DTI Team Director Customer Engagement 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.

Principal responsibilities include overall leadership of a world class Customer Engagement Team, which focuses on value-adding initiatives, technologies, processes, policies and procedures.  This position is responsible for leading a team that is the champion for our agency partners and is charged with marshalling the resources of DTI to ensure customer satisfaction. This position is responsible for providing leadership and expertise in the development, implementation and management of DTI’s initiatives in support of the agency’s goals, mission, and vision.  This position promotes leading-edge thinking and develops innovative and best practice IT strategies that are aligned with business and government practices. Inspires and motivates staff by being a catalyst for visionary technology, creative problem solving, solution generation, implementation and teamwork. 

This position requires mastery of multiple disciplines in the technology field. Beyond technical acumen, the position demands in-depth knowledge and application of professional, leadership techniques, practices and theories. Strategic innovation and execution are critical to all State organizations both with regard to leadership and direct functional strategies that will impact Government, political subdivisions, constituents and customers.  Skills gained through a history of successful implementations and leadership will be required to manage and direct staff across many technical disciplines.

This position requires solid “people skills”, including a proven ability to handle the myriad of interpersonal aspects of team leadership, including preparation of Performance Plans, Development Plans, and formal Performance Evaluations; employee coaching/counseling; and team individual motivation. They must be a genuine “team player” focused on excellence in internal and external customer service, demonstrated ability to contribute positively in conflict situations, and be willing to pursue and reach consensus based on overall organizational goals. Must have management experience in preparing a complex organization for major technological and/or cultural change, including significant end-user interaction, training development and delivery, and communication preparation and delivery. Must have the ability to work with agency partners and have the inherent ability to project a positive image with both agency partners and colleagues.

Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.

• Possess 5 years of experience in a Customer Relationship Management role.
• Possess 3 years of experience in leading and implementing IT and/or business transformation programs.

JOB REQUIREMENTS for DTI Team Director Customer Engagement Team
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

• Possession of a Bachelor’s degree is preferred, with emphasis in Computer Science, Information Technology, a 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 excellent interpersonal and communication skills (verbal and written) as well as effective presentation skills.

As a condition of employment, all employees must certify that they are fully COVID-19 vaccinated; be required to test for COVID-19 on a weekly basis; or request an exemption from the COVID-19 vaccination(s) due to health or sincerely held religious beliefs or practices and be COVID-19 tested weekly by September 30, 2021, or if hired after September 23, 2021, during their initial week of employment. This will be in effect until further notice.  More information can be found at here.

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

All applicants must be legally authorized to work in the United States. DTI participates in the Federal E-Verify system where we will provide the federal government with each Executive Branch new hires Form I-9 information to confirm that you are authorized to work in the U.S.  For more information refer to our Job Seeker Resources web page.

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, Accident & Critical Illness Insurance, 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 is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.

Ongoing Application Review