Division Chief Technology Service and Support

Division Chief of Technology Services and Support (TSS)

An Overview
The Department of Information Technology Services is seeking a Division Chief of Technology Services and Support (TSS) to take ownership of and accountability for the City of Alexandria's IT Customer Service Levels and Service Desk Key Performance Indicators (KPIs). A successful candidate will be responsible for providing overall leadership and oversight for the entire ITS Service Desk, including the Support Center, Remote and Field Support, Asset Management, and audio-visual capabilities. This senior IT executive will partner with the Chief Information Officer (CIO) and report directly to the Deputy Chief Information Officer.

What You Should Provide
The ideal candidate will possess knowledge of the Information Technology Infrastructure Library (ITIL) Service Operation Framework and principles and practices of Service Operation, including Service Level Agreements (SLAs). A strong contender will also demonstrate an ability to create policies and procedures with respect to change management, platform technologies architecture, and software design architecture. Knowledge should encompass a broad and current understanding of the local area network (LAN), operating systems, and related software and hardware configurations, capabilities, and limitations. Work experience should include a demonstrated ability to lead a customer service team and provide problem resolution assistance to staff whenever necessary.

The Opportunity - Examples of Duties

• Develop, measure, report, and maintain a Service Desk strategic roadmap.
• Manage the overall Service Desk staff and design business plans.
• Plan and conduct performance appraisals of Service Desk staff, administer training plans, disciplinary action, raises, bonuses and promotions when necessary.
• Train, coach, and mentor Service Desk Technicians and other junior staff to ensure appropriate training requisites, where identified.
• Supervise incoming incident and service requests to the Service Desk via telephone,
  e-mail, ticketing system, and “in person” to ensure the courteous, timely and effective resolution of end-user issues.
• Maintain and improve SLAs, in line with the ITIL Continuous Improvement framework, ensuring systems performance and service-level requirements are met, and vendor relationships are managed.
• Take ownership of issues by conducting problem analysis to implement temporary or permanent fixes that restore service to the customer as soon as possible, escalating incidents to other support teams where necessary.
• Prepare specifications, gather quotes, procure, order, and manage equipment and software.
• Collaborate with other departments to identify and/or procure Service Desk hardware and software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of Service Desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new system technologies. Oversee installation and resolve adaptation issues.
• Gather customer requirements; align and oversee software and hardware specifications to include procuring, configuring, deploying, supporting, replacing, and identifying surplus through the lifecycle of equipment and software.
• Process incoming requests, maintain, and set up conference rooms to ensure that office technology operates properly (IT and audio/video equipment).
• Diagnose, test, and resolve software, hardware, and network incidents for workstations and AV equipment, including operating systems (Windows) and a range of software applications.
• Identify, recommend, develop, and implement end-user training programs, create knowledgebase articles and FAQs to increase computer literacy and self-sufficiency.
• Keep abreast of trends in technology and its application to understand current best practices, possible alternative solutions, and support problem solving.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Work extended hours and attend council meetings as needed.
• Perform other duties as required.

About the Department

The Information Technology Services Department is responsible for enterprise technology operations for the City of Alexandria. ITS provides technology services and solutions to City departments to enhance service delivery. ITS aligns its work with City needs by providing leadership, resources, expertise, and products that enable departments to better serve the City's residents, businesses, and visitors. ITS resources support initiatives funded through the multi-year Information Technology Capital Improvement Plan (IT/CIP) to improve the overall technology landscape. The City of Alexandria's ITS Department has been a Top Ten National Finalist in the Digital Cities Award program for the past 13 consecutive years.

Minimum & Additional Requirements

Bachelor’s degree from an accredited college or university in computer science, information technology, systems administration, software engineering, or a related field, and five years of work experience in an IT service desk environment or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.

Preferred Qualifications

Recent technical experience within the past five years demonstrating leadership and management of an information technology service delivery program including services for call center technical support, field technical support, and audio-visual virtual meeting support. Recent leadership and/or technical experience within the past five years demonstrating a comprehensive knowledge of information technology service management and associated technologies for incident, service request, knowledge, and problem management support. Professional certifications desired (ITIL, CSDM, CISM, etc.).

Notes

This position requires the successful completion of pre-employment checks including, but not limited to, a criminal background and drug screening. This position may be occasionally required to be available after normal working hours to support operations.