Service Desk Team Lead - Non-Merit

Regular Schedule: 34 hours per week A Non-Merit vacancy exists in the Office of Information Technology.

Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.

A list of eligible applicants will be established based on the examination as outlined below.

Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants.

All interested candidates must apply at this time.

List all promotions and changes in job duties due toreclassification as separate work experiences on your application.

Applicants must include the dates of the promotions and reclassifications.

Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered.

A resume will not be considered in determining your qualifications for a position.

Applicants selected for an interview may provide a resume at that time.

You can attach your transcript(s) or license(s) to your application.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered.

Proof of licenses, certifications, and/or education must be submitted with each application.

Examples of Duties DEFINITION OF RESPONSIBILITY Overseeing day-to-day IT Service operations while ensuring quality and adherence to SLAs and KPIs.

Leading incident, problem management, change management, service improvement, and the IT Service Desk Team.

Working with a subordinate is responsible for team scheduling, hiring, reviews, and managing staff of 17 in a 24x7x365 operations center.

Must be familiar with Active Directory, Windows 11, SCCM, enterprise printer management, Bomgar Remote Support, Microsoft Office 365, Cherwell ITSM or similar ticketing system.

EXAMPLES OF ESSENTIAL DUTIES * Oversee functional groups of the NOC/Service Desk Team (3 shifts). This is inclusive of Coaching/Mentoring employees, managing employee resources, leave, scheduling assignments and other day to day 24X7X365 operations.

* Work on Customer Satisfaction issues, escalation management and response and resolution.

This is inclusive of Emergency responses.

* Perform management duties such as hiring, training, performance evaluations, and PIPs progress monitoring.

* Collaborate with internal/external teams to learn business processes and recommend business process improvement for NOC/Service Desk to support those business processes.

* Assist with Network Operations Center (NOC) email queue when necessary * Coordinate escalation to other OIT Teams as needed * Mentor NOC personnel on hardware and software problem analysis and resolution * Keep up-to-date information in ITSM Knowledge Base to assist with troubleshooting on all Tiers.

* Main contact for project implementations to review & implement support methodology.

* Ensure a high level of customer service and oversee that first call resolution will be provided by all team members.

* Ensure that NOC members are aware of upcoming changes to production systems and environments.

* Ensure Priority 1 SOPs are being followed.

* Serve as Change Advisory Board Facilitator.

EXAMPLES OF OTHER DUTIES Other duties as assigned.

(NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class.

They may not include all of the essential job functions of each position in the class.

Each position may not be required to perform all of the essential job functions listed.) Qualifications Required Qualifications AA Degree in Information Technology, or a related field plus a minimum of (4) years technical and troubleshooting experience (IT Service Desk/NOC/Other IT related position). Preferred Certifications: * HDI Support Center Analyst * HDI Support Center Team Lead Certification * Information Technology Infrastructure Library (ITIL) Foundations Certification * Information Technology Infrastructure Library (ITIL) Service Desk Analyst Certification * MCP and/or A-Plus Training or Certification Proof of Licenses, Certifications and Education Applicants are required to submit proof of licenses, certifications and education beyond high school to meet the required and preferred qualifications of the position.

Diplomas or transcripts must show the applicant's major field of study.

Copies and unofficial transcripts are acceptable.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered.

Proof of licenses, certifications, and/or education must be submitted with each application.

Proof of Degree Equivalency Applicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc.

Mail or deliver documents to: ATTN: Service Desk Team Lead - Non-Merit Office of Human Resources Baltimore County Government 308 Allegheny Ave.

Towson, MD 21204 You can attach your transcript(s) or license(s) to your application.

EXAMINATION PROCEDURE Applicants will be qualified based on an evaluation of their training and experience, as stated on their application.

Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.

Conditions of Employment This position works an average scheduled work week of 34 hours, Monday through Friday.

Persons appointed to this position may work extended hours, nights, weekends, and holidays as required.

Employees may be subject to call to duty as required.

Employees in this position must be available for on-call rotation for production problems 24 hours a day, 7 days a week.

Perform off-hours system changes and updates.

Travel within Baltimore County, and outside of the County for work and training.

May be required to use their own vehicle to respond to remote sites for troubleshooting and repair work.

Incumbents must be of good moral character and emotionally stable.

Physical and Environmental Conditions The work of this classification is essentially sedentary, and involves the use of computers and office machinery.

Employment Background Investigation Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check.