Review Vacancy
AgencyInformation Technology Services, Office of
TitleManager Information Technology Services 2 - 9958
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $118425 to $145039 Annually
Duties Description ITS provides operational support to state agencies on a 24x7x365 basis; some positions may be required to provide this critical service at any time.
Under the direction of the Assistant Director Information Technology Services 2 for the Digital Transformation Office, Digital Experience Bureau, Communication Experience (ComX) Section , the Manager Information Technology Services 2 (29) will provide essential oversight and managerial support for the Communication Experience (ComX) Team within the Office of Digital Transformation in both Albany and NYC offices.
The MITS2 will oversee operations and provide managerial oversight coordinating collaboration among the ComX team, agency clients, and partners. This role is responsible for the technical development and daily operations of configurable service tools that guide users to the right information, support channel, or human assistance. The position also supports broader efforts around constituent engagement, self-service enablement, and integration with live assistance platforms. The MITS2 will serve as the technical lead for the design, implementation, and ongoing optimization of digital contact center services across high-priority public-facing programs. This position supports the Digital Experience Bureau’s efforts to modernize and streamline how New Yorkers connect with state agencies via structured screeners, service triage tools, escalation pathways, interactive service delivery workflows, etc. The incumbent will ensure projects are properly tracked, procedures are documented, incidents and client requests are responded to, and will oversee consultations on prospective new work and incoming client requests.
We are looking for a highly organized and detail-oriented Manager Information Technology Services 2 to join our team. This MITS2 will manage day-to-day oversight, provide necessary leadership to ComX teams, as well as ensure efficient operation and adherence to agency policy and procedure. The ideal candidate will be a self-starter who is comfortable working independently and is able to handle multiple tasks and assignments simultaneously. This position will primarily be in-person at least 50% of the time, visit team locations, and be able to serve remotely as duties permit.
?Specific duties include, but are not limited to, the following:??
• Serve as the primary technical contact for communication platforms, including contact centers, internal ITS hosting teams, and agency business owners;
• Lead technical configuration and delivery of digital service flows that guide users through structured decision paths, triage questions, or interactive screeners;
• Translate stakeholder requirements into modular workflows and logic-based user experiences using configurable platform tools and structured data;
• Build and maintain operational infrastructure for contact center services including digital intake, routing rules, escalation logic, and integration with live support teams or help desks;
• Coordinate and implement service delivery enhancements based on user behavior, platform analytics, and agency performance feedback;
• Monitor uptime, service quality, and operational health of digital contact center tools, with responsibility for troubleshooting and issue resolution;
• Ensure tools and workflows adhere to accessibility, security, and data integrity standards required for public-facing digital services;
• Collaborate with design, content, and communications teams to ensure alignment between front-end user experience and backend functionality;
• Maintain documentation of digital service logic, workflow diagrams, platform configuration, and release/version history;
• Support the expansion of constituent-facing tools that provide guided assistance, tailored service recommendations, or structured handoffs to agency staff;
• Work with a cross-matrix team on daily projects and initiatives;
• Provide leadership, including scheduling meetings, organizing site visits, and handling priorities;
• Guide direct reports and teams in reviewing and documenting requests from customers;
• Oversee and coordinate internal productivity systems and documentation;
• Review day-to-day business operations, ensuring staffing meets the growing needs of the team; and
• Ensure vendor/partner relationships and customer service inquiries are managed properly and with excellence.
Minimum Qualifications Open to NYS employees with one year of permanent competitive service as a Manager Information Technology Services 2, SG29/M3, OR in a position at the SG27/M2 level or higher deemed administrative under Section 52.6 of Civil Service Law. The transfer cannot be a second consecutive transfer resulting in advancement of more than two salary grades or one M-grade. Note: If you are on the examination eligible list for the position title in this location, you do not need to respond to this posting unless you are also eligible for appointment by one of the qualifications listed above. Candidates must be reachable on the current eligible list for this title in order to be list appointed.
Additional Comments ITS will not offer permanent employment to any candidate unless the candidate provides documentation that they are authorized to accept work in the United States on a permanent basis. It is the policy of ITS not to hire F1 or H1 visa holders for permanent employment or to sponsor non-immigrant aliens for temporary work authorization visas or for permanent residence.
Some positions may require fingerprinting.
Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.
If eligible, positions located in New York City will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.
to permanent non-competitive and the official probationary period will begin.
Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development
Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost
Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.
The Office of Information Technology Services is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage all individuals with disabilities to apply.
Some positions may require additional credentials or a background check to verify your identity.
Email Address PostingResponses@its.ny.gov
Address
Swan Street Building, Core 4, Floor 1
Notes on ApplyingTo apply for this position, please submit a cover letter and resume clearly indicating how you qualify. Ensure that you include the vacancy ID in the subject of your email for prompt routing. Your Social Security number may be required to confirm eligibility.