• Determine priorities and develop long and short-range plans and goals for OIS customer service and support functions including desktop support, infrastructure, service desk, change management, asset support, and coordination with the state data center under the company's mission and objectives and in alignment with the mission and goals.
• Establish and implement organizational and operational plans for continuously improving the efficiency and effectiveness of the work of the section.
• Set performance goals and objectives for the section and implement measurements to report on progress and quality of service. Develop, implement, and evaluate policies, processes, and procedures for the operations of the section
• Advise the CTO, CIO, and other OIS managers about the service desk, field services, communications, and technology infrastructure. Recommend resource levels as necessary to carry out program goals and service delivery.
• Recruit, hire, and train section staff while setting clear performance expectations. Mentor, coach, and supervise team members, providing feedback on individual and group performance. Identify training needs, develop plans, and conduct performance evaluations. Manage disciplinary actions, terminations, and grievances as needed.
• Develop enterprise program and service goals, and objectives and develop performance measures. Develop and implement IT policies and processes.
• Assist the CTO and CIO in developing and implementing the OIS mission, goals, operational policies and process, and strategic planning.
• Serve as a key advisor to the CTO and CIO.

• The role requires strong customer service, responsiveness, adaptability to changing technologies, and effective management of change and resources.
• This position requires management experience, current technical expertise, and the ability to convey technical concepts in clear, non-technical language for diverse audiences.
• A Bachelor's degree or higher in computer science, public administration, business management, or a related field is preferred. Knowledge of information technology services and project management methodologies is required.
• 8-12 years of management experience in an IT Organization
• 4-6 years of experience leading teams of 40 or greater
• 4-6 years of technical experience in desktop; infrastructure, systems, networking, overseeing a technology Help/Service Desk.
• Experience in overseeing a budget of $10 Million or greater.
• This role requires strong facilitation skills to collaborate with both technical and non-technical groups. Proficiency in verbal and written communication is essential.
• The person in this role must consistently treat customers, stakeholders, partners, vendors, and co-workers with respect and dignity, fostering a work environment that values diversity and inclusion.
• You will establish clear guidelines, model professional office behavior, and create effective channels for reporting inappropriate actions.

Equal Employment Opportunity Policy

Talent Advisory Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.