Salary Range: $114,888 - $150,790
This is an exempt position. Pay rates are based on education, skill, experience level and internal equity.
Follow Your Calling, Find Your Career
The success of Mecklenburg County rests on strong, competent talent at all levels of the organization. We are a growing team of talented and passionate IT professionals who are dedicated to delivering creative tools and innovative solutions to engage and serve more than 1 million County residents as well as 6,000 employees. Our mission is to serve the residents of Mecklenburg County by providing business-valued IT solutions and services that are flexible, engaging, and innovative. Whether your passion is architecture, development, quality services, engineering, desktop support, or operations, we have a position for you. If you enjoy working with the public and are looking for a career where your work is important to the community, come be a part of Mecklenburg County and help us provide a community of pride and choice for people to live, learn, work, and recreate.
POSITION SUMMARY
Responsible for all information technology operations required by the organization. Incumbents are responsible for program planning and assessment, identifying goals and targets, drafting policies and procedures, providing oversight to implementation plans, serving as a liaison, taking ownership of a major business process, and ensuring collaboration.
ESSENTIAL FUNCTIONS
- Provide oversight, guidance and direction to the Endpoint support, Service Desk Level 1, Service Desk Level 2, Knowledge Management, and Change Management department managers on day-to-day operations, department issues, concerns and personnel issues
- Oversee daily support services for employee technology resources ensuring a high-quality end-user experience
- Ensure the efficient fulfillment of IT service requests including the request of new equipment, including, but not limited to, workstations, laptops, printers, scanners, telephones, audio visual and radio
- Oversee support of the end-user equipment including, but not limited to, troubleshooting issues, implementing approved software, and removing older software
- Ensure IT environmental stability through proactively monitoring of operational systems
- Oversee and manages the overall operations of the Service Desk, Knowledge Management, and Change Management
- Ensure that SLAs are being met and that the Service Desk is fulfilling its business objectives
- Supervise operations, coaches and mentors’ team to develop a customer-oriented support environment, employing a high degree of tact to promote a positive image of IT
- Structure Level 1 and Level 2 service desk personnel to ensure a low cost, efficient, customer centric environment
- Increase knowledge transfer to Level 2 service desk staff to free up Level 3 resources to optimize business growth
- Takes an active role in the Incident Response and Problem Management processes. Providing root cause analysis for problems and measures to mitigate future occurrences.
- Identify opportunities for knowledge sharing and training for staff and end users
- Evaluate and perform on-going end-user surveys. Analyze responses and suggest improvements.
- Act as the primary communicator to end-user for IT related incidents, maintenance messages, and general communications.
- Responsible for maintaining the quality and integrity of the change management process
- Ensure that changes are made with minimum disruption to the services IT has committed to its Business Partners
- Oversee Continuity of Operations Program (COOP)
- Develop & Maintain up-to-date Continuity of Operations Program (COOP)
- Direct IT Disaster response/crisis management activities
- Help provide and coordinate disaster preparedness training with respect to IT
- Establish and maintain detailed DR communications and command and control plans through a change management process
- Assist in the creation and management of an operational center to proactively monitor IT infrastructure and applications
- Play a positive role in the development, growth and training of staff on information technology resources, programs, and applications through excellent verbal and written communication skills
- Define, develop and provide information to drive the decision-making process and support business operations. Summarizes variance between plan and progress
- Develops and delivers reports to key stakeholders summarizing objectives, deliverables, status and metrics
MINIMUM QUALIFICATIONS
Experience: Minimum six years of progressively responsible technical systems experience; including one year of supervisory experience or completion of an approved supervisory training program
Education: Bachelor's degree in Information Technology or Computer Science or related field
Combination of relevant education and relevant experience accepted: Yes
PREFERRED QUALIFICATIONS
- Data analysis skills
- Service desk management skills
- Six Sigma yellow belt or green belt certification
- Knowledge of ServiceNow or other ticketing system
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of
- Understanding of ITIL methodology
- Thorough knowledge of incident and problem management
- Experienced with service desk operations and associated tools
- Experience with software distribution/patch management and associated tools
Skills
- Broad IT knowledge
- Design solutions for business IT needs in one or more functional areas
- Project management
- Management principles
Abilities
- Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information received
- Collaboration: Works effectively and cooperatively with others; establishes and maintains good working relationships
- Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers’ and own organization’s needs
- Decision Making: Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences
- Driving for Results: Sets high goals for personal and group accomplishment; uses measurement methods to monitor progress toward goals; tenaciously works to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement
- Planning and Organizing: Establishes courses of action for self and others to ensure that work is completed efficiently
- Leadership Disposition: Demonstrating the traits, inclinations, and dispositions that characterize successful leaders; exhibiting behavior styles that meet the demands of the leader role
- Leading Through Vision and Values: Keeping the organization’s vision and values at the forefront of associate decision making and action
- Managing Conflict: Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
COMPUTER SKILLS
Advanced proficiency in various computer applications
REASONABLE ACCOMMODATIONS STATEMENT
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
DISCLAIMER STATEMENT
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.