ITOCC Supervisor

Job Posting Title

Agency

Supervisory Organization

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Job Type

Compensation

Job Description

As an IT Operations Command Center Supervisor with OMES you will enjoy:

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Job Details

• Full-time 40-hour work weeks.
• Support the Information Services Division.
• Salary is up to $75,000 based on education and experience.
• This is an on-site position located in Oklahoma City, OK.

Position Summary

The ITOCC (Information Technology Operations Command Center) Supervisor oversees daily ITOCC Incident Response operations, ensuring efficient performance and staff development. This role is responsible for supervising the team, monitoring key metrics, generating reports for leadership, and driving continuous improvement initiatives. The ITOCC Supervisor also identifies opportunities to enhance productivity, support broader IT operational goals, and actively participates in Major Incident Management in a 24/7 environment.

Key Responsibilities

• Lead coordinated response to major/high-impact incidents and serve as primary escalation point, making real-time decisions to mitigate impact and direct response efforts.
• Ensure the ITOCC team is appropriately trained, equipped, and prepared to execute practical incident response activities.
• Review, analyze, and report on Incident Management metrics, identifying trends and presenting insights to IT leadership.
• Notify, escalate, and communicate service disruptions or critical incidents to leadership and impacted stakeholders in a timely and transparent manner, including compilation of after action reports.
• Hosts and actively participates in team meetings, one-on-one check-ins, and coaching sessions to promote team alignment and development.
• Provide after-hours escalation support as needed, ensuring coverage and continuity of operations 24/7.
• Oversee the execution of standard operating procedures (SOPs) and ensure adherence to IT operational policies and protocols.
• Collaborate with cross-functional teams to support problem management, root cause analysis, and continuous improvement efforts.
• Identify and implement opportunities to streamline ITOCC processes, improve response times, and enhance team productivity.
• Maintain clear documentation of incident handling procedures, shift turnover notes, and operational playbooks.
• Support business continuity and disaster recovery exercises by ensuring ITOCC readiness and participation.
• Perform other duties as assigned to support the mission of OMES, ITOCC and IT Enterprise Governance operations.
• Other duties as assigned.

Physical Demands and Work Environment

This position works in a comfortable office setting with a computer for a large percentage of the workday. The noise level in the work environment is usually mild. Occasional travel may be required.

Minimum Qualifications

Requirements include a bachelor's degree in information technology or a related field and a minimum of 1 year of supervisory experience, or 5+ years of progressive experience in IT Operations or related roles, or an equivalent combination of education and experience

Preference will be given to candidates who possess

• ITIL Foundation Certification or equivalent knowledge of IT Service Management (ITSM) frameworks.
• 1–2 years of experience working in or in close coordination with a Network Operations Center (NOC), Command Center, or similar operational environment.
• Strong understanding of event monitoring tools and processes, as well as incident and problem management best practices.

About OMES

The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners' goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.

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