IT Statewide Director 3 (Field Ops)
Apply NowCompany: State of Louisiana
Location: Baton Rouge, LA 70816
Description:
Salary : $7,160.00 - $12,891.00 Monthly
Location : Baton Rouge, LA
Job Type: Classified
Job Number: OTS 040425B ERG
Department: Division of Administration-Office of Technology Services
Opening Date: 04/04/2025
Closing Date: 4/9/2025 11:59 PM Central
Supplemental Information
The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. This job title has an assigned pay grade of TS-320. Req. 207875
This vacancy will be filled by new hire or by promotion of a current permanent status classified employee
Louisiana is a "State as a Model Employer" for People with Disabilities.
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.
No Civil Service test score is required in order to be considered for this vacancy.
To apply for this vacancy, click on the "Apply" link above and complete an electronic application which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the information section of the Current Job Opportunities page.
Resumes WILL NOT be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete.
Applicants qualifying based on college training or receipt of a baccalaureate degree will be required to submit an official college transcript to verify credentials claimed prior to appointment. Please make every effort to attach a copy of your transcript to your application. The transcripts can be added as an attachment to your online application or faxed to (225) 219-1041. The selected candidate will be required to submit original documentation upon hire.
For further information about this posting, please contact: Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
email: Erica.Gay@la.gov
Minimum Qualifications
MINIMUM QUALIFICATIONS:
Eight years of experience in information technology or administrative services; OR
Six years of full-time work experience in any field plus six years of experience in information technology or administrative services; OR
An associate's degree in information technology plus six years of experience in information technology or administrative services; OR
A bachelor's degree plus six years of experience in information technology or administrative services; OR
A bachelor's degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus five years of experience in information technology or administrative services; OR
A master's degree plus five years of experience in information technology or administrative services.
EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.
NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.
Job Concepts
FUNCTION OF WORK:
To direct a section of the Office of Technology Services.
LEVEL OF WORK:
Administrator.
SUPERVISION RECEIVED:
Broad direction from an IT Statewide Administrator. Other reporting relationships may be approved by SCS.
SUPERVISION EXERCISED:
Direct over IT Statewide Managers. Other reporting relationships may be approved by SCS.
LOCATION OF WORK:
Division of Administration, Office of Technology Services
JOB DISTINCTIONS:
Differs from IT Statewide Director 2 by the presence of responsibility for directing a highly complex section of the Office of Technology Services.
Differs from IT Statewide Administrator 1 by the absence of responsibility for administering a division of the Office of Technology Services.
Examples of Work
The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the State's investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff.
Incumbent of this position serves as an assistant to the Statewide IT Administrator 1 in directing the End User Computing (EUC) management information systems and operations for all Executive branch OTS in-scope agencies statewide as well as some out of scope state agencies. EUC is the first point of contact for all statewide IT incidents, issues, and requests for more than 30,000 users and devices in 720+ locations. EUC services are provided through 5 core areas of concentration including Field Operations, Advanced Remote Support, End User Technology, Incident and Operations Management, and Communications and Network Services. Incumbent of this position is responsible for Statewide Field Operations and has expert experience in IT service delivery, project management, personnel management and financial management. Responsible for providing all onsite user support including user hardware, peripherals, networks, and software for all customer field offices statewide. Responsible for providing onsite support during and after disasters for state agency Emergency Support Functions.
40% Directs a highly complex section consisting of multiple large teams of geographically dispersed managers, supervisors, engineers and technicians who are responsible for providing basic, complex and highly complex support functions of end user computing on-site and remote technical support services statewide to all OTS in-scope agencies. Support functions cover a wide range or diverse technologies and physical environments. Oversees processes being followed by staff responding to end user calls, email and ticket requests or incidents with particular focus on operational excellence and service level assurance. Defines statewide regional technical teams, responsibilities and workload allocation. Oversees routing and escalation of incidents and requests between all support functions in the OTS customer field offices including secure facilities and prisons. Regularly evaluates and distributes performance reports to provide operational feedback to the Administrator. Develops, implements and monitors operational policies and procedures. Responsible for project planning and implementation of large scale statewide hardware deployments. Provides expert guidance based on ITIL industry standard best practices for service management and operations. Represents the division Administrator in meetings and may act as a backup to perform the Administrator duties when needed.
25% Establishes and executes the plans for standardization of all field office support operations including staff and devices statewide. Plans and projects equipment, space and staffing needs. Assists the division Administrator with establishing near- and long-term end user computing service strategies, performance monitoring plans, and improvement frameworks for end user computing. Conducts staff meetings with unit managers and subordinate staff to discuss unit operations, projects and priorities. Plans and coordinates staff orientation, training and education. Assists with line of service and rate development for EUC services.
