Job Title

The California State Lottery is looking to fill the exciting role of a Operations Support Manager! Job Description and Duties Under the general direction of the Assistant Deputy Director and Chief Technology Officer (CTO) of the Information Technology Services Division (ITSD), the Information Technology (IT) Manager I will serve as the Operations Support Manager responsible for planning, organizing and directing staff activities of the Service Desk & Field Support, Telecom, and Client Technology Services sections in support of business needs and requirements for all Lottery staff and to ensure end users are receiving the highest level of customer service possible for all times. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user incidents and requests, including but not limited to, the troubleshooting and resolution of reported issues, the coordination of service desk and telecom functions, software and hardware troubleshooting, and low-to-mid level Infrastructure problems. The Operations Support Manager builds and maintains a trusted relationship with all Lottery Divisions, overseeing and acting as an escalation point for service requests, incidents, and issues submitted by the enterprise to ensure that Operations Support staff are addressing the enterprise needs in a timely manner. The duties for this position are focused in all six domains: Business Technology Management, Information Security Engineering, Client Services, IT Project Management, Software Engineering, and System Engineering. This position requires a current Information Technology Manager I exam. If you need to take the exam or if your score has expired, click here to gain list eligibility. This position is headquartered in Sacramento and is eligible for a hybrid telework schedule. Employees must be able to report to their assigned headquarters office as assigned. Travel expense to and from the assigned headquarters are the responsibility of the employee. Eligibility for telework requires the employee to reside in California per California Government Code Section 14200 which states: "telecommuting means the partial or total substitution of computers or telecommunication technologies, or both, for the commute to work by employees residing in California. Working Conditions The incumbent will work in a fast-paced environment, with competing priorities, and critical deliverables. Schedule: This position has work hours from 8:00 a.m. to 5:00 p.m. unless otherwise approved by the unit manager. Weekends, long and/or irregular hours, after-hours work, and holiday work may be required. Travel: Statewide overnight travel may be required. Other: This position is required to carry a Lottery issued cell phone. This position is required to be reachable outside of normal business hours. Desirable Qualifications Strong leadership skills including the ability to engage, inspire, empower, develop and mentor staff. Expert knowledge of time management techniques to provide for efficient prioritization and completion of competing work assignments for self and subordinate staff. Expert knowledge of supervisory and management principles, practices, and techniques to oversee the work activities of subordinate staff to ensure operations function effectively. Excellent written and verbal communication skills and conducting presentations before audiences of all levels and size, including strong interpersonal and customer service skills with the ability to adjust to changing priorities and quickly respond to urgent matters. Experience in the development and implementation of policies, procedures, standards and processes. Experience in IT service management, project management, and IT Infrastructure Library (ITIL) industry standards and best practices. Expert knowledge and experience in contract and vendor management including the oversight of complex contract and vendor management functions. Experience managing staff and activities necessary to effectively coordinate the service request fulfillment life-cycle based on ITSM best practices. Experience maintaining effectiveness in varying roles of responsibility and with changing priorities in a fast-paced environment. Experience handling sensitive or confidential information. #J-18808-Ljbffr