Service Desk Manager

Nature and Variety of Work

Come join our team! Prince George's County is the perfect family-friendly community to live, work, and play and is just 37 miles south of the city of Baltimore. Encompassing almost 500 square miles, with over 900,000 residents Prince George's County has an urban atmosphere that still manages to provide a scenic and peaceful place to live, work, and play.

We are Prince George's Proud!

This is advanced professional and technical work, responsible for managing daily operations of the Office of Information Technology (OIT) Service Desk operations through leading a team of technical experts who provide support to end-users regarding IT-related issues.

Represents the team to stakeholders and ensures, that customer service standards are met, the team resolves issues in a timely and efficient manner, and the service desk continually develops and improves. Additionally, the incumbent serves as the primary point of contact for VIP stakeholders and escalations.

Examples of Work

About the Position:

• Customer Support Strategy

• Effectively execute responsibilities to meet targets and expectations for customer service and support performance.

• Manages the design and development of the Continual Service Improvement program and infrastructure.

• Ensure that all IT service requests are correctly prioritized and resolved within the defined service level agreements.

• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

• Conducting and sharing results from service and operation performance reviews.

• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.

• Ensure continuous delivery of quality customer service.

• Work with other teams and senior leaders to communicate organization changes that affect customer experience, product offerings, etc

Operational Management

• Manages the IT Service Desk function. Develop, implement, and maintain service desk policies, procedures, and standards.

• Collaborate with the OIT divisions to develop and maintain a customer service plan for effective and efficient responses to tickets and inquiries.

• Manages to be sure tickets are understood and sent to the appropriate area for response.

• Staffs and assigns service response roles and responsibilities.

• Communicate regularly and track the status of tickets with OIT divisions. Ensures performance measures are met.

• Ensure all service desk team members receive the necessary training and resources to provide high-quality customer service and technical support.

• Works with Server and Microsoft O365 teams for full understanding of functionality and user experience.

• Act as primary liaison for escalated customer issues.

• Conducts trend analysis and reports those to the appropriate OIT Division.

• Provide regular updates to a supervisor or designated project manager on current projects and tasks. Prepares regular reports for management.

Acquisition & Deployment

• Collaborate with the Asset Management Team to acquire and deploy IT hardware and software.

• Participate in the selection and integration of new hardware into County agencies.

• Coordinates with the Wireless device team.

• Participate in the procurement and configuration of hardware components for testing.

• Participates in the selection and configuration of the ITSM system and ITL processes.

• Coordinate and manage hardware refresh activities, including imagining, staging and delivery, and retirement from inventory.

Overall Responsibility

• Understands and operates within the agency's frameworks and methodologies for projects and services.

• Pursues professional training and certifications; must pass at least one industry certification test.

• Provide regular updates to a supervisor or designated project manager on current projects and tasks.

• Must adhere to Federal, State, and County cyber security policies and practices.

Qualifications

What You'll Need:

• Bachelor's degree in computer science, information technology, mathematics, business or public administration, or a closely related field, plus at least,

• Three (3) years of professional experience in an information technology engineering field, in which at least one (1) year must have involved lead/supervisory duties;

• An equivalent combination of education, training, and experience.

Preferred Qualifications:At least 3 years experience with the following:

• Microsoft 365.

• Successfully managed Service Desk with Service Level Agreements (SLAs)

• Supervisory and/or project lead experience in an Information Technology organization.

• Service Now and/or Easy Vista experience or comparable IT ticketing management software.

• Managing Service Desk staffing while maintaining High Availability (HA) staffing configuration with a split of contract personnel, for 24/7 operations coverage.

• Ability to work independently and yet be effective within a team setting.

• Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment.

• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.

• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.

• Previous customer service experience is strongly desired.

Additional Information

• This position is essential, therefore incumbent must be available in support of emergency maintenance, EOC activation, and IT infrastructure and agencies' projects.

EXAMINATION:Applicants who meet the minimum qualifications will be administered an online examination to demonstrate proficiency in administrative duties and computer software programs. Applicants must pass the online proficiency examination in order to be considered for this position.

DURATION OF ELIGIBILITY: Candidates will be selected from a temporary register of eligible candidates, which will become effective approximately four (4) weeks after the closing date. Once a selection has been made, the register will expire.

ELIGIBILITY TO WORK:Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to show and verify authorization to work in the United States.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at dhs.gov/e-verify.

Internal Applicants: If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a not qualified rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED.

Prince George's County Government is an Equal Opportunity/Affirmative Action Employer

Committed to Diversity in the Workplace