Director of Employee Devices & IT Service Operations (Information Technology Executive 3)

$112,450 - $167,179/Yr

Commonwealth Of Pennsylvania

Part-time - Senior

Remote

Administration of Human Resource Programs

About the position

The Director of Employee Devices & IT Service Operations is a leadership role within the Office of Information Technology (OIT) responsible for overseeing the management of employee devices and IT service operations for the General Government Delivery Center. This position plays a crucial role in enhancing IT support experiences for over 80,000 employees across various state agencies, ensuring seamless service delivery and alignment of IT operations with business objectives. The director will focus on optimizing internal processes and improving user interactions with IT systems and services.

Responsibilities

• Oversee the Enterprise Employee Device Management team and service operations for the General Government Delivery Center.
• Ensure seamless delivery of IT support and device management services to over 5,000 employees, contractors, vendors, and business partners.
• Enhance the employee experience by aligning IT operations with business objectives.
• Optimize IT processes and improve service delivery across the state.
• Facilitate user-friendly interactions with IT systems and services.

Requirements

• Twelve years of professional information technology experience; or eight years of professional information technology experience and a bachelor's degree; or an equivalent combination of experience and training.
• At least 5 years of experience leading customer support teams for large enterprises.

Nice-to-haves

• 5 years of experience using ITIL processes for incident, problem, and request management.
• Experience working with service management tools (e.g., ServiceNow, Jira) and endpoint management platforms (e.g., SCCM, Intune).
• Strong analytical and decision-making skills with a focus on data-driven process improvement.
• Exceptional leadership and communication skills, with the ability to collaborate across technical and non-technical teams.

Benefits

• Multiple health plans including health coverage, vision, dental, and wellness programs.
• Competitive wages and multiple retirement and investment plan options.
• Generous paid leave benefits including paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays.
• Flexible work schedules and work-from-home opportunities.
• Opportunities for internal mobility and professional development.
• Employee-only discounts and rates on a variety of services and memberships.