Technology Program Manager (Operations/Service Desk)
Apply NowCompany: City of Alexandria, VA
Location: Alexandria, VA 22304
Description:
Salary : $88,234.12 - $155,275.38 Annually
Location : Alexandria, VA
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: 2025-00172
Department: Information Technology Services
Division: CUSTOMER SERVIC
Opening Date: 11/25/2024
Closing Date: Continuous
Bargaining Unit: N/A
Technology Program Manager (Operations/Service Desk)
About the Department:The Information Technology Services Department is responsible for enterprise technology operations for the City of Alexandria. ITS provides technology services and solutions to City departments to enhance service delivery. ITS aligns its work with City needs by providing leadership, resources, expertise, and products that enable departments to better serve the City's residents, businesses, and visitors. ITS resources support initiatives funded through the multi-year Information Technology Capital Improvement Plan (IT/CIP) to improve the overall technology landscape. The City of Alexandria's ITS Department has been a Top Ten National Finalist in the Digital Cities Award program for over the past 19 years.
An Overview
The Department of Information Technology Services (ITS) is seeking a Technology Program Manager within the Operations Divisions (TPM-OPS/SD) who will lead the department's Service Desk. The Service Desk Technology Program Manager's (TPM) role is to manage Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk TPM is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service, quality, and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by providing in-person, hands-on support to end users when necessary.
What You Should Bring
You should have a demonstrated ability to be able to work independently, as well as a history of establishing and maintaining effective working relationships with coworkers, representatives of other departments and agencies. You must be able to communicate clearly and effectively, both verbally and in writing, as well as being able to manage staff. You should be able to show proactivity in continuously improving your job knowledge and technical and functional skills through training opportunities and self-study. Our ideal candidate will have considerable hands-on experience leading, developing, maintaining, and supporting multi-departmental technology programs. Some of the primary objectives of this role include 1) effective management of Service Desk technicians and their response to support needs of staff and elected officials, 2) ensuring a timely and efficient equipment replacement program, 3) management and continued enhancement of service management ticketing system, 4) liaison to multiple IT-Coordinators, providing guidance and advice regarding general operations, technology purchases, best practices, and policy.
The Opportunity
The Technology Program Manager (Operations/Service Desk) will play a lead role in the development of policies and procedures to effectively provide technical support to customers. The incumbent will directly manage a team of technical support engineers and work closely with departmental IT coordinators. This enterprise-wide service desk supports all departments in a variety of ways to include support tickets, equipment replacement, and general IT operations and procedures. Examples of duties include:
Strategy & Planning
Minimum & Additional Requirements
A bachelor's or higher degree from an accredited college or university in computer science, information systems, or closely related field. Four (4) years of information technology experience, one year of which, shall include experience in a lead or supervisory capacity, performing a variety of progressively responsible technical and/or analytical tasks for computer systems or services in one or more of the six major domains or a closely related or emerging information technology field.
Preferred Qualifications
Notes
This position requires successful completion of pre-employment checks including but not limited to criminal background and drug screening. This position may be occasionally required to be available after normal working hours to support applications and to respond to the City's Emergency Operations Center (EOC) when it is activated.
We are proud to welcome you to explore the City of Alexandria's excellent benefits and programs!
The benefits referenced on this site, may be changed from time to time without notice. Also, temporary and some part-time positions are not eligible for these benefits. For further information, please contact the Benefits Division of the Department of Human Resources at [redacted] or email
01
Do you have a bachelor's degree?
02
Do you have four (4) years of information technology experience, of which one year includes experience in a lead or supervisory role, performing a variety of technical and/or analytical tasks?
03
Do you have state or local government experience? Y/N. If so, please explain your experience.
04
Do you have experience leading an enterprise service desk? Y/N/ If yes, please describe the specific systems, technologies, and direct reports you have worked with and managed .
05
Do you have experience of working with and administering an automated service management ticketing system? Y/N. If yes, please describe the system(s) you are familiar with and your role in their management.
06
Do you have experience managing budgets? Y/N. If yes, please briefly describe your roles and responsibilities related to budget planning and execution.
07
Do you have experience directly supervising staff? Y/N. If yes, please briefly describe your direct management experience including the number of direct reports.
08
Please list your relevant certification related to this job opportunity:
Required Question
Location : Alexandria, VA
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: 2025-00172
Department: Information Technology Services
Division: CUSTOMER SERVIC
Opening Date: 11/25/2024
Closing Date: Continuous
Bargaining Unit: N/A
Technology Program Manager (Operations/Service Desk)
About the Department:The Information Technology Services Department is responsible for enterprise technology operations for the City of Alexandria. ITS provides technology services and solutions to City departments to enhance service delivery. ITS aligns its work with City needs by providing leadership, resources, expertise, and products that enable departments to better serve the City's residents, businesses, and visitors. ITS resources support initiatives funded through the multi-year Information Technology Capital Improvement Plan (IT/CIP) to improve the overall technology landscape. The City of Alexandria's ITS Department has been a Top Ten National Finalist in the Digital Cities Award program for over the past 19 years.
