Manager, Incident Problem Management (NCS) - BCIT

City of Baltimore, MD • Baltimore, MD

76d • $99,053 - $163,237

About The Position

The Baltimore City Office of Information and Technology (BCIT) is seeking a Manager, Incident Problem Management and Executive Level Support. The Problem/ELT Manager is responsible for the incident management process for large-scale, high-visibility, or mission-critical incidents, ensuring that communications, triage, escalations, and resolutions are managed with urgency. This role involves collaboration with agency and technology leaders to identify root causes and develop strategies to avoid common or recurring incidents in the long run. The Executive Level support role involves ensuring excellent customer service and white glove treatment of key leaders and organizations that are especially sensitive to day-to-day support and downtime. As part of the IPM role, the manager is expected to look for opportunities for continual improvement and lead automation efforts for routine tasks.

Requirements

• Bachelor of Science degree in Information Technology Management, Computer Science, Computer Engineering or a related discipline from an accredited college or university.
• Six years of related experience including three years of supervisory responsibilities.
• At least one year of experience automating routine tasks.
• At least one year of experience supporting executive level VIP support.
• Excellent verbal and written communication skills.
• Previous IT experience in government is preferred.

Nice To Haves

• Considerable experience with business practices, budgeting, accounting and support service operations for large government or business organizations.
• Knowledge of project planning and scheduling; business continuity of operations planning; audit and compliance programs; and pertinent laws, regulations, and best business security practices.
• A mix of experience in various IT disciplines such as vendor management, software contracts, enterprise architecture, data governance and other disciplines.

Responsibilities

• Drive investigations to identify the root cause of problems
• Proactively identify operational issues and trends and look to automate routine / repeatable tasks
• Monitor problem management performance metrics and key performance indicators (KPIs)
• Lead postmortem sessions to discuss root cause analysis, lessons learned, and devise corrective action plans
• Effectively triage and prioritize relevant service desk incidents and provide regular status reporting to stakeholders and leadership
• Collaborate with BCIT and agency leadership and product managers to develop SLAs, KPIs, metrics, and benchmarks to monitor performance effectively
• Establish strong working relationships with agency leadership and technology teams
• Provide knowledge center materials to support service desk staff and end-users
• Provide white-glove service to key leaders and agencies within the city.

Benefits

• Medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.
• Wellness programs, support groups, and workshops.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Bachelor's degree