Job Description

Job Description and Duties

Under the administrative direction of the Deputy Director (CEA) of the Infrastructure Services Division (ISD), the Information Technology Manager II (ITM II) of the Customer Support Services (CSS) section works at a mastery level with depth and breadth of legislative business knowledge and expertise, provides leadership in policy management, maintains excellence in customer relationship, product and service management in support of computer systems and services that are critical to the business functions of the California State Legislature and member offices. The CSS section operates the service desk, customer service installation, configuration, dispatching and management of desktop computers, printers, personal computer accessories and mobile devices, computer account administration, system availability coordination, multi-level technical support, and vendor, incident and project support. The ITM II will be responsible for directing and overseeing all activities associated with the day-to-day Informational Technology (IT) operational services for the Legislature and supporting offices. The ITM II will provide leadership, direction, oversight, management, mentoring and support to a multidisciplinary team of IT managers and specialists across multiple units at the IT Manager I, IT Supervisor II, IT Associate, IT Specialist I, IT Specialist II, and IT Specialist III classifications in the successful delivery of critical IT operations and services. The ITM II will meet with executive level stakeholders to understand business constraints and will provide leadership and strategic direction to project teams, vendors, and consultant staff to ensure project and organizational objectives are accomplished through effective project and vendor management. The ITM II will ensure policies and procedures are enforced and business objectives are achieved. The area of responsibility supervised by the ITM II is critical to the business success of the Legislative Data Center (LDC) and the consequence of error is high. This position will require working late nights, weekends and on-call hours as necessary to resolve problems, provide extended customer support coverage or perform implementation of information technology products and services as required by the Legislative customers and business.

You will find additional information about the job in the .

Special Requirements

Do not include any confidential information on any documents you submit for a job vacancy, such as your STD. 678, resume, or school transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your social security number, birthdate, student identification number, driver license number (unless required), examination results, LEAP status, marital status, and age. (Note confidential information on the first page of the application submitted online through your CalCareers account will be redacted automatically upon submission.)

Employment Application (STD. 678):

Applications must be complete and include dates and hours worked; contact names and phone numbers of supervisors; and a description of the duties performed for each position held; reference to a resume (i.e., “See Resume”) in place of a description of the duties performed will not be accepted.

School Transcripts:

When using education to qualify, unofficial transcripts must be submitted. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. If selected for appointment, official transcripts will be required.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• 10+ years of experience in a management/supervisor role planning, directing, managing, leading, overseeing and controlling the activities of multi-disciplinary project teams and vendors in the successful implementation/delivery of highly complex critical IT operations, services and support.

• 10+ years of experience in customer relationship management, building strong relationships with customers and providing the highest level of customer service, communicating effectively and professionally with customers, executive leadership and internal teams.

• Strong organizational, time management, and interpersonal skills, with the capacity to handle sensitive and confidential matters effectively

• Experience working with both technical and non-technical individuals both in gathering information and in communicating direction and status.

• Experience managing multi-vendor environments, coordinating, and aligning across multiple contractors or service providers to ensure delivery of IT good and services as established by contract terms and conditions.

• Ability to provide metrics on incident and service requests to support service level agreements.

• Ability to establish and maintain good working relationships with peers, managers, customers, and vendors that culminate in successfully meeting customers’ expectations for products and services.

• Ability to think tactically and strategically to provide information technology solutions and services that meet the customers’ needs while aligning with the IT architecture of the LDC.

• Ability to create cross-training opportunities and provide motivational techniques to improve skills, create high performance service culture for staff development and retention.

• Ability to listen, learn, understand, and apply new technologies to IT problems. Must be able to work extended hours during critical customer business cycles, major problem incidents, and projects. Must work well under pressure while meeting deadlines.

• Excellent oral and written communication skills, including ability to develop process documentation, prepare customer notifications, and create and deliver effective presentations.

• Demonstrated experience in team leadership to contribute to the success of high-performing teams while creating a service culture among staff to service both internal and external customers.

• Demonstrated ability to adapt to changing priorities and unexpected challenges while managing critical deadlines and resource allocation ensuring accurate and timely completion of requests.

• Demonstrated experience in developing project plans, managing teams and tasks reviewing quality of products and services, and resolving issues to ensure that service level objectives are met.

• Knowledge of the legislative business cycle and legislative calendar in order to avoid service interruptions impacting customers.

Benefits

All OLC employees are excluded from collective bargaining, and therefore, receive enhanced benefits, such as CoBen benefit allowance, employer paid life insurance, additional vacation/annual leave, and are not subject to State Disability Insurance payroll withholding. Additional information can be found on CalHR’s website under  .

Your Expertise

• In-depth knowledge of the Legislature’s business processes to develop and support IT solutions that meet their business needs.
• Customer service oriented/focused with a passion for excellent and responsive customer support in problem solving, project management and knowledge of the IT architecture for solutions based on customer requirements and business needs.
• Professional and personable demeanor with excellent organizational, analytical, and communication skills.
• Knowledge of personnel practices to effectively perform personnel administration of staff resources.
• Demonstrate sound judgement under challenging situations.
• Ability to develop and maintain cooperative relationships with internal and externals teams, customers, and stakeholders.
• Demonstrated performance in mentoring, motivating and encouraging positive working relationships, creating high job satisfaction and encouraging success for all operational and project efforts at all levels of the organization.
• Professional and personable demeanor, with excellent communication skills.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.

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