Output Services Support Supervisor (Public Service Administrator Option 3)

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as the Output Services Support Supervisor planning, assigning and directing the investigation of and resolution of errors and discrepancies encountered utilizing available methods such as mainframe-based software, COBOL, and utility statements and parameters. In this role you will oversee and participate in coordinating tickets and responses utilizing Helpdesk tools such as Service Now. In addition, you will serve as a supervisor managing and directing technical staff. This position also provides professional information, training, and problem-solving assistance to users state-wide through phone support. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!   

As a State of Illinois employee, you receive a comprehensive benefits package including: 

• Competitive Group Insurance benefits including health, life, dental and vision plans.
• Flexible work schedules (when available and dependent upon position).
• 10 -25 days of paid vacation time annually (10 days for first year of state employment). 
• 12 days of paid sick time annually which carry over year to year. 
• 3 paid personal business days per year. 
• 13-14 paid holidays per year dependent on election years. 
• 12 weeks of paid parental leave. 
• Pension plan through the State Employees Retirement System. 
• Deferred Compensation Program – voluntary supplemental retirement plan.
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP). 
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility.

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

• Under administrative direction, serves as the Output Services Support Supervisor for the Department of Innovation & Technology (DoIT) managing, directing, organizing, and evaluating the operations of Output Services, including developing internal controls, procedures, and standards for evaluating production standards.
• Evaluates and implements policies, practices, and procedures for the total management process of Output Services programs in compliance with state/federal standards, regulations, and laws, including providing professional information, training, and problem-solving assistance to users state-wide utilizing phone support. 
• Serves as working supervisor.
• Develops and implements projects to enhance unit service capabilities using documentation, spreadsheets, and other tools such as Portal, Teams, and SharePoint, in conjunction with the Enterprise Production Services (EPOS) Input/Output/Production Control Manager. 
• Monitors section activities to ensure Department work rules, procedures and security measures are followed at all times, including conducting reviews to ensure all hardware and software access connections for the shift are met.
• Keeps abreast of new developments in the Data Processing/Information Technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to the completion of four (4) years of college with coursework in management information systems, data processing, telecommunications, or a direct Information Technology related field.  
• Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in management information systems, data processing, or telecommunications in a public or business organization

Specialized Skills

• Requires three (3) years of professional experience managing, directing, organizing, and evaluating the operations of an output service or data processing unit within a large, multi-platform production environment, including establishing daily work priorities, planning and reevaluating work schedules, and setting deadlines while monitoring production and staff work quality.
• Requires three (3) years of professional experience developing internal controls, procedures, and standards for evaluating production standards, including implementing policies, practices, and quality-control processes to ensure compliance with state or federal regulations while maintaining secure production and access control measures.
• Requires three (3) years of professional experience overseeing or working with an IT related, multi-platform print environment for multi-client agencies, including providing professional information, training, and problem-solving assistance to users state-wide and ensuring timely resolution of incidents.
• Requires three (3) years of professional experience with Mainframe environments utilizing Job Control Language (JCL), in support of batch processing and print/output operations.

Preferred Qualifications

• Three (3) years of professional experience managing, directing, organizing, and evaluating the operations of an output service or data processing unit within a large, multi-platform production environment, including establishing daily work priorities, planning and reevaluating work schedules, and setting deadlines while monitoring production and staff work quality. 
• Three (3) years of professional experience developing internal controls, procedures, and standards for evaluating production standards, including implementing policies, practices, and quality-control processes to ensure compliance with state or federal regulations while maintaining secure production and access control measures.
• Three (3) years of professional experience overseeing or working with an IT-related, multi-platform print environment for multi-client agencies, including providing professional information, training, and problem-solving assistance to users state-wide and ensuring timely resolution of incidents.
• Three (3) years of professional experience with Mainframe environments utilizing Job Control Language (JCL), in support of batch processing and print/output operations. 
• Three (3) years of professional experience supervising a team of professionals, including assigning and reviewing of work, mentoring staff, conducting performance evaluations, and aligning team performance with organizational goals. 
• Three (3) years of professional experience using ServiceNow or other IT Service Management tools to process daily incidents and requests for IT services, including developing detailed operational documentation and shift work processes.
• Three (3) years of professional experience writing complex procedures, directives, instructions in a complete and concise manner, including developing detailed operational documentation and shift work processes.
• Extensive knowledge of multi-platform system operations, including large-scale print output environments, mainframe-based workflows, and associated hardware, software, and access control requirements.
• Developed verbal and written communication skills to present technical information clearly and precisely to diverse audiences, including business users, development teams, agency executives, and others. 
• Ability to gain and maintain effective working relationships with associates, clients and others.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.   

• Requires the ability to verify identity.
• Requires employment authorization to accept permanent employment, full-time position with the State of Illinois. 
• Requires the ability to pass a position specific, agency required background check and requires self-disclosure of criminal history. 
• Requires the ability to travel in the performance of duties. 
• Requires ability to work overtime and serve in an on-call capacity. 
• Requires the ability to work outside of normal hours to meet deadlines. 
• Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.   
• Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties. 
• Requires the ability to lift and carry objects or equipment weighing up to 20 pounds This is considered light work as defined by the U.S. Department of Labor (20 CFR 404.1567(b)). Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. 
• The conditions of employment listed are incorporated and/or related to any duties included in the position description.