Service Desk Manager (IT Assistant Director I)

Maryland Department of Transportation; Baltimore (MD); Hybrid; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking an experienced IT professional to lead its Service Desk and support services. This role involves overseeing daily operations, managing a diverse team, and ensuring high-quality customer support. The ideal candidate will have extensive experience in IT management, troubleshooting, and project coordination. This position offers a hybrid work schedule and a comprehensive benefits package, including generous leave and health plans. If you're passionate about technology and customer service, this role is a fantastic opportunity to make a significant impact in a vital state agency.

Benefits

Generous benefits package

11 paid holidays

27 days of leave annually

Access to State Pension System

Health, dental, and vision plans

Qualifications

• Six years of management experience in IT, including Help Desk.
• Experience in planning, systems analysis, and operations.

Responsibilities

• Oversee Service Desk operations and manage IT support staff.
• Conduct advanced troubleshooting for network and system issues.

Skills

IT Management

Troubleshooting

Customer Support

Network Management

Project Management

Education

Bachelor's Degree in IT

Tools

Net+

MCSA

MCSE

CCNA

CCNP

VCP

Job description

Open Until Filled

EXECUTIVE SERVICE

(This position serves at the pleasure of the Appointing Authority.)

The Maryland Transportation Authority (MDTA) owns, operates, and maintains eight major toll facilities comprised of four bridges, two tunnels, and two turnpikes, across the State of Maryland. For over 50 years, the MDTA has provided Maryland's citizens and visitors with safe, secure and convenient transportation facilities. We are committed to quality and excellence in customer service, and we rely on our organization's values, traditions and – most importantly – our employees to achieve these goals.

Nature of Work: The MDTA is seeking an experienced IT professional to oversee its Service Desk, Mobile Device Management and Mobile Phone Management, and Support Services within the Customer Support Office of the Division of Information Technology. This position is responsible for planning, organizing and supervising collaborative work assignments of MDTA employees and contractors and the day-to-day operations of the Customer Support Office. The duties and responsibilities for this position include, but are not limited to, the following:

• Direct, oversee, and provide general computer and system support for power outages affecting network connectivity, various systems and application issues, password resets, data security and encryption, etc.;
• Manage the daily workload of the Service Desk and ensure technical issues are handled, prioritized, progressed, and customers are kept informed;
• Conduct advanced troubleshooting with the ability to efficiently identify and address technical issues, including desktops, servers, firewalls, and networks;
• Provide managerial direction, planning, coordination, and oversight to a diverse staff of IT professionals;
• Prioritize projects and daily work assignments, determine staffing requirements, develop work plans and deadlines;
• Direct, manage, and oversee the planning, implementation, and support of mobile devices and systems, including Livescan, License Plate Reader Program, Computer Automated Dispatch, etc.;
• Direct, manage, and oversee the planning, configuration, installation of mobile applications, deployment processes, and ongoing support and tracking of all MDTA mobile devices; and
• Assist the IT Assistant Director of Customer Support in planning, designing, evaluating, testing, procuring, and implementing new enterprise-wide applications or systems to be used across the Maryland Department of Transportation (MDOT) and MDTA.

This position will report directly to the IT Assistant Director, Customer Support. The current vacancy is located in Baltimore, MD. Hybrid telework schedules may be available for this position.

MDTA employees are offered a generous benefits package including a minimum of 11 paid holidays, a minimum of 27* days of leave annually (personal, vacation, and sick), access to the State Pension System, deferred compensation plans, excellent health, dental, and vision plans, and more! *May be prorated based on start date.

PREFERRED QUALIFICATIONS:

Education: Possession of a Bachelor's degree from an accredited college or university.

Experience: Six years of management or supervisory experience in information technology in at least two of the following areas: planning, systems analysis, computer programming or operations. Three years of this experience must be in a Help Desk or Service Desk environment creating, managing, and supporting end-user accounts.

The ideal candidate will possess the following:

• Net+, Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), or VMware Certified Professional (VCP) certifications
• Two years of experience working in the Federal Government

Please include all relevant experience on your application. This includes but is not limited to, full or part-time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for.If you have held more than one (1) position at the same employer, please list each position that you held and the length of time that you held each position.

Notes:

1. Applicants may substitute graduate education in computer science or in directly related fields on a year-for-year basis for up to two years of the required experience.

2. Applicants may substitute additional management or supervisory experience as defined above at the rate of six months of experience for one year of education for the required college education.

3. U.S. Armed Forces military service experience as defined under the Minimum Qualifications may be substituted for the required education and experience on a year-for-year basis.None.

APPLICATION PROCESS:

Please apply online at https://www.governmentjobs.com/careers/mdotmd RESUMES CANNOT BE SUBSTITUTED FOR THE ONLINE EMPLOYMENT APPLICATION. Paper applications (Form DTS-1) will not be accepted for this recruitment.

NOTES:

Please be advised that the State of Maryland is dedicated to a drug-free workplace, and as a result, employees are subject to the State's Substance Abuse Policy, including possible drug testing. Selected candidate(s) may be subject to background and reference checks.

The incumbent in this position is not a member of a covered bargaining unit.

For education obtained outside the U.S., at the time of application, you are required to provide proof of the equivalent American education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (http://www.naces.org) or World Education Services: International Credential Evaluation (https://www.wes.org/). This must be submitted as an attachment with the application for the position in which you are applying.

The Maryland Transportation Authority is not sponsoring new employees in the application of the H-1B Visa or providing an extension of an existing H-1B Visa currently due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H-1B Visa candidates from paying sponsorship fees, all sponsorship fees must be assumed by the potential employer.

WE ARE AN EQUAL-OPPORTUNITY EMPLOYER. MDTA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.

MDOT has various careers for people of all experiences, backgrounds, and abilities who come together to contribute to one mission - connecting our customers to life’s opportunities. Join us in serving our Maryland residents, visitors, and businesses!

Reasonable Accommodations for persons with disabilities will be provided upon request.

Appropriate auxiliary aids and services for qualified individuals with disabilities will be provided upon request. Please notify in advance. MD Relay Service Number 1-800-735-2258 (TTY Number: 711).

Bilingual applicants are encouraged to apply.

Issue Date: 05/09/2025