Manager, Incident Problem Management

THIS IS A NON-CIVIL SERVICE POSITION
Salary Range:
$99, $163,237.00 Annually
Starting Pay:
$99,053.00 Annually
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Job Summary:
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.

Essential Functions:

• 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 2
• 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.

Minimum Qualifications:
Education:
Bachelor of Science degree in Information Technology Management, Computer Science, Computer Engineering or a related discipline from an accredited college or university.

AND
Experience:
Have six years of related experience including three years of supervisory responsibilities as discipline, evaluating the performance of and recommending the hiring, firing, and promoting of subordinate employees. At least one year of experience automating routine tasks, at least one year of experience supporting executive level VIP support, and excellent verbal and written communication skills. Previous IT experience in government is preferred.

OR
Equivalency Notes:
Have an equivalent combination of education and experience. Non- supervisory experience or education may not be substituted for the required supervisory experience.

Knowledge, Skills, & Abilities:

• 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.
• Ability to analyze and resolve complex business problems.
• Ability to supervise, plan, and schedule the work of a professional staff and coordinate large initiatives in an agency defined by cross-functional activities.
• Ability to analyze and resolve complex business problems.
• Excellent communication skills, which include the ability to prepare and deliver a cohesive strategy to executive leadership.
• Ability to communicate effectively orally and in writing with internal and external customers.
• Considerable experience in technical leadership.
• A mix of experience in various IT disciplines such as vendor management, software contracts, enterprise architecture, data governance and other disciplines will also be considered.

Additional Information
Background Check
Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.

Probation
All persons, including current City employees, selected for this position must complete a mandatory six-month probation.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Do not attach your request for accommodation to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER