DTI Team Director - End User Services

Looking for a rewarding career in the fast-paced technology industry? Look no further!

The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. 

In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale.

To learn more visit DTI’s Website at https://dti.delaware.gov/

Due to the current COVID-19 (coronavirus) outbreak, DTI has implemented temporary telecommuting arrangements for newly hired employees whose job duties are conducive to working from home. These arrangements are expected to be short term and will be monitored by DTI supervisors.

The Director of End-User Services is a key role responsible for leading the statewide end-user IT support teams. This position is also responsible for developing innovative strategies that improve end-user experience while making support more intuitive and proactive. The position is accountable for delivering technical support to all agency partners that meet or exceed established Service Level Agreements (SLA’s) and/or Partner Service Agreements (PSA).  As part of the Office of Partner Services, the Director of End-User Services will work with the Director of Partner Engagement to build relationships with the user community and ensure expectations are met and/or exceeded. 

The Director of End-User Services is responsible for working with key stakeholders, Agency Partners, Customer Engagement Team, and DTI Service Owners to fully understand the business functions, vision, and requirements to maximize the value of the Service Desk and Enterprise Desktop/LAN (EDL) support services. This position requires exceptional leadership skills and proven experience in developing and growing a technology services team, as well as defining procedures, setting service standards, defining Organization Level Agreements (OLAs)/ SLAs. The Director must be a self-starter with strong technical knowledge, but equally focused on customer experience, continuous improvement, and optimizing the overall support model.

This position will report to the Chief of Partner Services

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here. 

• Lead the 24/7/365 Service Desk and Enterprise Desktop/LAN (EDL) teams. Accountable for overall performance and employee development.
• Develop and implement innovative strategies that leverages technology to make the support function more intuitive & proactive.
• Development and maintenance of day-to-day support operating procedures
• Work with IT Leaders in developing support policies and procedures
• Conduct regular meetings with service owners and IT management to review overall performance and issues to gain feedback on performance, as well as with support team members to review the status of service and support issues
• Work in partnership with customer engagement and operations teams in handling and responding to partner issues, problem analysis and making requested service improvements
• Work with IT Leaders across the State to promote teamwork and implement standards, policies and procedures that will improve end-user experience while reducing hardships on technical personnel.
• Ensure that proper escalation paths are followed by the support staff that are in line with documented procedures and policies
• Create dynamic partner-facing communication strategy to address service outages, system upgrades, and general IT informational announcements
• Collect and analyze metrics to benchmark the end-user support team workload and performance and identify trends; implement solutions

JOB REQUIREMENTS for DTI Team Director:

Please attach a resume with your online application or use the resume tab in DEL to provide a detailed description of how your education, training and/or experience meets each job requirement including employer, experience/responsibilities and dates (month/year) of employment/training.

· Possession of a Bachelor’s degree, with emphasis in Computer Science, Information Technology, or related field or equivalent work 

  experience.

· Possess a minimum of 5 years’ experience in senior leadership.

· Possess a minimum of 5 years’ experience leading a technical team.

· Possess a minimum of 3 years’ experience in strategic planning demonstrating the ability to develop, analyze and decide among 

  alternative solutions to current and anticipated IT needs.

· Possess a minimum of 3 years’ experience in developing policies or procedures to meet IT needs.

· Possess good communication skills (verbal and written) as well as effective presentation skills.

Criminal background check: A satisfactory fingerprint based criminal background check administered by the Delaware State Police is required as a Condition of Hire.

Applicants must be legally authorized to work in the United States. DTI participates in E-Verify. DTI does not provide employment-based sponsorship.

Benefits to include:

• Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending, Long & Short Term Disability Insurance, Group Universal  Life Insurance, AFLAC, Health Management Programs.
• 21 paid vacation days, 15 paid sick days, 12 paid holidays, Up to 12 weeks paid Parental Leave.
• Tuition reimbursement up to $4,000 annually.
• State funded learning opportunities, mentor programs and professional development opportunities.
• Employee Assistance Program: Access to support services such as Professional Counseling Services, Legal Services, Financial Services.
• Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement
• Savings Plan available. 

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at www.delawarestatejobs.com.

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.  The State of Delaware – An Equal Opportunity and Affirmative Action Employer.