15% Meets with division Administrator, OTS executive management, agency executive management, liaisons and vendors to discuss planning activities and resolve operational problems. Participates in emergency preparedness planning and response activities for all in-scope agencies statewide. Assists with coordinating the emergency delivery, setup, support and take-down of temporary networks, workstations and other devices in shelters and evacuation sites.
15% Assists division Administrator with providing financial and technical guidance for all end user computing hardware, software and services related to EUC Field Operations. Reviews and approves expenditures, monitors budget and makes recommendation for future budget requirements. Assists with performing technical assessments of new technologies and developing technology standards for hardware, software, and support operations. Assists with managing, testing and customization of end user equipment and software to meet in scope agency needs.
5% Performs all other tasks, special projects, analysis, studies, and plans as directed.
Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career.
As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program:
Insurance Coverage More information can be found at
Parental Leave - Up to six weeks paid parental leave
More information can be found at
Holidays and Leave - State employees receive the following paid holidays each year:
***** Additional holidays may be proclaimed by the Governor
State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.
Retirement- State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to):
01
Specialized coursework may reduce the number of years of experience required to meet the minimum qualifications.Have you successfully completed at least 24 semester hours an information technology, computer science, engineering, mathematics, or business analytics field?
02
If you answered yes to the previous question, you are required to list for EACH course:1) The course name2) The number of semester hours earned for each course3) The name of the university or school you earned the credit atFor example: Accounting 1001- Intro to accounting- 3 hours- LSUIMPORTANT: Any coursework not explicitly listed here will not be credited towards the minimum qualifications for this position. If you do not possess any semester hours in the fields listed above, simply type N/A.
03
Do you have any experience managing a geographically dispersed team of supervisory and technical support staff? If yes, please describe in detail. If no, simply type N/A.
04
Do you have any experience developing and managing processes related to incident response, request fulfillment, and emergency response operations. If yes, please describe in detail. If no, simply type N/A.
05
Do you have any experience in defining, measuring, and reporting on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Critical Success Factors? If yes, please describe in detail. If no, simply type N/A.
06
Please describe in detail your experience, training and/or certifications related to industry standard best practice frameworks for Service Delivery such as ITIL. If none, simply type N/A.
Required Question
Location : Baton Rouge, LA
Job Type: Classified
Job Number: OTS 040425B ERG
Department: Division of Administration-Office of Technology Services
Opening Date: 04/04/2025
Closing Date: 4/9/2025 11:59 PM Central
Supplemental Information
The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing Section. This job title has an assigned pay grade of TS-320. Req. 207875
This vacancy will be filled by new hire or by promotion of a current permanent status classified employee
Louisiana is a "State as a Model Employer" for People with Disabilities.
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.
No Civil Service test score is required in order to be considered for this vacancy.
To apply for this vacancy, click on the "Apply" link above and complete an electronic application which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the information section of the Current Job Opportunities page.
Resumes WILL NOT be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete.
Applicants qualifying based on college training or receipt of a baccalaureate degree will be required to submit an official college transcript to verify credentials claimed prior to appointment. Please make every effort to attach a copy of your transcript to your application. The transcripts can be added as an attachment to your online application or faxed to (225) 219-1041. The selected candidate will be required to submit original documentation upon hire.
For further information about this posting, please contact: Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
email: Erica.Gay@la.gov
Minimum Qualifications
MINIMUM QUALIFICATIONS:
Eight years of experience in information technology or administrative services; OR
Six years of full-time work experience in any field plus six years of experience in information technology or administrative services; OR
An associate's degree in information technology plus six years of experience in information technology or administrative services; OR
A bachelor's degree plus six years of experience in information technology or administrative services; OR
A bachelor's degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus five years of experience in information technology or administrative services; OR
A master's degree plus five years of experience in information technology or administrative services.
EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.
NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.
Job Concepts
FUNCTION OF WORK:
To direct a section of the Office of Technology Services.
LEVEL OF WORK:
Administrator.
SUPERVISION RECEIVED:
Broad direction from an IT Statewide Administrator. Other reporting relationships may be approved by SCS.
SUPERVISION EXERCISED:
Direct over IT Statewide Managers. Other reporting relationships may be approved by SCS.
LOCATION OF WORK:
Division of Administration, Office of Technology Services
JOB DISTINCTIONS:
Differs from IT Statewide Director 2 by the presence of responsibility for directing a highly complex section of the Office of Technology Services.
Differs from IT Statewide Administrator 1 by the absence of responsibility for administering a division of the Office of Technology Services.
Examples of Work
The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the State's investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff.
