Client Technology Services Supervisor

The California State Lottery is looking to fill the exciting role of a
Client Technology Services Supervisor

If this opportunity would be a good fit for you, we encourage you to apply today and join our winning team

People are drawn to the California State Lottery because we:

• We have a worthy mission that we're sure you'll take pride in too.
• Are an energetic, creative, and talented team
• Value diversity and inclusion in the workplace
• Empower team members to bring their knowledge, expertise, and innovation
• Recognize individual and team contributions
• Support the importance of work-life balance
• Invest in the professional development of our team members
• Are dedicated to preserving our environment by lowering our carbon footprint

The California Lottery is a multi-billion-dollar enterprise headquartered in Sacramento. It is one of the few state agencies that is a revenue generator, not accepting taxpayer dollars from the state's general fund. Our mission is to provide supplemental funding to California schools while simultaneously supporting local communities. Ninety-five cents of every dollar spent by players goes back to local communities in the form of contributions to public schools and colleges, prizes and retailer compensation.

In fiscal year , the California Lottery provided over $2 billion in supplemental funding for California public schools, bringing the total contributions to more than $46 billion since we began in 1985. Lottery products are sold at more than 23,000 retail locations throughout the state. Product offerings include an average of 52 fun and entertaining Scratchers games and several draw games such as Powerball, Mega Millions, and SuperLotto Plus and daily games such as Fantasy 5 and Hot Spot.

Job Description and Duties:

Under the general direction of the Information Technology Services Division (ITSD) Operations Support Manager (IT Manager I), the IT Supervisor II serves as the Client Technology Services (CTS) Supervisor for planning, supporting, and organizing unit activities in support of business needs and requirements for all California State Lottery (Lottery) staff to ensure end users are always receiving the highest level of customer service. This includes the responsibility of managing all processes and procedures related to the identification, prioritization, and resolution of end-user problem tickets and requests, including but not limited to, the troubleshooting and resolution of issues, the coordination of CTS functions, software and hardware troubleshooting, audial visual (AV) equipment and telecommunications oversight, client technology platform administration and mid-level infrastructure problems. The duties for this position are focused in Business Technology Management, Information Security Engineering, Client Services, and System Engineering domains; however, work may be assigned in other domains as needed. Incumbent will be required to work from Lottery Headquarters 3 days a week.

This position requires a current Information Technology Supervisor II exam. If you need to take the exam or if your score has expired, click here
to gain list eligibility.

You will find additional information about the job in the
Duty Statement
.

Working Conditions

The incumbent will work in a fast-paced environment with competing priorities and critical deliverables.

1. 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.
2. Travel: Statewide overnight travel may be required.
3. Other: This position is also required to carry a Lottery-issued cell phone. This position is required to be reachable outside of normal business hours.

Desirable Qualifications

• Strong experience with Information Technology Service Management (ITSM) tools/platforms (BMC Remedy, Ivanti, ServiceNow) to manage incident, problem, change, and service request processes, including developing reports and dashboards to monitor service performance and support continual service improvement.
• Strong knowledge of supervisory and management principles, practices, and techniques to oversee the work activities of subordinate staff to ensure CTS functions effectively.
• Ability to develop quality documentation that clearly articulates solutions.
• Knowledge of ITIL (Information Technology Infrastructure Library) principles and best practices for managing and delivering IT Services.
• Experience providing IT Service desk support and delivering excellent customer service in a technician environment, often supporting non-technical customers.
• Strong leadership skills, including the ability to engage, inspire, empower, develop, and mentor staff. Ability to train staff on various information technology systems, projects, hardware and software.
• Experience using Unified Endpoint Management Services (UEM) tools to deploy, secure, and manage devices across an organization.
• Ability to research and resolve complex technical issues through effective problem-solving, research, and analysis.
• Expert knowledge of time management techniques to provide for efficient prioritization and completion of competing work assignments for self and subordinate staff often under high-pressure situations.
• Familiarity or experience in project management concepts and frameworks paired with experience leading IT projects or technology refresh initiatives.

*Important Note:
A Statement of Qualifications is required to submit with your application package in order to be considered.

For more information about this opportunity, benefits, and instructions on how to apply -- click the
Apply
button.