Technical Services Manager II - Department of Technology & Communications Services

Howard County Government•Columbia, MD

1d•Hybrid

About The Position

The Technical Services Manager II serves as the Project Management (PM) Team Lead for Howard County’s Department of Technology and Communication Services. The role establishes and directs policies and procedures for managing departmental and Countywide programs and oversees the full project management and software development life cycles for complex, large-scale strategic IT and business initiatives. It implements controls and monitoring to support effective management and reporting of County initiatives and supervises the Program Management Office, assigned Project Managers, and Trainers. The role also assists County departments and agencies with significant technology projects and may manage enterprise or departmental IT initiatives as directed by the Chief Information Officer and Deputy Chief Information Officer. A primary responsibility is planning, overseeing, and implementing the Information Technology Infrastructure Library (ITIL) framework for DTCS. The position also manages in-house technical projects, monitors program impacts and interdependencies, and helps ensure initiatives meet executive leadership goals. It communicates project status, risks, and issues verbally and in writing. This classified position performs management and advanced technology and communication services work under general supervision. It may be eligible for a hybrid work schedule, depending on performance and operational needs. Duties may require travel between multiple locations and work sites. Classified Service status follows completion of a probationary period of at least six months.

Requirements

Bachelor’s degree and six years of related experience, or an equivalent combination of education and experience.
Possession of a valid driver’s license.
Ability to communicate effectively with Howard County constituents and establish rapport with users of social media.
Ability to apply basic math and algebra.
Ability to define problems, collect data, establish facts, and draw valid logical conclusions.

Nice To Haves

ITIL Expert Certification.
PMP certification from PMI or equivalent experience.
Five years of project management experience.
Proficiency in Microsoft Project.
Intermediate to advanced knowledge of Microsoft Word, Excel, and PowerPoint.

Responsibilities

Lead the planning, oversight, and implementation of the ITIL framework for DTCS.
Create, refine, and enforce structured processes for the design, development, testing, and deployment of corporate systems.
Promote formal change-management procedures and ensure changes to scope, deliverables, timelines, and resources are documented and approved.
Oversee and prioritize resource and asset allocation for projects.
Manage projects end to end, including strategy, requirements, statements of work, design, implementation, deployment, and post-implementation support.
Develop project plans, charters, communications plans, quality and risk plans, contingency plans, and lessons-learned documentation.
Identify and communicate project interdependencies; maintain issue logs and coordinate resolutions.
Track work across business, technical, and quality-assurance teams through project plan management.
Monitor project performance, analyze status, and report progress to stakeholders and senior management.
Ensure the quality of services, deliverables, and documentation throughout the project lifecycle.
Assess and communicate risks, develop contingency plans, improve project documentation and processes, resolve issues, and ensure timely task completion.
Manage stakeholder expectations and maintain relationships with clients, business units, leadership, project teams, vendors, cross-functional departments, and external partners.
Serve as a liaison across business units, IT, and external partners; gather feedback for senior-management reporting and project decisions.
Direct project teams by assigning responsibilities, tasks, and technical functions, monitoring progress, and coordinating work across business units.
Support systems-project training needs, including train-the-trainer programs and training-material development.
Participate in developing, coordinating, and implementing business solutions with internal stakeholders.
Identify and analyze business needs, budget factors, resource estimates, and project scope; work with business managers to set project direction and system-change priorities.
Work with departments to define business requirements and assess technical, organizational, and economic feasibility; outline software requirements and apply SDLC and software-development-model knowledge.
Oversee large-scale systems projects involving complex software, hardware, staffing demands, and time constraints; identify and allocate resources to meet project objectives.
Supervise the Program Management Office, Project Managers, and Trainers.
Perform other related duties as assigned.