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. As one of BCIT’s leaders, this individual will be expected to: Act with transparency and integrity. Provide both strategic and tactical leadership. Avoid siloes and demonstrate a commitment to solving the problems and challenges that impact BCIT in a unified manner. Lead highly skilled professionals in a fast-paced environment with an emphasis on timely and quality service delivery. Provide thoughtful and constructive oversight guided by the strategic priorities, mission, vision and values of BCIT. Utilize expertise to continuously improve BCIT as a whole and better serve the City of Baltimore community. Consistently work to streamline, increase efficiency and provide frictionless interactions for our customers.