Review Vacancy
AgencyAttorney General, Office of the
TitleManager Information Technology Services 2
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $108376 to $132732 Annually
Minimum Qualifications Reachable score on the Civil Service list for this title, or eligible for transfer via Section 52.6 or 70.1 of the Civil Service Law by having one year of permanent competitive service in an appropriate title.
Candidates appearing on an eligible list for this title will be canvassed and do not need to apply to this posting.
Duties Description The Office of the Attorney General (OAG) is seeking a Manager Information Technology Services 2 (MIS 2), responsible for managing Upstate and NYC services, including but not limited to Administration Services, Help Desk Support, Desktop Support, Asset Management, Service Now Management, and Access Control. This position oversees a team of 27 people spread throughout the state. The MIS 2 serves an essential role for our business partners, leading the staff as the first point of contact for all IT-related issues. In this critical role, the MIS 2 is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, and serving as a communication channel between customers and the IT organization. Additionally, the MIS 2 is responsible for leveraging performance data for strategic planning, identifying, and pursuing service improvement initiatives, managing complaints, and suggestions, and, perhaps most importantly, serving as the organization's face, or voice, to customers.
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JOB DUTIES:
• Oversee a team of 27 + client service staff, stationed throughout the State, including NYC.
• Oversees day-to-day operations to improve the quality of client services offered to OAG’s attorneys, investigators, and other staff.
• Identify opportunities for partnership, share best practices, and leverage resources within the IT Bureau of the NYS OAG.
• Quantitatively and qualitatively assess issues and devise potential initiatives, including an evaluation of best practices relative to the services provided under Client Services, including Help Desk, efficient use of Service Now, Desktop support, mobile device management, asset management, and access management.
• Improve resource management for better employee training and retention.
• Ability to oversee and improve the operational efficiency of a complicated business unit with high visibility demands.
• Ability to think creatively, embrace new approaches, and pioneer innovative solutions to intricate problems.
• Perform functional analysis of data and the unit’s current state with the goal of identifying, facilitating, and reengineering business processes.
• Possess a working knowledge of Service Now, and expertise to improve or enhance the agency’s efficiency in the use of the software.
• Monitor and measure client satisfaction.
• Liaise with different departments about customer needs.
• Mastermind creative ways to deliver an exceptional client experience.
• Develop and oversee the implementation of client service protocols.
• Resolve complex client problems or disputes in a professional manner.
• Coach and support team members to help them meet departmental goals.
• Bachelor’s Degree in a Technology field.
PREFERRED QUALIFICATIONS:
• Proven experience in a leadership role.
• Excellent communication skills and the ability to anticipate the needs of customers.
• Must demonstrate strong analytical thinking skills.
• Should possess strong problem-solving skills and the ability to make sound judgment calls.
• Superior organizational and time management skills.
• Knowledge of customer service programs and databases, or the ability to learn new software quickly.
• Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience.
Additional Comments Candidates from diverse backgrounds are encouraged to apply.
The OAG is an equal opportunity employer and is committed to workplace diversity.
Some positions may require additional credentials or a background check to verify your identity.