Review Vacancy

Date Posted: 04/08/22
Applications Due: 05/20/22
Vacancy ID: 102468

Position Information

AgencyLabor, Department of

TitleOperations Manager/Project Coordinator (Hourly) - Albany

Occupational CategoryOther Professional Careers

Salary GradeHourly

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $44.33 to $44.33 Hourly

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Non-competitive Class

Travel Percentage 0%


Workweek Mon-Fri

Hours Per Week 37.5


From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No


County Albany

Street Address State Office Campus, Building 12

City Albany


Zip Code12240

Job Specifics

Minimum Qualifications MINIMUM QUALIFICATIONS:

A Bachelor’s degree and four years of IT management experience, including experience managing support services in Service or Help Desk roles


• One year of experience in one or more of the following computer-related areas: Help Desk, business/systems analysis, program design or program testing.
• Possess analytical, management and problem-solving skills.
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
• Experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365 and/or SalesForce platforms
• Ability to plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities.
• Desire to work in a highly collaborative environment with a large team of like-minded staff
• Strong organizational skills with eye for detail
• Excellent written and verbal communication skills
• ITIL Foundations Course and/or Cert
• Solid technical background with an ability to give instructions to a non-technical audience

Duties Description STANDARD DUTIES: This position's primary objectives, under direction of NYS DOL Strategic Operations director, is to rapidly resolve service issues that are reported from NYS DOL internal and external customers. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for internal and external stakeholder. The Operations Manager is expected get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding performance expectations. Duties will include, but are not limited to:

• Manage all support operations
• Deliver frontline technical support for NYS DOL internal and external stakeholders
• Manage team of support resources to provide Level 1/Level 2 support for NYS DOL supported services
• Partner with external service providers for Level 3/Level 4 support of NYS DOL supported services as well as foster relationship between NYS ITS for direct IT end point and IT shared services that NYS DOL consumes
• Build positive end-user relationships and drive customer satisfaction
• Promote continuous improvement of Level 1/Level 2 support for agency supported services
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
• Establish and implement ITIL standards.
• Analyze the business requirements of all departments to determine their technology needs
• Escalation and resolution of software issues to the appropriate entities internal and external
• Escalation and resolution of third-party software/systems issues by the support Team
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance
• Define and implement processes and procedures for supporting all departments across the organization
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting
• Develop and maintain Technical Support/knowledge base
• Manages and works with cross-team project

Additional Comments Pending Funding Approval

Please note that this position is not overtime eligible.

IMPORTANT: All Department of Labor employees are required to be tested weekly for COVID-19 unless they are fully vaccinated. Employees who are vaccinated must provide proof of vaccine status through a secure online portal.

Some positions may require additional credentials or a background check to verify your identity.

Contact Information

Name Kristen Symonds

Telephone 518-457-1020


Email Address


Street NYS Department of Labor

State Office Campus, Building 12, Room 561

City Albany

State NY

Zip Code 12240


Notes on ApplyingCandidates from diverse backgrounds are encouraged to apply. Department of Labor is an Equal Opportunity/Affirmative Action Employer. Department of Labor is committed to ensuring equal opportunity for persons with disabilities and workplace diversity.

To be considered for this position, interested applicants should e-mail a cover letter and resume in Microsoft Word or PDF format to Please include the title, location and vacancy ID#102468 you are applying for in the subject line of your e-mail. Failure to do so may result in the delay of processing your application.