IT Statewide Manager ; Incident Support Manager

The Division of Administration/Office of Technology Services has a vacancy. This position is located in Network Communication Services Section. This job title has an assigned pay grade of TS-317. Req.
227788

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.

This Senior-Level Technical Manager position leads the Incident Support team, which is responsible for overseeing data and voice incident response across highly complex, multi-agency networks within the Office of Technology Services (OTS) – Network Communications Services (NCS). The primary focus of this position is to ensure the operational reliability and timely restoration of statewide communication services, including WAN, LAN, Wi‑Fi, VoIP and legacy Voice systems.

The incumbent is accountable for guiding the team that works closely with vendors, the Network Operations Center (NOC), and other units within OTS to identify, troubleshoot, resolve, or escalating network and voice-related incidents and highly complex service disruptions. This role is also responsible for ensuring incidents are addressed efficiently and accurately and that all changes made during troubleshooting are properly documented to maintain up-to-date billing and inventory records.

This position is expected to participate in statewide emergency response operations and may serve as a technical authority on network performance, fault management, and service restoration efforts.

The Division of Administration is the state government’s management arm and the hub of its financial operations. Division offices perform a wide variety of activities including the following:

• 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…