Deputy CTO - Crownsville, United States - State of Maryland

State of Maryland

Verified Company

Crownsville, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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:

INDV 0018

LOCATION OF POSITION:

Department of Information Technology (DoIT)

100 Community Place

Crownsville, MD 21032

POSITION DUTIES:

A Department of Information Technology Chief is a senior position within the Department of Information Technology (DoIT) that oversees the provision of critical statewide client services such as hardware and software implementation and support, patching and updating, asset management, voice services, and other enabling desktop technology solutions to agencies of State Government.

Specifically, this program provides oversight of all first contact client services and follow-up to ensure resolution and customer satisfaction. This program also provides services that support IT service management such as managing assets and the service catalog.

This position directly and indirectly supervises technical, professional, or administrative staff, and reports directly to the Deputy Secretary, Chief Technology Officer.

This is a management service position that serves at the pleasure of the appointing authority

Oversee staff and operations:

Provides supervision of Technology Platform Directors and staff. Also ensures contractor performance in accordance with statements of work and work orders. Leads the development of organizational structure, staffing plans, training plans, and staff development.

Oversee service delivery:

Provides oversight of the internal and external capabilities for end-user client services via service catalog requests or contact with the Service Desk, voice telecom services, and asset management.

Ensures service delivery meets Service Level Agreements (SLAs) and other performance standards.

Develop plans and strategies:

Develops long and short-term strategies, roadmaps, and plans for client services and support of broader DoIT and statewide strategies and initiatives.

Manage budget, fiscal, and procurement activities:

Oversees and manages the internal budget and fiscal aspects of programs and services offered by DoIT including budget development, expenditure tracking, service costing, and customer chargeback model development.

Coordinates budget, fiscal, and procurement activities with the DoIT Deputy Secretaries, CTO and COO, and other agencies as appropriate. Procurement activities include requirements and statement of work creation, vendor contacts, and contractor activity management.

Client Relations/Customer Service:

Maintain client relations and ensure services rendered meet expectations. Attend meetings with clients when necessary and exercises professional communication and problem-solving skills in dealing with challenging customers.

MINIMUM QUALIFICATIONS:

Experience:
At least eight years' experience in a Sr. level position managing a large client service organization in the public sector. Three of the eight years must have been in a supervisory role.

Must have experience leading a service desk with ServiceNow in the following areas:
ITSM, ITOM and Asset Management.

DESIRED OR PREFERRED QUALIFICATIONS:

Experience with ServiceNow Performance Analytics.
Contract management experience and overseeing vendors/contractors.
Prior experience managing a large IT budget.

SELECTION PROCESS:

EXAMINATION PROCESS:

BENEFITS:

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS:

We thank our Veterans for their service to our country.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.