Assistant Director, End User Services
DoIT Technology Platform Manager I
Recruitment #24-004772-0002
Department | DoIT Networks Division |
---|---|
Date Opened | 6/5/2024 3:30:00 PM |
Filing Deadline | 6/19/2024 11:59:00 PM |
Salary | $84,047.00 - $140,923.00/year |
Employment Type |
Full-Time
|
HR Analyst | Cindy Mann |
Work Location |
Anne Arundel
|
Telework Eligible | Yes |
Introduction
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.
GRADE
LOCATION OF POSITION
Department of Information Technology (DoIT)
POSITION DUTIES
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
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.
Manage
Technical Projects
Drives project through to completion and ensure project timelines are adhered to. Provides timely and periodic updates to project stakeholders.
Policy
& Program Management
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
Technology Management
Research and compile information to recommend innovative technologies and procedures.
IT Collaboration
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.
MINIMUM QUALIFICATIONS
Education: Bachelor's Degree in Computer Science, Information Technology or similar degree from an accredited college or university. Technical/vocational training and education may be considered in lieu of traditional degrees.
Experience: Six years' experience providing client-side computer
hardware and software assistance to supported end users. This
includes providing technical guidance to users and diagnosing and resolving
issues, coordinating configurations and installations, installing system software
and hardware and general troubleshooting of PC hardware and software. One year of this experience must be in a
supervisory or primary technical lead role, supervising
a group of paraprofessionals and/or technical support staff.
Note: Additional experience may
be substituted for the bachelor's degree on a year for year basis.
DESIRED OR PREFERRED QUALIFICATIONS
Preference will
be given to applicants who possess the following preferred
qualification(s).
- Experience using the ServiceNow ticketing system.
- End User Support experience with cross functional business units at State/Federal/Corporate levels.
- ITIL Foundations training and familiarity.
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.