Information Technology Services Manager

Information Technology Services Manager - Communications and Collaboration

The Office of the New York State Attorney General (OAG) is seeking a Manager Information Technology Services 1 to lead their Communications and Collaboration unit within the Information Technology Bureau. This is a reimagined support group that will encompass an existing Microsoft Office 365 (O365) administration unit while expanding its scope to manage and support all communications and collaboration technologies for the OAG. The incumbent will be responsible for managing and monitoring OAG’s M365 services and infrastructure, as well as leading the UCaaS/Contact-Center-aaS (CCaaS) implementation and support for the future state of communication within the OAG.

Key Responsibilities:

• Manage and monitor OAG’s O365 services, including production and test environments (cloud and hybrid).
• Oversee OAG’s O365 tenants and associated products like Exchange Online, SharePoint, OneDrive, Teams, ExpressRoute, Entra Multi Factor Authentication (MFA), and other services.
• Administer and monitor Proofpoint on Demand email filtering and Exchange Online Protection/Advanced Threat Protection (ATP).
• Manage O365 security, conditional access policies, alerts, suspicious user activities, and data loss prevention (DLP).
• Administer on-premises Exchange hybrid environments and Entra AD Connect servers.
• Perform Exchange administration tasks including managing mailboxes, distribution lists, groups, calendaring, access, and contacts.
• Manage users, groups, and resources in on-premises Active Directory, along with licenses and permissions for O365 products/services.
• Create and manage permissions and access for user-requested SharePoint sites.
• Troubleshoot and resolve issues with user email access and accounts, providing timely and effective support.
• Deliver support for the full suite of Office 365 applications, including Exchange Online, OneDrive, Outlook, Teams, SharePoint, and Power Platform.
• Stay updated on the latest O365 features and updates, ensuring readiness for upcoming changes.
• Process O365 compliance tasks such as litigation holds, preservations, FOILs, and email pulls using Microsoft Purview Premium and other tools.
• Write or maintain scripts using PowerShell or Microsoft Graph API to automate or optimize O365 tasks.
• Provide escalated support for complex O365 technical issues.
• Monitor, triage, and assign ServiceNow incidents and requests, ensuring completion within service level objectives.
• Supervise lower-level staff and/or contracted consultants.
• Lead recruitment efforts for the team to ensure the selection of top candidates.
• Plan, implement, integrate, transition to, and support a modern UCaaS/CCaaS solution integrated with M365 and the OAG desktop computing environment.
• Delegate tasks to staff and oversee the testing and verification of task completion and correctness.
• Perform other duties as assigned.

Qualifications:

• 4+ years of experience with O365 Administration and troubleshooting.
• 4+ years of experience with SharePoint/OneDrive Administration and troubleshooting.
• 4+ years of experience with Teams Administration and troubleshooting.
• Experience with administration of Microsoft Exchange 2016 or Exchange 2019 in a hybrid environment.
• Experience with Office 365, Exchange, SharePoint automation using PowerApps/PowerShell scripts.
• Experience with services such as MS Purview Premium, DLP, Retention Policies, Email Encryption, and Threat Protection.
• Experience with configuring and troubleshooting MS Entra/Azure AD.
• Experience with MS Intune for mobile device administration.

Preferred Qualifications:

• 3+ years of experience with UCaaS/CCaaS implementation, management, and support (e.g., Zoom, NICE, RingCentral).
• 2+ years of experience with Microsoft Data Classification, AI readiness/controls, and Security initiatives.
• 2+ years of experience with Enterprise Content/Document/Records Management with SharePoint.

Key skills/competency:

• Information Technology Services Management
• O365 Administration
• SharePoint Administration
• Teams Administration
• Microsoft Exchange
• PowerShell Scripting
• Microsoft Purview
• MS Entra/Azure AD
• UCaaS/CCaaS Implementation
• IT Leadership