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Assistant Director, End User Services

DoIT Technology Platform Manager I

Recruitment #23-004772-0002

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Introduction

The Department of Information Technology (DoIT) leads the State in the creation and implementation of information technology solutions that improve IT infrastructure and government services and keep Maryland current within IT industry trends.


GRADE

STD 0022

LOCATION OF POSITION

Dept. of Information Technology
100 Community Place
Crownsville, MD  21032

Main Purpose of Job

The purpose of this position is to direct and manage the Department of Information Technology’s (DoIT) End User Services (EUS) Desktop Support team. Management of Desktop Support team members is not limited to specific agencies, but rather, is a shared responsibility amongst the Desktop Support Management team. The Technology Platform Manager I may be called upon to manage and provide direction to Desktop Support staff for any of the agencies serviced and supported by the Department of Information Technology (DoIT), including the Executive Offices of the Governor.

This position is responsible for monitoring staff performance and client satisfaction of the technical teams. It includes project management, project prioritization, budgeting, staff oversight and staff development. It also includes ensuring that the teams maintain processes and procedures consistent with published State policies and guidelines in the area of incident and service request management, security, disaster recovery, and technical architecture. 

This position plans, manages, and administers all aspects of assigned DoIT programs that have a broad scope and major impact on agency missions and operations.

***This is a Management Service position, which serves at the pleasure of the Appointing Authority***

POSITION DUTIES

Team Management & Direction

Provide direct management of End User Support Supervisors and indirect supervision of their direct reports. Promotes knowledge sharing and awareness of technical issues and solutions. Plans, organizes, and manages technical staff to complete a specific technical task and/or resolve specific technical problems.

Customer Service

Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. Ensure tickets assigned to direct reports and to self-meet established SLO/SLA’s and meet/exceed customer expectations. Ensure all team members demonstrate courteous and professional behavior and provide excellent customer service at all times. 

Queue & Workload Management

Ensure direct reports are using the ServiceNow system to create, update and close completed tickets for every user interaction.   

Manage Technical Projects

Drives project through to completion and ensure project timelines are adhered to. Provides timely and periodic updates to project stakeholders.  

Policy & Program Management

Performs managerial duties such as policy and procedure development, planning and administration of DoIT programs and service costing and ensures projects stay within budget. Develops and utilizes standard procedures and business best practices to accomplish the work of the unit and directives as outlined by DoIT management 

Technology Management

Research and compile information to recommend innovative technologies and procedures.

IT Collaboration

Interface directly with senior leadership of supported agencies to discuss and assess information technology and compliance with IT enterprise architecture policies, standards and procedures, suggest opportunities for improvement, and report on compliance and strategic objectives, discuss IT issues, outages, and concerns.

IT Asset & Inventory Support

Ensure direct reports are completing DoIT’s physical inventory for the site(s) as assigned.

MINIMUM QUALIFICATIONS

Education: Bachelor's Degree in Computer Science, Information Technology or similar degree from an accredited college or university. Technical/vocational training and education may be considered in lieu of traditional degrees.

Experience:  Six years' experience providing client-side computer hardware and software assistance to supported end users.  This includes providing technical guidance to users and diagnosing and resolving issues, coordinating configurations and installations, installing system software and hardware and general troubleshooting of PC hardware and software.  One year of this experience must be in a supervisory or primary technical lead role, supervising a group of paraprofessionals and/or technical support staff. 

Note:  Additional experience may be substituted for the bachelor's degree on a year for year basis.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). 

- Experience using the ServiceNow ticketing system.

-End User Support experience with cross functional business units at State/Federal/Corporate levels.

- ITIL Foundations training and familiarity.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.




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