Information Technology Manager 1

The Public Safety Information Technology Delivery Center is seeking a motivated professional to serve as an outstanding Information Technology Manager 1. In this role, you will manage critical support services that keep public safety agencies running smoothly. Your leadership will guide a high-performing team and support 24/7 operations statewide. This is your opportunity to advance your IT career while making a direct impact on communities across Pennsylvania., This position oversees statewide Service Desk operations that support the technology needs of multiple public safety agencies. It requires strong leadership, coordination, and technical expertise to ensure reliable, high-quality service. As an Information Technology Manager 1, you will perform the following duties:

• Service Desk Management: Oversee daily Service Desk operations and ensure consistent support coverage for all agencies
• Workflow Coordination: Coordinate staff schedules, monitor response times, and guide supervisors to maintain effective team performance
• Issue Resolution: Use Service Now to track incidents, analyze tickets, and support resolution of technical problems
• Training Oversight: Provide training on procedures, tools, and onboarding processes to strengthen staff skills and consistency
• Performance Review: Evaluate staff performance and maintain standardized documentation and reporting procedures

Interested in learning more? Additional details regarding this position can be found in the position description. Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:15 AM to 4:15 PM, Monday - Friday, with a 30-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, up to 2 days per week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices., * If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

• One year as an Information Technology Generalist Administrator 2, Database Administrator 2, Data Administrator 2, Applications Developer Administrator, Network Administrator 2, or Information Security Specialist 3; or
• Three years of technical information technology experience including two years of administrative information technology work, and a bachelor’s degree; or
• An equivalent combination of experience and training including two years of administrative information technology work.

Other Requirements:

• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.
• You must be able to perform essential job functions.

Legal Requirements:

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

This position is not subject to the provisions of a collective bargaining agreement or memorandum of understanding. You must be eligible for selection in accordance with merit system employment regulations. Recruitment Methods:

• Applicants must meet one of the following methods to be considered for this vacancy:
• Promotion Without Exam

• Reassignment (Only current civil service employees in the same agency who hold the same or similar job title, with the same maximum salary, within the same occupational group or where there is a logical career movement, will qualify for reassignment.) o Meritorious service is defined as the absence of any discipline above the level of written reprimand during the 12 months preceding the closing date of the posting, and the last regular or probationary performance evaluation showing an overall rating of satisfactory or higher.

• Transfer (Only current civil service employees who hold the same job title will qualify for transfer to another agency.) o Meritorious service is defined as the absence of any discipline above the level of written reprimand during the 12 months preceding the closing date of the posting, and the last regular or probationary performance evaluation showing an overall rating of satisfactory or higher.

• Voluntary Demotion

Promotion Without Examination (PWOE):

• Class Restrictions for Promotion Without Examination Only - You must have or have held regular civil service status in one of the following classifications:
• Applications Developer Administrator
• Database Administrator 2
• Information Security Specialist 3
• Information Technology Generalist Administrator 2
• Network Administrator 2
• Employees who previously held regular civil service status in the job title of the position being filled are also eligible for promotion without examination.
• The promotion without examination requirements are issued in accordance with merit system employment regulations.
• Meritorious service is defined as (a) the absence of any discipline above the level of written reprimand during the 12 months preceding the closing date of the posting, and (b) the last regular or probationary performance evaluation showing an overall rating of satisfactory or higher.
• Applicants must have a minimum of one year in the next lower classes by the posting closing date with no break in service., Learn more about our Total Rewards by watching this short video!

See the total value of your benefits package by exploring our benefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.