Identity and Productivity Services Manager (Senior Public Service Administrator, Option 3)

About the role

The Identity and Productivity Services Manager (Senior Public Service Administrator, Option 3) serves as the Personal Information Management (PIM) Services Manager for the Department of Innovation & Technology (DoIT). This role provides statewide strategic support and implementation of cutting-edge cloud-based technologies related to email and client administrative services.

Responsibilities

• Serves as the Identity and Productivity Services Manager for the Department of Innovation & Technology (DoIT), planning, developing, organizing, controlling, and managing the operations and delivery of enterprise email, Active Directory (AD), print management solutions, and Mobile Device Management (MDM).
• Develops, implements, and manages policies, procedures, and operational practices to verify and maintain the delivery of high-quality, reliable, robust, and secure operations and services while adhering to DoIT and industry best practices.
• Serves as a full-line supervisor, developing and managing the Personal Information Management Services operational budget and procurements.
• Keeps abreast of new developments in Information Technology in areas of responsibility by continuing education through online training platforms, meetings, training sessions, seminars and conferences.
• Performs other duties as assigned or required which are reasonably within the scope of the duties enumerated above.

Requirements

• Requires knowledge, skill and mental development equivalent to completion of four (4) years of college with coursework in management information systems, data processing, telecommunications or directly related fields.
• Requires four (4) years of progressively responsible administrative experience in Information Technology or directly related fields.
• Requires four (4) years of professional experience supervising and directing a team of IT professionals.

Preferred Qualifications

• Four (4) years of professional experience managing IT operations, services, or programs in a large complex public or business organization, including oversight of enterprise email, Active Directory (AD), Mobile Device Management (MDM), or print management solutions.
• Four (4) years of professional experience providing customer support for ongoing IT operations, including administering and monitoring Service Level Agreements (SLAs), developing and reporting on Key Performance Indicators (KPIs), and maintaining service quality through IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) best practices.
• Four (4) years of professional experience with product life cycle management to include budgeting, forecasting, planning, and providing strategic oversight for enterprise IT services such as email, directory services, mobile device management, print services, or similar services.
• Four (4) years of professional experience overseeing IT projects, including planning, designing, implementing, and monitoring projects using established project management frameworks and tools (e.g., ITSM, ITIL, Excel, and Microsoft Project).
• Four (4) years of professional experience developing procurement specifications related to IT hardware, software, or services, including drafting and reviewing technical content for Requests for Information (RFI), Request for Proposal (RFP), Invitations for Bid (IFB) or similar.
• Four (4) years of professional experience participating in and responding to internal or external audits, including performing audits, maintaining required audit documentation, and verifying and maintaining compliance with applications and processes under operational control.
• Four (4) years of professional experience developing and implementing technical standards, procedures, and best practices, including alignment with security or compliance frameworks, such as National Institute of Standards and Technology (NIST).
• Ability to analyze complex technical and administrative challenges, identify root causes, and implement strategic result-driven solutions that enhance operational efficiency and organizational effectiveness.
• Demonstrated verbal and written communication skills to present technical and administrative information clearly and precisely to diverse stakeholders including executives, managers, staff, subordinate staff, and external or internal auditors.
• Ability to develop and maintain cooperative working relationships with staff, managers, executives, and external or internal stakeholders, fostering collaboration in resolving sensitive administrative or technical issues and supporting subordinate team members or project staff.

Benefits

• Competitive Group Insurance benefits including health, life, dental and vision plans.
• Flexible work schedules (when available and dependent upon position).
• 10 -25 days of paid vacation time annually (10 days for first year of state employment).
• 12 days of paid sick time annually which carry over year to year.
• 3 paid personal business days per year.
• 13-14 paid holidays per year dependent on election years.
• 12 weeks of paid parental leave.
• Pension plan through the State Employees Retirement System.
• Deferred Compensation Program – voluntary supplemental retirement plan.
• Optional pre-tax programs - Medical Care Assistance Plan (MCAP) & Dependent Care Assistance Plan (DCAP).
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility.