Skip to Main Content

IT HELPDESK CUSTOMER SUPPORT MANAGER

Program Manager Senior I

Recruitment #23-005482-0011

Go Back View Benefits

Introduction

The Maryland Department of General Services (DGS) is responsible for almost $1 billion in annual contract administration, 6.3 million square-feet of State-owned facilities, and 4.6 million square-feet of leased space. DGS supports State and local government agencies by providing a full spectrum of design and construction, facilities operations, security, procurement, real estate, and surplus property services.

This is a Management Service position which serves at the pleasure of the Appointing Authority "at will".

GRADE

23

LOCATION OF POSITION

This position is with the Maryland Department of General Services (DGS), Office of State Procurement, located at 301 W. Preston Street, Baltimore, MD 21201.

Main Purpose of Job

This position will serve in the eProcurement Unit within the eCommerce Management Bureau of the DGS Office of State Procurement (OSP). This position will participate as a key member of eMaryland Marketplace Advantage (eMMA) support and implementation team, working to broadly implement, enhance, and support the use of eMMA. This position will manage and coordinate eMMA customer care and helpdesk activities for data and functional analysis design, report developing design and participate in on-going team tasks for implementing and supporting eMMA users.

POSITION DUTIES

Duties for this position include but are not limited to:

  • Maintain a working technical knowledge of the deployed eMMA system to include the understanding and management of underlying business processes, technical processes and configurations and system integrations in coordination with the eMMA Operations Manager. 
  • Manage/coordinate eMMA customer care and helpdesk activities; developing and managing eMMA customer care responsibilities including documenting procedures, assignment of tasks to team members, supervising daily performance, and monitoring tickets for issues that need to be elevated.  
  • Manage/coordinate Nitor/iValua assigned customer care issues in accordance with the contract service level agreement (SLA) in coordination with the eMMA Operations Manager.
  • Improve overall eMMA customer care operations including helpdesk, system design, reporting, and performance metrics.
  • Participate in on-going team tasks for implementing and supporting eMMA users by providing call/issue analysis, statistics on customer care activity and backup support for all other eMMA components.
  • Participate in other eMMA user support tasks as needed.

MINIMUM QUALIFICATIONS

Experience: Five (5) or more years of experience managing a minimum of 5-person IT system customer service/support helpdesk team for an IT system or platform for large, multipurpose, multi-tasking computers or business programs supporting an IT System user base of at least 2,000 users utilizing a modern CRM or ITSM ticketing software for support management.

SELECTIVE QUALIFICATIONS

Applicants must possess the following additional qualification(s) to be considered. Include clear and specific information on your application regarding all qualifications. 

  • Two years of experience troubleshooting computer or system users.
  • Two years of experience writing and/or editing training or operational manuals or SOPs.

DESIRED OR PREFERRED QUALIFICATIONS

Strong preference will be given to applicants that possess the following preferred qualifications. Include clear and specific information on your application regarding the qualifications.

  • Associates or Bachelors degree in Computer Science or a related field.
  • Experience managing an ITIL-certified helpdesk responding to inquiries on the phone, via email, in person, or through remote access.
  • Experience working with and managing an eprocurement helpdesk system.
  • Experience using eMaryland Marketplace Advantage.

SPECIAL REQUIREMENTS

This position may be required, on an intermittent basis, to monitor and/or support eMMA operations or implementations during non-business hours, as directed by the supervisor.

SELECTION PROCESS

It is important that you provide complete and accurate information on your application.  Please include all experience and education that is related to this position.  All information concerning your qualifications must be submitted by the closing date; information submitted after the closing date will not be considered.  

Note that for any position requiring a college degree or college credit, you will be required to submit a college transcript prior to being offered a position.  You may submit your transcript as part of the application process. 

Please note, selected candidates may be required to complete and successfully pass a State and Federal fingerprint background check prior to being hired.

You must be legally authorized under the United States Immigration Reform and Control Act to be hired in the position for which you apply.

GENERAL REQUIREMENTS

Specific educational and experience requirements are set by the agency based on the essential job functions assigned to the position.

BENEFITS

The State of Maryland offers a generous benefits package that includes:

  • Tuition reimbursement for those who qualify
  • Flexible work schedules and telework opportunities for many positions
  • Free mass transit in Baltimore & Annapolis
  • Generous paid leave that increases with years of service
  • Paid holidays
  • Health coverage with low out-of-pocket costs
  • Employee & employer contributory pension plan

Click on the link below for more information.

STATE OF MARYLAND BENEFITS 

FURTHER INSTRUCTIONS

Contact gladys.bryant1@maryland.gov or call 410-767-1386 with questions about this recruitment.  The on-line application process is STRONGLY preferred.  Apply online at www.dgs.maryland.gov – click on Employment on the left side of the screen.  If you are unable to submit your application online, please send your paper application to: Human Resources, Dept. of General Services, 301 W. Preston St., Suite 1311, Baltimore, MD  21201 by the closing date and time. TTY Users: call via Maryland Relay

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.




Powered by JobAps