the time, visit team locations, and be able to serve remotely as duties permit.

Requirements

Open to NYS employees with one year of permanent competitive service as a Manager Information Technology Services 2, SG29/M3, OR in a position at the SG27/M2 level or higher deemed administrative under Section 52.6 of Civil Service Law.
The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades or one M-grade.
Candidates must be reachable on the current eligible list for this title in order to be list appointed.

Responsibilities

Serve as the primary technical contact for communication platforms, including contact centers, internal ITS hosting teams, and agency business owners
Lead technical configuration and delivery of digital service flows that guide users through structured decision paths, triage questions, or interactive screeners
Translate stakeholder requirements into modular workflows and logic-based user experiences using configurable platform tools and structured data
Build and maintain operational infrastructure for contact center services including digital intake, routing rules, escalation logic, and integration with live support teams or help desks
Coordinate and implement service delivery enhancements based on user behavior, platform analytics, and agency performance feedback
Monitor uptime, service quality, and operational health of digital contact center tools, with responsibility for troubleshooting and issue resolution
Ensure tools and workflows adhere to accessibility, security, and data integrity standards required for public-facing digital services
Collaborate with design, content, and communications teams to ensure alignment between front-end user experience and backend functionality
Maintain documentation of digital service logic, workflow diagrams, platform configuration, and release/version history
Support the expansion of constituent-facing tools that provide guided assistance, tailored service recommendations, or structured handoffs to agency staff
Work with a cross-matrix team on daily projects and initiatives
Provide leadership, including scheduling meetings, organizing site visits, and handling priorities
Guide direct reports and teams in reviewing and documenting requests from customers
Oversee and coordinate internal productivity systems and documentation
Review day-to-day business operations, ensuring staffing meets the growing needs of the team
Ensure vendor/partner relationships and customer service inquiries are managed properly and with excellence.

Benefits

Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
Thirteen (13) paid holidays annually
Up to Thirteen (13) days of paid vacation leave annually
Up to Five (5) days of paid personal leave annually
Up to Thirteen (13) days of paid sick leave annually for PEF.
Up to three (3) days of professional leave annually to participate in professional development
Health Care Benefits
Eligible employees and dependents can pick from a variety of affordable health insurance programs
Family dental and vision benefits at no additional cost
Additional Benefits
New York State Employees' Retirement System (ERS) Membership
NYS Deferred Compensation
Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
Public Service Loan Forgiveness (PSLF)
And many more.