Information Technology Supervisor 2

About Us:

The Ohio Department of Administrative Services (DAS) takes great pride in its work to support the priorities of the DeWine-Tressel administration to ease access for those doing business with the state, secure state data and technology resources, and create efficiencies for our state government partners while keeping costs in check.

DAS is the engine of state government, providing innovative solutions and supporting the efficient operation of state agencies, boards, and commissions. DAS program areas serve our Ohio government customers, who in turn directly serve the interests of Ohioans. We help procure goods and services, deliver information technology and mail, recruit and train personnel, promote equal access to the state workforce, lease and manage office space, process payroll, print publications, and perform a variety of other services.

The Office of Information Technology (OIT) delivers enterprise information technology and telecommunication services as well as IT policy and standards, lifecycle investment planning, and privacy and security management.

The Infrastructure Services Division (ISD) operates the IT infrastructure for the state, which includes hardware, software and telecommunications. The division also develops and manages a variety of enterprise IT services. ISD consists of the following program areas: Application Infrastructure & Operations Solutions; Customer Service Center; Data Center Co-Location; Disaster Recovery and Business Continuity; Enterprise Cloud Smart Solutions; Enterprise Mainframe Computing and Database Services; Enterprise Servers; Enterprise Storage; and Unified Network Services.

What You’Ll Do:

• Oversees the OHID Customer Contact Center’s Day to day operations that perform the following duties:
• • Communicate with Contact Center & Management regarding its performance & trends. Actively listen to address concerns.
• • Review Contact Center reporting & analyze trends to solve problem issues & implement corrective actions.
• • Monitor Contact Center compliance to SLAs & SLOs.
• • Build positive relationships with the Contact Center & other Agencies. Able to resolve conflicts & disputes that may arise as it pertains to the Contact Center.
• • Will continuously learn & stay up on industry trends.
• • Communicate & manage incident response of the Contact Center as it relates to a service interruption.
• • Coordinate training of Contact Center for projects.
• • Coordinate with internal & external State Agencies, Boards & Commissions, to ensure Contact Center is meeting business needs during busy seasons.
• Oversees the OHID Customer Contact Center’s Day to day operations that perform the following duties:
• • Develops & enforces Contact Center policies & procedures.
• • Performs Quality Assurance on Contact Center & IT staff interactions with internal & external customers.
• Supervises assigned staff:
• • Manage assigned staff to ensure customer issues are triaged, resolved, &/or escalated in a timely fashion.
• • Assign & prioritize work of staff.
• • Train, mentor & develop direct report IT staff.
• • Manage or handle Escalated customer issues that are technical or non-technical.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

6 1/2 years (78 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting; 6 months exp. in performing project management functions as defined in series purpose. 

-Or completion of undergraduate core coursework in computer science, or completion of undergraduate core coursework in any academic major which included at least one course in each of the following:advanced-level computer programming language (for example, COBOL, Delphi, Java, Powerbuilder, Visual Basic, Pl 1, SAS PCS, Pacbase, Full Visual Suite, Designer 2000, Developer 2000, C, C++, Visual C, ECL, or Visual Studio), logic-based mathematics, data base concepts (for example, Oracle, Microsoft Access, Paradox, Sybase, IMS DB, DB2, Cache, DMS, or RDMS), computer systems analysis & design, & basic data processing concepts; additional 4 1/2 years (54 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting.; 6 mos. exp. in performing project management functions as defined in series purpose. 

-Or equivalent of Minimum Class Qualifications For Employment noted above. 

Job Skills: Information Technology

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.