information technology manager i

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

Are you looking for a fast-paced and challenging position that will provide you with extremely valuable Contact Center Solutions experience, extensive variety, and frequent exposure to managers and staff in the Information Technology Branch? The Employment Development Department (EDD) is looking for a highly motivated and qualified individual to work in the Contact Center Solutions Group. Under the direction of the IT Manager II, the IT Manager I will manage our Contact Center Solutions development and operations. Our Contact Center Solutions teams play a critical role in the delivery of unemployment and disability insurance benefits to the public, as well as employer tax collection. This position offers the opportunity to manage the Virtual Call center solutions, Interacted Voice Recognition (IVR) that are leveraged by claimants and employers to contact EDD. Additionally, you get a chance to implement newer technologies such as Chatbot and Artificial Intelligence to simplify IVR call flows and reduce wait times to improve customer satisfaction.

The Group provides department-wide Information Technology (IT) services including consultative services, project management, planning, analysis, procurement, design, testing, installation, training, preliminary troubleshooting during equipment acceptance phases, and phone device maintenance support and systems in a complex technical environment for the Contact Centers.

The incumbent develops and administers the Group's strategic and operational direction in accordance with Employment Development Department (EDD) goals; manages and supports complex telecommunications systems and enterprise distributed computing environment; maintains the enterprise telecommunications systems budget; establishes and maintains partnerships with customers and vendors to ensure the Production Services Division (PSD) services meet customer needs; and develops effective strategies for accomplishing the Group's objectives.

This position may be eligible for a hybrid work schedule. The amount of telework is at the discretion of the Department and is subject to change as business needs arise. Employees are required to report to their headquarters office on their assigned in-office days. Travel expenses to and from the assigned headquarters are the responsibility of the employee.

This position is located at 1416 9th Street, Sacramento, CA 95814 in the heart of downtown Sacramento. Benefits of working at this location include:

• Close to major freeways, light rail, and transit stops
• Enclosed bicycle parking
• Close to downtown shopping and restaurants
• Close to the Golden1 Center

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

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

Working Conditions

Visa Sponsorship

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment.

Typical Office Environment

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY MANAGER I

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

Job Code #:

JC-

Position #(s):

Working Title:

Contact Center Solutions Group Manager

Classification:

INFORMATION TECHNOLOGY MANAGER I

$9, $12,579.00

New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

# of Positions:

1

Work Location:

Sacramento County

Telework:

Hybrid

Job Type:

Permanent, Full Time

Work Shift:

8:00am – 5:00pm

Work Week:

Monday – Friday

Department Information

The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.

Department Website:

Special Requirements

It is strongly encouraged to apply through your CalCareer