Service Delivery Technology Manager (overstrength)

Arlington, Virginia
$93,579.20 - $160,305.59 Annually
Oct 11, 2019
Oct 29, 2019
Full Time
Position Information

Please note: This is currently an overstrength position expected to last up to 2 years. This position is currently eligible for all County-provided benefits.

Arlington County's Department of Technology Services (DTS) is seeking a Service Delivery Technology Manager to be responsible for leading the technology support services that DTS provides throughout the County. This position will ensure that quality and performance standards are met and manage change control processes.

Specific duties include:
  • Leading assigned DTS staff in the delivery of high quality support services to County technology users to include hiring, assigning work, evaluating, managing job performance and mentoring;
  • Monitoring and evaluating daily call center statistics and issues;
  • Analyzing reports in service quality and other metrics;
  • Developing and implementing changes to call center operations that are aligned with industry best practices;
  • Serving as the highest internal point of contact for escalated customer issues;
  • Managing the intake of requests for application and system changes from departments and agencies and ensuring that change control processes support requirements;
  • Managing all change control activities and any consequential impacts of change control on other County processes and activities;
  • Developing videos and other materials to train users on new applications and application features;
  • Providing project management expertise to guide project teams toward achieving objectives; and
  • Managing tier support model for issues.

Selection Criteria

Minimum: Bachelor's degree in Computer Science, Information Systems Management, Mathematics, or a related field, as well as substantial experience managing large IT programs and coordinating or supervising the work of others.

Substitution: Additional qualifying experience may substitute for the education requirement on a year-for-year basis.

Desirable: Preference may be given to applicants with one or more of the following:
  • Experience transitioning to new technologies;
  • Establishing metrics to support level of project success;
  • Understanding of change control process;
  • Experience with making presentations to all levels of organization;
  • Experience with budgeting;
  • Work with ITIL Foundation coursework/certifications; and/or
  • Experience building and leading a team.

Additional Information

This is a flexible, 40 hour per week position Monday-Friday.

Please note: This is currently an overstrength position expected to last up to 2 years. This position is currently eligible for all County-provided benefits.

Each section of the application must be completed. A resume may be attached but will not substitute for the completed application. Do not enter "see resume" in the Education, Work Experience or Supplemental Questionnaire sections of the application. Incomplete applications will not be considered.

NOTE: This position is listed as "open continuous." Interested applicants are advised to submit their applications as soon as possible. Applications will be reviewed, and qualified applicants referred, on a continuous basis. Interviews will be conducted on a regular basis throughout the recruitment with candidates whose qualifications best fit our needs. If your application is received later in the recruitment process, it may not be reviewed or considered. The application process will close when the position has been filled or when a sufficient number of qualified applications have been received.

Arlington County Government employee benefits depend on whether a position is permanent, the number of hours worked, and the number of months the position is scheduled.

Specific information on benefits and conditions of employment can be found on the Arlington County Human Resources Department website:

Permanent, Full-Time Appointments
All jobs are permanent, full-time appointments unless otherwise stated in the announcement. The following benefits are available:

Paid Leave : Vacation leave is earned at the rate of four hours biweekly. Leave accrual increases every three years until eight hours of leave are earned biweekly for twelve or more years of service. Sick leave is earned at the rate of four hours biweekly. There are eleven paid holidays each year.

Health and Dental Insurance : Three group health insurance plans are offered - a network open access plan, a point-of-service plan, and a health maintenance organization. A group dental insurance plan is also offered. The County pays a significant portion of the premium for these plans for employees and their dependents. A discount vision plan is provided for eye care needs.

Life Insurance : A group term policy of basic life insurance is provided at no cost to employees. The benefit is one times annual salary. Additional life insurance is available with rates based on the employee's age and smoker/non-smoker status.

Retirement : The County offers three vehicles to help you prepare for retirement: a defined benefit plan, a defined contribution plan (401(a)), and a deferred compensation plan (457). The defined benefit plan provides a monthly retirement benefit based on your final average salary and years of service with the County. You contribute a portion of your salary on a pre-tax basis to this plan. General employees contribute 4% of pay; uniformed public safety employees contribute 7.5% of pay. Employees become vested in the plan at five years of service. The County also contributes to this plan.

For general employees, the County also contributes 4.2% of pay to a defined contribution plan (401(a)) . The County also matches your 457 contribution, up to $20 per pay period, in this plan. The 457 deferred compensation plan allows you to set aside money on either a pre-tax (457b) or post-tax (457 Roth) basis up to the IRS annual limit. New employees are automatically enrolled with a pre-tax contribution equal to 2% of your base pay.

Other Benefits: The County also offers health, dependent care, and parking flexible spending accounts; long-term care insurance; tuition assistance; transit and walk/bike to work subsidies; a college savings plan; wellness programs; training opportunities; and a variety of other employee benefits.

Permanent, Part-Time Appointments:
Part time employees who work ten or more hours per week receive paid leave and benefits in proportion to the number of hours worked per week.

Limited Term Appointments:
Benefits are the same as permanent appointments except that the employees do not achieve permanent status.

Temporary Regular Appointments:
Temporary regular employees who work 30 hours or more per week are eligible for health, dental, and basic life insurance as described above. They are also eligible for vacation, sick leave, and paid holidays.

Temporary Seasonal and Occasional Appointments:
Temporary employees who work on a seasonal basis or variable hours receive sick leave, but do not normally receive other paid leave or benefits. Exceptions are noted in individual announcements.


Do you have a Bachelor's degree in Computer Science, Information Systems Management, Mathematics, or a related field?
  • Yes
  • No
  • I am choosing to substitute my education for experience on a year-for-year basis


Please select if you have one or more of the following:
  • Experience transitioning to new technologies
  • Establishing metrics to support level of project success.
  • Understanding of change control process.
  • Experience with making presentations to all levels of organization.
  • Experience with budgeting.
  • Experience building and leading a team.
  • Work with ITIL Foundation coursework/certifications
  • None of the above


Please describe in detail your experience with the items selected above. If no experience, please put "n/a".

Required Question

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