NY HELPNo

AgencyGeneral Services, Office of

TitleContract Management Specialist 3 - VID 219507

Occupational CategoryOther Professional Careers

Salary Grade27

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $106898 to $131665 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address Empire State Plaza

City Albany

StateNY

Zip Code12242

Duties Description The Customer Service Manager is responsible for overseeing the delivery of high-quality support services to internal staff, vendors, and over 9,000 Authorized Users (AUs) of OGS centralized contracts. The role involves developing customer service standards, managing inquiry workflows, and ensuring timely resolution of complex procurement and system-related questions. The incumbent will supervise a team of specialists and ensure the division’s customer service operations align with modernization objectives and performance metrics.

Duties will include, but are not limited to:
• Lead day-to-day customer service operations, ensuring inquiries are tracked, responded to, and resolved within service-level targets.
• Oversee the Customer Service inbox, ticketing system, and escalation protocols.
• Develop standard operating procedures (SOPs) and service quality benchmarks.
• Analyze inquiry trends and provide feedback to other units for policy or training improvements.
• Ensure the Customer Service team stays current on procurement law, contract updates, and system changes (e.g., eProcurement tools).
• Serve as liaison with vendors, state agencies, and other partners on escalated issues.
• Supervise Customer Service Specialists and provide coaching, training, and performance feedback.
• Support key modernization initiatives, such as the launch of new communication channels, FAQs, chatbot tools, or helpdesk system enhancements.

Minimum Qualifications Current New York State employee with one year or more of qualifying permanent service in a position allocated to a Grade 25 or above and eligible for transfer under Section 70.1 or 52.6 of the Civil Service Law.

NOTE: IN ORDER TO AWARD THE PROPER CREDIT FOR WORK EXPERIENCE, RESUMES MUST INCLUDE MONTH AND YEAR FOR START AND END DATES. IF ANY OF THIS EXPERIENCE IS LESS THAN FULL TIME YOU MUST INDICATE THE AVERAGE NUMBER OF HOURS WORKED PER WEEK.

Additional Comments The Office of General Services (OGS) is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage applicants from all communities to apply.

For a full version of OGS’s EEO/AA statement and benefits joining Team #OneOGS, please visit http://www.ogs.ny.gov/employment.

NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.

Some positions may require additional credentials or a background check to verify your identity.

Name Human Resources/KP

Telephone 518-473-5282

Fax 518-486-1631

Email Address HRresumes@ogs.ny.gov

Address

Street NYS Office of General Services, HRM

31st Floor Corning Tower, Empire State Plaza

City Albany

State NY

Zip Code 12242

Notes on ApplyingPlease submit a resume and cover letter to HRresumes@ogs.ny.gov detailing how you meet the minimum qualifications along with the month/year and, if less than full time, the average hours worked per week for each position listed. Indicate the Position Title & Vacancy ID number of each position you are applying to.