Manager, Incident Problem Management; NCS - BCIT

Position: Manager, Incident Problem Management (NCS) - BCIT
** THIS IS A NON-CIVIL SERVICE POSITION
**** Salary Range:*****$99,053.00 - $ Annually
****** Starting Pay:******$99,053.00 Annually
***** Get to Know Us
** Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work.

In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.

This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here:
*
* 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…