IT Project Manager, Service Desk Manager (NCS) - BCIT

Manager for the Service Desk

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The Baltimore City Office of Information and Technology (BCIT) is seeking a Manager for the Service Desk.

As one of BCIT's leaders, this individual will be expected to:

• Act with transparency and integrity.
• Provide both strategic and tactical leadership
• Avoid siloes and demonstrate a commitment to solving the problems and challenges that impact BCIT in a unified manner.
• Lead highly skilled professionals in a fast-paced environment with an emphasis on timely and quality service delivery.
• Provide thoughtful and constructive oversight guided by the strategic priorities, mission, vision and values of BCIT.
• Utilize expertise to continuously improve BCIT as a whole and better serve the City of Baltimore community.
• Consistently work to streamline, increase efficiency and provide frictionless interactions for our customers.
• Be data driven by making decisions based on quantitative metrics.

Essential Functions:

• Manage work activities of the Service Desk, lead staff in the continuing effort toward optimum performance, resource utilization, and cost-effectiveness with the use of quantitative and qualitative metrics.
• Collaborate with agencies to define standards and measures for quality and customer satisfaction requirements, fostering and supporting conducive consultant/client environments, providing department representatives with assessment, training and advice.
• Develop more robust self-service help desk functionality for the organization.
• Support department-wide customer service training programs.
• Perform such management duties as staff supervision, performance evaluation, budgetary tracking, report formulation and quality assurance.
• Develop and deliver daily, weekly and monthly metric reports that demonstrate the individual and cooperative performance of the service desk technicians as well as the service desk itself.
• Monitor and maintain service desk response times for all agencies utilizing the service desk ticketing system.

Minimum Qualifications:

Education: Have a Bachelor of Science degree in Information Technology Management, Computer Science, Computer Engineering or a related discipline from an accredited college or university.

AND Experience: Have six years of related experience; including three years of supervisory responsibilities as discipline, evaluating the performance of and recommending the hiring, firing, and promoting of subordinate employees. Excellent verbal and written communication skills.

Previous IT experience in government is preferred.

OR Equivalency Notes: Have an equivalent combination of education and experience. Non-supervisory experience or education may not be substituted for the required supervisory experience.

Knowledge, Skills, & Abilities:

• Considerable experience with business practices, budgeting and support service operations for large government or business organizations.
• Ability to analyze and resolve complex business problems.
• Ability to supervise, plan, and schedule the work of a professional staff and coordinate large initiatives in an agency defined by cross-functional activities.
• Excellent communication skills, which include the ability to prepare and deliver a cohesive strategy to executive leadership.
• Ability to communicate effectively orally and in writing with internal and external customers.
• Considerable experience in technical leadership.
• A mix of experience in various IT disciplines such as vendor management, software contracts, data governance and other disciplines will also be considered.

Additional Information:

Background Check: Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.

Probation: All persons, including current City employees, selected for this position must complete a mandatory six-month probation.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER