Team Director - End User Services

Introduction

Looking for a rewarding career in the fast-paced technology industry? Look no further! The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with 'best in class IT companies' offering our employees experience operating with some of the most talented in their field. In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale. To learn more visit DTI’s Website at https://dti.delaware.gov/ DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

Summary Statement

The Director of End-User Services (EUS) is a key leadership role responsible for leading 24/7 statewide technology support services that span across each branch of government and K-12. This position is also responsible for developing innovative strategies that focus on improving customer experience by enabling the support services function to be more proactive and less burdensome to customers while reducing hardships on service delivery teams. The position is accountable for implementing sustainable support models and delivering mission-critical technical services to all state government partners. As part of the Office of Partner Services, the Director of End-User Services will work together with the Director of Partner Engagement to strengthen relationships with the user community and ensure customer success. The Director of EUS is responsible for working with key stakeholders, which include customers, service owners, and industry partners, to fully understand the business functions and their needs to maximize the value of the EUS Team. This position requires exceptional leadership skills and proven ability to build and sustain effective teams. The ideal candidate must have a significant understanding of IT processes, such as service management, change management, and business analysis. Experience and ability to oversee, manage, and prioritize budgets and expenditures is a must. The ideal candidate possesses exceptional analytical, interpersonal and communication skills with a proven ability to build relationships with and influence external and internal partners and stakeholders of all levels. The Director must be a resilient, hard-working, hands-on, and determined self-starter and problem solver. This position reports to the Chief of Partner Services.

Preferred Qualification

Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.

• Possession of a Bachelor’s degree is preferred, with emphasis in Computer Science, Information Technology, Telecommunications, Networks, Security, I/T Discipline or a related field.
• Possess a minimum of three years of experience in Enterprise contract review and negotiation experience.

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• Lead the 24/7/365 Service Desk and Enterprise Desktop/LAN (EDL) teams. Accountable for overall performance and employee development.
• Develop and implement innovative strategies that leverage technology to make the support function more intuitive & proactive.
• Development and maintenance of day-to-day support operating procedures.
• Work with IT Leaders in developing support policies and procedures.
• Conduct regular meetings with service owners, IT management, and support team members to gain feedback on performance and support issues.
• Work in partnership with customer engagement and service delivery teams in handling and responding to service issues, problem analysis and making requested service improvements.
• Work with internal/external IT Leaders to promote teamwork and implement standards, policies and procedures that will improve end-user experience while reducing hardships on technical personnel.
• Create a dynamic customer-facing communication strategy to highlight operational status, real-time service disruptions, and general IT informational announcements.
• Collect and analyze metrics to identify trends, prioritize workload, and measure performance.

Job Requirements

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

• Possession of a Bachelor’s degree, with emphasis in Computer Science, Information Technology, or related field or equivalent work experience.
• Possess a minimum of 5 years’ experience in senior leadership.
• Possess a minimum of 5 years’ experience leading a technical team.
• Possess a minimum of 3 years’ experience in strategic planning demonstrating the ability to develop, analyze and decide among alternative solutions to current and anticipated IT needs.
• Possess a minimum of 3 years’ experience in developing policies or procedures to meet IT needs.
• Possess excellent communication skills (verbal and written) as well as effective presentation skills.

Conditions of Hire

Criminal background check: A satisfactory fingerprint based criminal background check administered by the Delaware State Police is required as a Condition of Hire. All applicants must be legally authorized to work in the United States. DTI participates in the Federal E-Verify system where we will provide the federal government with each Executive Branch new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information visit our Job Seeker Resource web page. DTI does not provide employment-based sponsorship.

Benefits

DTI’s Benefits to Include:

• Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending (Health and Dependent Care), Long & Short Term Disability Insurance, Group Universal Life Insurance, Accident & Critical Illness Insurance, Health Management Programs.
• 21 paid vacation days, 15 paid sick days, 13 paid holidays, Up to 12 weeks paid Parental Leave.
• Tuition reimbursement up to $4,000 annually.
• State funded learning opportunities, mentor programs and professional development opportunities.
• Employee Assistance Program: Access to support services such as Professional Counseling Services, Legal Services, Financial Services.
• Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement Savings Plan available.

To learn more about the State’s comprehensive benefit package please visit our website at Delaware State Employee Benefits

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at https://statejobs.delaware.gov/

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance. The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.

Selection Plan

Ongoing application review.