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IT Service Desk Assistant Director

DoIT Technology Platform Manager I

Recruitment #23-004772-0003

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Introduction

The Department of Information Technology supports Maryland agencies and commissions through its leadership and strategic direction in Information Technology and Telecommunications.

Technological resources at the agency’s disposal combined with a talented and knowledgeable team allow the Department of Information Technology (DoIT) to successfully identify and promulgate opportunities for State agencies to run more efficiently and maximizes the State’s investment in lower operating costs.

GRADE

STD 0022

LOCATION OF POSITION

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

Main Purpose of Job

The Service desk is a primary and critical IT function within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).

The main purpose of the position is to provide management and oversight of the Department of Information Technology’s 24/7/365 Statewide Service Desk operations. The Service Desk is the primary and first point of contact for customer support for all State agencies supported by the Department of Information Technology. 

This role embodies the responsibilities of an IT Service Manager (ITSM) in the areas of end-to-end management of the Service Desk program, Service Desk end user communication, incident escalations, investigation, resolution, and reporting of critical incidents. 

The incumbent must have exceptional communication skills, both written and verbal, and excellent customer service skills. 

This is a management service position that serves at the pleasure of the appointing authority.

POSITION DUTIES

Service Desk Operations

Actively contribute to ongoing process improvement. Provide strategic and direct oversight of Service Desk procedures related to ticket handling and coordination. Provide direct oversight and coordination of critical, high impact (Priority 1) incidents, including but not limited to, end user communication, escalation/elevation, and resolution. Provide direct oversight, monitoring, and management of the Service Desk operations work order and contractual deliverables.

 

Policy Development, Knowledge Base Management & Reporting

Develops and utilizes standard procedures and business best practices to accomplish the work of the unit and directives as outlined by DoIT management. Either directly or via delegation to direct reports, manage the accuracy and upkeep of the Service Desk Knowledge Base by means of validating information in ticket resolutions are incorporated and updated as necessary. Generates ServiceNow ad hoc and automated scheduled reports on performance metric data for ServiceDesk and other Department of Information Technology Support groups, comparative report analysis against available dashboard platform data and/or performance metric reports received via managed service contracts, and other ServiceNow reports as needed/requested by DoIT management.

 

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. This position should work any tickets assigned to them. Ensure tickets are assigned to direct reports and to self, are completed per established SLO/SLA’s, and meet/exceed customer expectations.

 

Queue & Workload Management

Ensure Service Desk team members and tickets assigned to self are logged in ServiceNow system to create, update and close completed tickets for every user interaction. Document all work in ServiceNow tickets assigned to self and adhere to the guidelines established for ServiceNow ticket etiquette. Generate workload and assignment group ticket reports on aging, open, and closed tickets as needed.

 

IT Collaboration

Collaborate and consult with peers, End User Support team members, customers, and agency staff across all levels of management as needed on solving technical issues. Research and investigate solutions and workarounds to problems. Moderate DoIT’s weekly software review and assessment collaboration meetings with cross-functional IT support groups. Collaboration may include other duties such as moderating and managing DoIT’s weekly Change Advisory Board (CAB) meetings, inclusive of tracking change approvals, and updating and streamlining the process.

 

MINIMUM QUALIFICATIONS

Education: A bachelor’s degree from an accredited college or university in Information Technology, Computer Science, Management Information Systems or other information technology related field.

Experience: Six years’ progressive IT management experience or professional experience managing IT Service Desk operations with multiple tiers and staff for a large enterprise level company or government, with complex IT environments.

Two years of this experience must include experience working with ServiceNow for IT Management, incident ticketing, and service desk ticketing with the ability to leverage ServiceNow capabilities to solve client problems.

Notes:

1. Candidates may substitute the bachelor’s degree requirement above in Computer Information Technology, Computer Science, Management Information Systems, or other information technology with a High School Diploma and two additional years of the required experience.

2. Technical/vocational training such as ITIL Service Management, SDI Service Desk Manager and related IT education may be considered in lieu of traditional degrees.

DESIRED OR PREFERRED QUALIFICATIONS

Preference Will Be Given to Candidates Who Have the Following:

ITIL v4 Foundations familiarity and training strongly desired. Certification preferred, but not mandatory.

IT Service Desk contract management experience.

Strong technical background with an ability to give instructions to a non-technical audience.

Intermediate to advanced Microsoft Office 365 experience to aid with report generation in different file formats and comparative analyses.

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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