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City of Baltimore · 1 month ago

Manager, Incident Problem Management (NCS) - BCIT

Baltimore, MD

Full-time

Onsite

Mid, Senior Level

$99K/yr - $163K/yr

6+ years exp

The City of Baltimore is seeking a Manager for Incident Problem Management within the Baltimore City Office of Information and Technology. This role is responsible for managing the incident management process for critical incidents and ensuring excellent customer service for executive-level support, while also looking for opportunities to improve and automate processes.

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Responsibilities

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

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

Qualification

Incident ManagementExecutive Level SupportAutomation of TasksProject PlanningTechnical LeadershipVendor ManagementData GovernanceCommunicationProblem Solving

Required

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

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

Excellent verbal and written communication skills

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

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

Preferred

Previous IT experience in government

A mix of experience in various IT disciplines such as vendor management, software contracts, enterprise architecture, data governance and other disciplines