Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50697151	Description Activated On: 10/10/2024 11:30:14 AM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

As the Employee Device & General Government Service Desk Manager you will oversee an Enterprise Employee Device Management team and Service Operations for the General Government Delivery Center. The General Government Delivery Center supports over 5,000 employees, contractors, vendors, and business partners across 10 agencies including the Governor’s Office, Office of Administration, Dept of General Services, Office of Budget, and several others. This role ensures the seamless delivery of IT support and device management services to all employees, enhancing the employee experience and aligning IT operations with business objectives. The role also focuses on optimizing IT processes, improving service delivery, and ensuring user-friendly interactions with IT systems and services.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

Oversee day-to-day operations of the Service Desk, ensuring efficient triage of employee IT support incidents, problems, and requests.

Monitor and improve service levels to ensure high-quality, timely resolution of support tickets.

Develop incident and problem management processes to minimize downtime and enhance user satisfaction.

Implement and track key performance indicators (KPIs), such as resolution times, user satisfaction, and first-contact resolution rates.

Ensure continuous improvement of service desk operations through training, feedback, and process refinement.

Lead the Field Support Team responsible for resolving complex on-site issues related to employee devices and IT services.

Coordinate the scheduling and deployment of field support technicians to assist with on-site problem resolution, device setup, and hardware repairs.

Ensure standardized procedures are followed across all field teams, ensuring consistency and efficiency in support delivery.

Monitor field performance metrics, including response times, on-site resolution rates, and customer feedback.

Oversee the lifecycle management of all employee devices (desktops, laptops, mobile devices), including procurement, deployment, maintenance, and retirement.

Lead the Device Management Team in ensuring that all hardware is up-to-date, secure, and compliant with company policies.

Develop and maintain policies for device provisioning, standardization, and asset management, ensuring cost-effective procurement and maintenance.

Implement device tracking and monitoring systems to ensure accurate inventory and prevent loss or mismanagement of assets.

Collaborate with senior IT leadership to align the endpoint and service desk strategies with broader organizational goals.

Lead the development of long-term plans for scaling device and support operations, particularly as the organization grows or adopts new technologies.

Evaluate and recommend new tools, technologies, and methodologies to improve IT support and endpoint management efficiency.

Implement ITIL-based service management processes to streamline incident, problem, and request management.

Lead initiatives to automate repetitive tasks within the Service Desk and Device Management processes, reducing manual effort and error.

Develop a Continual Service Improvement (CSI) program that identifies opportunities for enhancing IT service delivery, improving workflows, and reducing costs.

Manage relationships with external vendors providing hardware, software, and support services for employee devices and IT infrastructure.

Collaborate with key business stakeholders to understand IT service needs and ensure that the Service Desk and Device Management teams are meeting their requirements.

Ensure compliance with IT policies, security standards, and service-level agreements (SLAs) with third-party vendors and contractors.

Monitoring and analyzing Key Performance Indicators (KPIs), including service desk response and resolution times, customer satisfaction scores, device provisioning and lifecycle management efficiency, field support on-site resolution rates, and incident and problem closure rates.

Travel as required including overnight stays.

Perform other related duties as assigned.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

This role involves planning, directing, and managing IT resources to ensure the availability of endpoint and user management systems for both internal and external customers. The incumbent advises on IT strategies, including staff planning, budget proposals, and system design, while overseeing the implementation and management of technology solutions. Discretion and professional judgment are essential in handling complex and sensitive issues.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Communicates and collaborates effectively, oral and written.
2.	Leads, manages and motivates personnel.
3.	Builds productive and collaborative relationships with business owners.
4.	Solves problems; reconciles competing and conflicting priorities and interests.
5.	Manages large, complex projects, including contractor management.
6.	Plans for business continuity and disaster recovery.
7.	Travels as needed, including overnight status.
8.	Tracks and manages metrics to document continual service improvement.
9.	Analyze and interpret complex information.
10.	Ensues compliance with IT policies and Commonwealth management directives.