IT Statewide Manager 3 (Incident Support Manager)

IT Statewide Manager 3 (Incident Support Manager)

Salary

$5,845.00 - $10,521.00 Monthly

Location

Baton Rouge, LA

Job Type

Promotion

Job Number

OTS 102826B ERG

Department

Division of Administration-Office of Technology Services

Opening Date

10/28/2026

Closing Date

11/11/2026 11:59 PM Central

• Description
• Benefits
• Questions

About this Job

The Division of Administration/Office of Technology Services has a vacancy. This position is located in Network Communication Services Section. This job title has an assigned pay grade of TS-317. Req. 227788

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 States investment in technology by promoting smart decision-making, solving problems Intelligently, increasing the rate of project success, and fostering a skilled and professional staff.The

This Senior-Level Technical Manager position leads the Incident Support team, which is responsible for overseeing data and voice incident response across highly complex, multi-agency networks within the Office of Technology Services (OTS) - Network Communications Services (NCS). The primary focus of this position is to ensure the operational reliability and timely restoration of statewide communication services, including WAN, LAN, Wi-Fi, VoIP and legacy Voice systems. The incumbent is accountable for guiding the team that works closely with vendors, the Network Operations Center (NOC), and other units within OTS to identify, troubleshoot, resolve, or escalate network and voice-related incidents and highly complex service disruptions. This role is also responsible for ensuring incidents are addressed efficiently and accurately and that all changes made during troubleshooting are properly documented to maintain up-to-date billing and inventory records. This position is expected to participate in statewide emergency response operations and may serve as a technical authority on network performance, fault management, and service restoration efforts.

The Division of Administration is the state government's management arm and the hub of its financial operations. Division offices perform a wide variety of activities including the following:

• Overseeing the state's capital construction program
• Working to provide state and federal grants for community development
• Development of the state budget
• Providing technology services
• Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
• Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes

Minimum Qualifications

Seven years of experience in information technology or administrative services; OR

Six years of full-time work experience in any field plus five years of experience in information technology or administrative services; OR

An associate's degree in information technology plus five years of experience in information technology or administrative services; OR

A bachelor's degree plus five 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 four years of experience in information technology or administrative services; OR

A master's degree plus four 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 Specification

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties and Other Information

Job Duties:

• Manages technical personnel responsible for front-line network and voice service trouble resolution. Assigns priorities and responsibilities of network and voice incident support staff.
• Coordinates staff training and ensures access to required tools and technical resources.
• Leads regular staff meetings to ensure consistent communication of priorities, procedures, and strategic goals.
• Leads troubleshooting and resolution of multifaceted or critical WAN, LAN, Wi-Fi, legacy voice, and VoIP incidents. Coordinates incident response with internal teams, vendors, and the Network Operations Center (NOC).
• Escalates highly complex service impacting incidents to appropriate teams and monitors progress. Ensuring that staff maintain detailed incident documentation and communicate updates to customers timely.
• Performs trend and root cause analyses to identify, explain, and predict complex service interruptions.
• Makes recommendations for process improvements based on incident data. Oversees and evaluates the use of software tools for diagnostics and incident tracking.
• Identifies network anomalies and collaborates with Edge, Core, NOC and vendors to proactively prevent service issues.
• Prepares operational reports for leadership with findings and recommendations for improvement of incident responsiveness, resolution and productivity.
• Contributes to the development and testing of disaster recovery plans and procedures for core and data center infrastructure. Provides operational support for agency Emergency Support Functions (ESFs) to ensure continuity. Coordinates disaster recovery activities with other teams and stakeholders.
• Contributes to the ongoing refinement of internal operational policies such as maintenance standards, change control, deployment practices, documentation workflows, and service quality protocols.
• Leads or participates in the selection of network and voice hardware, software, and services.
• Assists in the development of Invitations to Bid (ITBs) and Requests for Proposals (RFPs) and makes recommendations for purchases based on technical suitability and operational needs. Serves as a LaCarte purchasing card (P-card) holder or approver, with full responsibility for adhering to all relevant procurement policies and procedures.
• Supports line of service rate development and prepares annual budget estimates for equipment, software, and services required to maintain effective operations.
• Conducts independent research on emerging telecommunications and network technologies. Participating in vendor briefings, trainings, and workshops to maintain up-to-date expertise.
• Performs special projects, reporting, studies, and other responsibilities as directed by leadership.

Position-Specific Details:

Appointment Type: This vacancy will be filled by promotion of a current permanent status Office of Technology Services employee. A permanent status employee may be required to serve a new probationary period in lieu of promotion.

Louisiana is a "State as a Model Employer" for People with Disabilities.

How To Apply:

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.

• Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.

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 governments E-Verify system.

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

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 https://info.groupbenefits.org/

Parental Leave - Up to six weeks paid parental leave

More information can be found at https://www.civilservice.louisiana.gov/Parental-Leave/Default.aspx

Holidays and Leave - State employees receive the following paid holidays each year:

• New Years Day
• Martin Luther King, Jr. Day,
• Mardi Gras,
• Good Friday,
• Memorial Day,
• Independence Day,
• Labor Day,
• Veterans 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 (www.lasersonline.org). LASERS has provided this video to give you more detailed information about their system
• Teachers Retirement System of Louisiana (www.trsl.org),
• Louisiana School Employees Retirement System (www.lsers.net), among others

01

Are you a current permanent Office of Technology Services employee?

• Yes
• No

02

If you have completed twenty-four semester hours in information technology, computer science, engineering, mathematics, or business analytics provide the qualifying courses include the course number, course title, credit hours, and college/university. Example: (BIOL 1001 - General Biology - 3 hrs - LSU) If you have not you can enter N/A.

03

Describe your experience supporting or managing network and voice incident response in an enterprise or government environment. Include the technologies, scale of the environment, types of incidents handled, and your level of responsibility for troubleshooting, escalation, and service restoration.

04

Describe a process, procedure, or operational workflow you developed or significantly improved. Explain the problem you were addressing, how you documented and implemented the change, how you gained staff adoption, and what improvements resulted.

05

Describe how you have used incident records, monitoring data, performance metrics, or trend analysis to identify recurring problems or improve incident response. Include the actions taken and the results achieved.

06

Describe a significant service disruption that required coordination among multiple technical teams, agencies, or vendors. Explain how you established ownership, managed escalations, communicated status, and drove the issue toward resolution.

07

This position may require participation in statewide emergency response operations and coordination of critical incidents outside normal business hours. Describe your experience supporting emergency operations, after-hours incident response, on-call coverage, or disaster recovery activities.

Required Question

Employer State of Louisiana

Address 1201 N 3rd St

Baton Rouge, Louisiana, 70802

Phone (866) 783-5462

Website http://agency.governmentjobs.com/louisiana/default.cfm