An Overview
The Department of Information Technology Services (ITS) is seeking a Technology Program Manager within the Operations Divisions (TPM-OPS/SD) who will lead the department's Service Desk. The Service Desk Technology Program Manager's (TPM) role is to manage Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk TPM is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service, quality, and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by providing in-person, hands-on support to end users when necessary.
What You Should Bring
You should have a demonstrated ability to be able to work independently, as well as a history of establishing and maintaining effective working relationships with coworkers, representatives of other departments and agencies. You must be able to communicate clearly and effectively, both verbally and in writing, as well as being able to manage staff. You should be able to show proactivity in continuously improving your job knowledge and technical and functional skills through training opportunities and self-study. Our ideal candidate will have considerable hands-on experience leading, developing, maintaining, and supporting multi-departmental technology programs. Some of the primary objectives of this role include 1) effective management of Service Desk technicians and their response to support needs of staff and elected officials, 2) ensuring a timely and efficient equipment replacement program, 3) management and continued enhancement of service management ticketing system, 4) liaison to multiple IT-Coordinators, providing guidance and advice regarding general operations, technology purchases, best practices, and policy.
The Opportunity
The Technology Program Manager (Operations/Service Desk) will play a lead role in the development of policies and procedures to effectively provide technical support to customers. The incumbent will directly manage a team of technical support engineers and work closely with departmental IT coordinators. This enterprise-wide service desk supports all departments in a variety of ways to include support tickets, equipment replacement, and general IT operations and procedures. Examples of duties include:
Strategy & Planning
- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems.
- Plan and conduct performance appraisals of Service Desk staff.
- Awareness, preparation, and execution on appropriate product roadmaps.
- Prepare budget proposals and operational expenditure statements - both operational and capital funding sources
- Collaborate with other departments to identify and/or procure Service Desk technology for internal staff and external clients.
- Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
- Liaise with vendors for the procurement of new systems technologies (such as ticketing systems); oversee installation and resolve adaptation issues.
- Ensure appropriate training initiatives for new and existing staff.
- Purchasing and deployment management
- Manage the equipment replacement program with goal of transparency and timeliness of replacements that meet city standards.
- Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
- Develop and enforce request handling and escalation policies and procedures.
- Track and analyze trends in Help Desk requests and generate statistical reports.
- Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and communication of help sheets, usage guides and FAQs for end users.
- Manage and coordinate the surplus equipment processes following established guidelines.
- Ensure Operating Systems are managed and appropriately upgraded.
- Coordinate third-party patching needs/requirements.
- Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
- Oversee the development, implementation and administration of service desk staff training procedures and policies.
- Train, coach and mentor Service Desk Technicians and other junior staff.
- Manage the overall desk activities and staff.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Attend Change Advisor Board (CAB) meetings.
- Monitor incident trends and anticipate potential problems for proactive resolution.
Minimum & Additional Requirements
A bachelor's or higher degree from an accredited college or university in computer science, information systems, or closely related field. Four (4) years of information technology experience, one year of which, shall include experience in a lead or supervisory capacity, performing a variety of progressively responsible technical and/or analytical tasks for computer systems or services in one or more of the six major domains or a closely related or emerging information technology field.
Preferred Qualifications
- Experience managing people, policies and procedures within an enterprise-wide technical service desk
- Knowledge of computer hardware, including specification review that meets needs of customers.
- Working knowledge of a range of diagnostic utilities to support issue resolutions.
- Experience effectively operating the communications and logistics of an enterprise computer replacement program.
- Familiarity and experience with the advanced principles of ITIL
- Proven track record of developing and providing SLAs and Service Desk deliverables.
- Demonstrated progressive experience in the management of a technical support team.
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Strong customer service orientation to include experience supporting executives and elected officials.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Highly self-motivated and directed with keen attention to detail.
- Proven team-oriented and skilled in working within a collaborative environment.
- Appropriate technical certifications relate to service desk management.
Notes
This position requires successful completion of pre-employment checks including but not limited to criminal background and drug screening. This position may be occasionally required to be available after normal working hours to support applications and to respond to the City's Emergency Operations Center (EOC) when it is activated.
We are proud to welcome you to explore the City of Alexandria's excellent benefits and programs!
The benefits referenced on this site, may be changed from time to time without notice. Also, temporary and some part-time positions are not eligible for these benefits. For further information, please contact the Benefits Division of the Department of Human Resources at [redacted] or email
01
Do you have a bachelor's degree?
- Yes
- No
02
Do you have four (4) years of information technology experience, of which one year includes experience in a lead or supervisory role, performing a variety of technical and/or analytical tasks?
- Yes
- No
03
Do you have state or local government experience? Y/N. If so, please explain your experience.
04
Do you have experience leading an enterprise service desk? Y/N/ If yes, please describe the specific systems, technologies, and direct reports you have worked with and managed .
05
Do you have experience of working with and administering an automated service management ticketing system? Y/N. If yes, please describe the system(s) you are familiar with and your role in their management.
06
Do you have experience managing budgets? Y/N. If yes, please briefly describe your roles and responsibilities related to budget planning and execution.
07
Do you have experience directly supervising staff? Y/N. If yes, please briefly describe your direct management experience including the number of direct reports.
08
Please list your relevant certification related to this job opportunity:
Required Question