ITOCC Supervisor

ITOCC Supervisor

Office: 090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV

Supervisor Organization: CIO

Employment:
Full time, Regular, 40‑hour work weeks

Salary:
Up to $75,000 (based on education and experience)

Location:

Oklahoma City, OK (On‑site)

The ITOCC (Information Technology Operations Command Center) Supervisor oversees daily incident response operations, ensuring efficient performance and staff development. The role supervises the team, monitors key metrics, generates reports for leadership, and drives continuous improvement initiatives. The Supervisor also participates in Major Incident Management in a 24/7 environment.

• Lead coordinated response to major/high‑impact incidents and serve as primary escalation point, making real‑time decisions to mitigate impact and direct response efforts.
• Ensure the ITOCC team is appropriately trained, equipped, and prepared to execute practical incident response activities.
• Review, analyze, and report on Incident Management metrics, identifying trends and presenting insights to IT leadership.
• Notify, escalate, and communicate service disruptions or critical incidents to leadership and impacted stakeholders in a timely and transparent manner, including the compilation of after‑action reports.
• Hosts and actively participates in team meetings, one‑on‑one check‑ins, and coaching sessions to promote team alignment and development.
• Provide after‑hours escalation support as needed, ensuring coverage and continuity of operations 24/7.
• Oversee the execution of standard operating procedures and ensure adherence to IT operational policies and protocols.
• Collaborate with cross‑functional teams to support problem management, root cause analysis, and continuous improvement efforts.
• Identify and implement opportunities to streamline ITOCC processes, improve response times, and enhance team productivity.
• Maintain clear documentation of incident handling procedures, shift turnover notes, and operational playbooks.
• Support business continuity and disaster recovery exercises by ensuring ITOCC readiness and participation.
• Perform other duties as assigned to support the mission of OMES, ITOCC and IT Enterprise Governance operations.

Bachelor’s degree in information technology or a related field and at least 1 year of supervisory experience, or 5+ years of progressive experience in IT Operations or related roles, or a comparable combination of education and experience.

• ITIL Foundation Certification or equivalent knowledge of IT Service Management frameworks.
• 1–2 years of experience working in or closely coordinating with a Network Operations Center, Command Center, or similar operational environment.
• Strong understanding of event monitoring tools and processes, and incident and problem management best practices.

Position works in a comfortable office setting with a computer for the majority of the workday. Noise level is usually mild. Occasional travel may be required.

• Generous leave: 15 days vacation, 15 days sick leave, and 11 paid holidays annually.
• Comprehensive Benefit Package with benefit allowance for employees and eligible dependents.

The Office of Management and Enterprise Services provides expert guidance and continuous improvement to support our partners’ goals. We are a highly qualified workforce committed to serving those who serve Oklahomans and making government run efficiently and innovatively.

OMES is an Equal Opportunity Employer. Reasonable accommodation for individuals with disabilities may be provided upon request. The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.