This announcement will be used to fill a full-time permanent Chief, Project Management, Planning & Customer Service position in the Office of Information Technology with Anne Arundel County Government. Work locations include the Arundel Center (downtown Annapolis), Heritage Complex (Riva Road), and Millersville Public Safety location. A background check is required for this position.
Under the direction of the Information Technology Officer, the Project Management, Planning, and Customer Service Chief provides leadership and support services for the Office of Information Technology project management, planning, and customer service departments. Duties include performing professional administrative and managerial duties related to project management and analysis of programs, organizational structure, Help Center, PC Technicians, many types of endpoint devices, Public Safety Mobile technology, and other technical equipment in a 24/7 work environment, policy development and control and management of large and complex budgets.
NATURE AND VARIETY OF WORK
The incumbent is responsible for the establishment and operations of the OIT Project Management, Planning, and Customer Service department, administers information technology strategies and programs, evaluates the County's need for new technologies, and develops and implements new processes. An employee in this classification is the principal point of contact for the project management, planning, and customer service department in the OIT and is responsible for project management activities, planning activities, and the Help Desk. This employee provides technical oversight to ensure business requirements are met, aligns resources, and manages change. The incumbent is required to possess knowledge of the theories, principles, and practices of project management, knowledge of technical information systems, ability to demonstrate and provide leadership and collaboration in diverse business experiences to address operational methodologies in project planning and management, technology investments (such as PC Refresh), and customer service. Work involves the development of methods and tools to improve department strategies, cost estimates, and staffing plans to negotiate effectively at all levels of management and peers. The complexity of work is characterized by extensive and continuous project planning, analysis, coordination, customer relations, and implementation of the County-wide information technology systems.
Work is performed with considerable independence within established policies, regulations, and technical guidelines for use of Office of Information Technology, and is reviewed by a superior through conferences and reports.
Examples of Duties and Knowledge, Skills and Abilities:
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimal qualifications and salary levels for this class. They are not intended to include all of the essential functions of the class.)
Project Management Office (PMO):
Manage the development and operation of a professional project management organization.
Develop and implement and refine effective project management practices and procedures.
Collaborate with Senior Leadership to develop and implement department budget and Project Management program elements.
Manage the incorporation of effective Project Management within all OIT and non-OIT IT-related projects including: setting standards for how projects are planned and executed; ensuring project management standards are followed; gathering and reporting project data and projection of information for management review; and providing a source of guidance, advice, and resources for project managers.
Planning:
Establish tactical and strategic plans for the development and deployment of County technology platforms.
Identify best practices in all areas of OIT responsibility.
Ensure county IT-related initiatives adhere to strategic and tactical plans and represent technically and fiscally responsible investments.
Work with team members and customers to develop technology road-maps for core areas and departments.
Customer Service:
Responsible for the delivery of responsive and effective support services to staff and other IT users within the County.
Oversees the help desk staff, including support and field technicians.
Oversees the training and coaching of team members on effective methods to research, troubleshoot, and access product or technical updates.
Oversees the incoming trouble ticket system to the appropriate resources based on skill set, availability, and workload.
Ensure outstanding level of customer service delivery from team members.
Perform other duties as required.
KNOWLEDGE, SKILLS, AND ABILITIES
Extensive knowledge of the theories, principles, and practices of project management, including planning, developing, and Business Case development.
Extensive knowledge of applicable best practices and regulations related to project management and Information Technology in general.
Thorough knowledge of budget development, cost control, and experience in cross-functional project management methods and techniques.
Thorough knowledge of information technology applications, processes, software, and equipment.
Thorough knowledge of supervisory practices and principles.
Considerable knowledge of risk management methods and tools used for risk assessment and mitigation of risk.
Skill in project management and technical planning of information technology projects.
Skill in effective written communication, working in groups, and meeting facilitation.
Ability to plan, develop and implement strategies, policies, procedures, and standards to organize and control projects effectively.
Ability to understand, interpret, and apply applicable laws, rules, regulations, policies, procedures, budgets, and contracts.
Ability to analyze project management situations, identify problems, and recommend solutions
Ability to exercise sound judgment, apply performance management skills, and evaluate work, plan, schedule, coordinate, and supervise the work of technical personnel.
Ability to communicate effectively and establish and maintain working relationships with county officials, employees, contractors, and the public.
Supplemental Qualifications:
Preference will be given to applicants who possess the following:
Ten years or more of experience in technical project management
Prior Experience managing IT Customer Service or Help Desk roles
Five or more years of experience as a supervisor
Project management experience
Portfolio management experience
Experience developing and managing a budget
Experience in the development of business cases
Experience in State or Local Government
Excellent customer service skills
Experience with forming an organization to industry standards best practices
Google tools experience
Project Management Professional (PMP) Certification
Note: A background check is required for this position.