Incumbent of this position serves as an assistant to the Statewide IT Administrator 1 in directing the End User Computing (EUC) management information systems and operations for all Executive branch OTS in-scope agencies statewide as well as some out of scope state agencies. EUC is the first point of contact for all statewide IT incidents, issues, and requests for more than 30,000 users and devices in 720+ locations. EUC services are provided through 5 core areas of concentration including Field Operations, Advanced Remote Support, End User Technology, Incident and Operations Management, and Communications and Network Services. Incumbent of this position is responsible for Statewide Field Operations and has expert experience in IT service delivery, project management, personnel management and financial management. Responsible for providing all onsite user support including user hardware, peripherals, networks, and software for all customer field offices statewide. Responsible for providing onsite support during and after disasters for state agency Emergency Support Functions.
40% Directs a highly complex section consisting of multiple large teams of geographically dispersed managers, supervisors, engineers and technicians who are responsible for providing basic, complex and highly complex support functions of end user computing on-site and remote technical support services statewide to all OTS in-scope agencies. Support functions cover a wide range or diverse technologies and physical environments. Oversees processes being followed by staff responding to end user calls, email and ticket requests or incidents with particular focus on operational excellence and service level assurance. Defines statewide regional technical teams, responsibilities and workload allocation. Oversees routing and escalation of incidents and requests between all support functions in the OTS customer field offices including secure facilities and prisons. Regularly evaluates and distributes performance reports to provide operational feedback to the Administrator. Develops, implements and monitors operational policies and procedures. Responsible for project planning and implementation of large scale statewide hardware deployments. Provides expert guidance based on ITIL industry standard best practices for service management and operations. Represents the division Administrator in meetings and may act as a backup to perform the Administrator duties when needed.
25% Establishes and executes the plans for standardization of all field office support operations including staff and devices statewide. Plans and projects equipment, space and staffing needs. Assists the division Administrator with establishing near- and long-term end user computing service strategies, performance monitoring plans, and improvement frameworks for end user computing. Conducts staff meetings with unit managers and subordinate staff to discuss unit operations, projects and priorities. Plans and coordinates staff orientation, training and education. Assists with line of service and rate development for EUC services.
15% Meets with division Administrator, OTS executive management, agency executive management, liaisons and vendors to discuss planning activities and resolve operational problems. Participates in emergency preparedness planning and response activities for all in-scope agencies statewide. Assists with coordinating the emergency delivery, setup, support and take-down of temporary networks, workstations and other devices in shelters and evacuation sites.
15% Assists division Administrator with providing financial and technical guidance for all end user computing hardware, software and services related to EUC Field Operations. Reviews and approves expenditures, monitors budget and makes recommendation for future budget requirements. Assists with performing technical assessments of new technologies and developing technology standards for hardware, software, and support operations. Assists with managing, testing and customization of end user equipment and software to meet in scope agency needs.
5% Performs all other tasks, special projects, analysis, studies, and plans as directed.
Louisiana State Government represents a wide variety of career options and offers an outstanding opportunity to make a difference through public service. With an array of career opportunities in every major metropolitan center and in many rural areas, state employment provides an outstanding option to begin or continue your career.
As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program:
Insurance Coverage More information can be found at
Parental Leave - Up to six weeks paid parental leave
More information can be found at
Holidays and Leave - State employees receive the following paid holidays each year:
- New Year's Day
- Martin Luther King, Jr. Day,
- Mardi Gras,
- Good Friday,
- Memorial Day,
- Independence Day,
- Labor Day,
- Veteran's Day,
- Thanksgiving Day and Christmas Day.
***** Additional holidays may be proclaimed by the Governor
State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.
Retirement- State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to):
- Louisiana State Employees Retirement System (). LASERS has provided this video to give you more detailed information about their system
- Teacher's Retirement System of Louisiana (),
- Louisiana School Employees Retirement System (), among others
01
Specialized coursework may reduce the number of years of experience required to meet the minimum qualifications.Have you successfully completed at least 24 semester hours an information technology, computer science, engineering, mathematics, or business analytics field?
- Yes
- No
02
If you answered yes to the previous question, you are required to list for EACH course:1) The course name2) The number of semester hours earned for each course3) The name of the university or school you earned the credit atFor example: Accounting 1001- Intro to accounting- 3 hours- LSUIMPORTANT: Any coursework not explicitly listed here will not be credited towards the minimum qualifications for this position. If you do not possess any semester hours in the fields listed above, simply type N/A.
03
Do you have any experience managing a geographically dispersed team of supervisory and technical support staff? If yes, please describe in detail. If no, simply type N/A.
04
Do you have any experience developing and managing processes related to incident response, request fulfillment, and emergency response operations. If yes, please describe in detail. If no, simply type N/A.
05
Do you have any experience in defining, measuring, and reporting on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Critical Success Factors? If yes, please describe in detail. If no, simply type N/A.
06
Please describe in detail your experience, training and/or certifications related to industry standard best practice frameworks for Service Delivery such as ITIL. If none, simply type N/A.
Required Question