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PROGRAM MANAGER SENIOR I

(CUSTOMER SUPPORT PROGRAM MANAGER)

Recruitment #22-005482-0031

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Introduction

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

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 for the Office of State Procurement (OSP). This position will participate as a key member of the Maryland Department of General Services’ eMaryland Marketplace Advantage (eMMA) support and implementation team, working to broadly implement, enhance, and support the use of eMMA.

POSITION DUTIES

 Duties for this position include but are not limited to:

-Maintain a working technical knowledge of the deployed eMMA system.
-Manage/coordinate eMMA customer care and helpdesk activities.
-Participate in on-going team tasks for implementing and supporting eMMA users.
-Participate in other eMMA user support tasks, as needed.
-Performance Management for the eMMA helpdesk team.

MINIMUM QUALIFICATIONS

Education:  A Bachelor's degree from an accredited college or university in computer science or a related field.

Experience: Five (5) years of experience managing a 5-person (at least) IT helpdesk team for an IT system's helpdesk platform with 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.

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.

-Experience managing an ITIL-certified helpdesk team.
-Experience managing an eProcurement system helpdesk team.
-Three or more years' experience in Operational Management.
-Experience in Procurement, Logistics, Finance, or Accounting.
-Proficient in Microsoft Office.
-Proficient in Google Workspace.
-Certification in Customer Service Leadership.

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.

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

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. 




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