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Technology Support Operations Manager

Recruitment #19-004410-0001


The Office of the Public Defender is a statewide independent agency charged with providing superior legal representation to indigent defendants.  The agency’s vision is Justice, Fairness and Dignity for All.  Employees are committed to the core values of culture of excellence, client centered representation, tenacious advocacy, and are united in achieving the agency’s mission.

OPD has a centralized Information Technology headquarters office located in Anne Arundel County and numerous field locations to include local OPD offices, courthouses, local detention centers and mental health hospitals.  The Information Technology Division provides department-wide technology planning, acquisition, policies, connectivity, and support for a broad portfolio of infrastructure and applications operating in an enterprise caliber environment. 





989 Corporate Drive
Linthicum, Maryland 21090

Main Purpose of Job

The Technology Support Operations Manager provides daily and active management and oversight of the Technology Service Desk for the Office of the Public Defender (OPD).  The Technology Support Operations Manager operates in a hands-on supervisory role with the ability to step in and assist with various support matters while also being the initial point of escalation for high-severity incidents and issues and provides direct leadership and guidance in the resolution of such issues.  This position will drive achievement of the OPD Information Technology Division service desk goals and objectives.

The incumbent within this position must possess the technical expertise, and knowledge of effective operational management techniques consistent with managing an IT Service Desk and predominately Microsoft based environment that supports over 1000 agency staff members.  This position must be able to communicate effectively with both executive staff as well as front-line staff and ensure that there is high focus on customer service and observing technology best practices.

Essential job functions this position will complete include implementing various service desk continuous improvement initiatives as developed by the OPD Information Technology management team, oversee the adherence to technology policies and service level expectations via reporting, staff mentoring, and implementation of remediation procedures, participation in the execution of technology infrastructure projects and initiatives, proactively communicating the status of various IT related matters, announcements, and alerts to the Agency as needed and lead and manage the IT department service desk function. The incumbent will actively participate in leadership activities as a member of the OPD technology infrastructure management team, helping to drive achievement of departmental goals and objectives. Additionally, the incumbent will serve as a point of escalation for technology incidents and requests.


Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Two years of experience evaluating, implementing and maintaining personal computer hardware and software.

Note: 1.  Experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, data base or other applications may be substituted on a year-for-year basis for the required education.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Cyber and Information Systems classifications or Cyber and Information Systems specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.


  • Experience supporting Windows based computers/servers

  • Experience leading or supervising staff

  • Incident/ticket management experience

  • Experience working in a large-scale, multi-site enterprise environment across various locations


It is essential that you provide complete and accurate information on your application.  Please report all related education, experience, dates and hours of work.  All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.  Applicants certified to list will receive eligibility for a period of one year.


Online Applications Preferred.  Please fax all paper applications and questionnaires to (410) 333-8134.

Inquiries regarding applications and submitting paper applications can be directed to: Office of the Public Defender, Human Resources Division, 6 Saint Paul Street, Suite 1304, Baltimore, MD 21202; or by calling (410) 767-8503, toll free: 877-430-5187; TTY users call Maryland Relay Service 800-735-2258.  Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

A paper copy of the MD State application form and questionnaire can be downloaded from the link below.

As an Equal Opportunity Employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.