Division Director-Technology Experience-IT-000795

Wayne County•Detroit, MI

28d

About The Position

The Division Director of the Technology Experience Division is responsible for leading and managing the internal support teams focused on delivering end-user support, technical training and departmental outreach functions. This role oversees the Information Technology (IT) Department’s Service Desk, technology training program, business advocates and document records. This position leads efforts to improve customer service delivery, develop and delivery technology training programs and ensures outreach efforts to departments and elected offices. This position works closely with Executives, Senior Management, business and technical partners, subject matter experts, end-users and technical resources.

Requirements

Bachelor’s degree in Computer Science, Engineering, Business Administration or similar discipline from a recognized college or university OR equivalent work experience
Seven (7) years’ experience in leading enterprise system design, development, and implementation projects
Three (3) years management experience

Responsibilities

Plan and manage activities at a program and project level
Recommend and develop solutions to address business needs
Perform data flow and information flow modeling and concepts
Teamwork and change management
Perform development and facilitation of business process re-engineering strategies
Translate business needs into proper technology fit
Maintain a team environment that promotes professional development and team engagement
Manage vendors to ensure Service Level Agreements (SLA) are met
Perform project leadership and oversight
Oversee the operation and performance of the Service Desk
Deliver results against defined metrics and SLAs.
End-user training practices
Technical writing
Oversee the document retention program
Assist with developing document retention schedules