Assistant Director, End User Services
DoIT Technology Platform Manager I
|DoIT Networks Division
|3/14/2023 11:59:00 PM
|4/4/2023 12:40:00 PM
|$82,399.00 - $127,637.00/year
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.
LOCATION OF POSITION
Main Purpose of Job
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 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.
Drives project through to completion and ensure project timelines are adhered to. Provides timely and periodic updates to project stakeholders.
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
Research and compile information to recommend innovative technologies and procedures.
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.
DESIRED OR PREFERRED QUALIFICATIONS
Preference will be given to applicants who
possess the following preferred qualification(s).
using the ServiceNow ticketing system.
Support experience with cross functional business units at
- ITIL Foundations training and familiarity.
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.
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.
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.