1 H22170, page 1 Nothing in this job description restricts management s right to assign or reassign duties and responsibilities to this job at any time. FUNCTIONAL DUTIES This is a non-career term job at the Metropolitan Washington Airports Authority (Airports Authority). Serves as IT Service Delivery Manager in the Program Support Department of the Office of Technology (Office). Provides strategic leadership of the functional areas within the Service Delivery Division (Help Desk, Desktop Support, Desktop Engineering, and ITIL Service Management). Provides strategic and operational leadership in the oversight and support of identifying and implementing cost-effective strategies to improve IT services and IT service support processes, and increase efficiency. Evaluates new tools, best practices, technologies, and approaches to IT service delivery problems. Fosters an innovative, customer-focused support organization whose goal is to ensure customers expectations are met, if not exceeded. Performs related functions. Through subordinate organizations, staff and consultants, or personally: --Oversees the IT Service Desk operations as the single point of contact for all customer requests, incidents, and escalations including IT Help Desk Support, Desktop Support, and Desktop Engineering Services 24/7 to the Airports Authority. Ensures staffing and resources are available to maintain 24/7 coverage (planning, staffing plans, employee workloads, assignments, etc.). Allocates resources, assigns priorities and makes adjustments, as needed. --Oversees the Help Desk/Desktop Support operations including the management, installation, operations, and maintenance of IT Services for Airports Authority employees, including, but not limited to, desktop and laptop computers, personal and network printers, telephones, radios, computer/data interfaces, etc. Handles hardware and software trouble shooting for PCs/laptops/printers; desktop support and administration; software applications installation and support; database/folder access; basic security troubleshooting; and addressing general questions. May assist customer service representatives with complex/escalated issues. In the absence of subordinate supervisor(s) supervisor may supervise the work of customer service representatives. --Develops IT Service Desk strategy and service road maps to maintain and promote consistent customer satisfaction standards. Develops and maintains partnerships with business and key stakeholders both internal and external to the Airports Authority to create a service-oriented and customer-focused IT Services environment and to define the proper metrics and key performance indicators (KPIs) in evaluating IT Service delivery quality and performance levels. Establishes quality goals and metrics to ensure maximum issue resolutions in minimum time. --Analyzes, reviews, measures, and reports on service level performance against agreed upon service level agreement (SLA) with service provider (internal and external). Works closely with the business and service providers to negotiate and agree on service level requirements of any proposed new services and change to existing service. Acts as a change agent to implement and manage quality improvement. --Develops, implements, and oversees policies and procedures for IT Services. Ensures that policies and procedures call for consistent service levels and quick resolutions to customer
2 H22170, page 2 issues/problems. Evaluates new tools, best practices, technologies, and approaches to IT Service delivery problems/issues for incorporation into IT Services policies and procedures. Ensures new policies, procedures, practices, and protocols are aligned to proven Best Practices and are in compliance with Airports Authority rules and regulations, Federal and state laws and regulations that govern the Airports Authority. --Responsible for the administration and maintenance of the IT Service Desk ticket management system, Service-Now; promotes the proper use of the tool and ensures end users are properly trained to ensure the maximum benefit to the Airports Authority. Utilizes Service-Now to identify improvement opportunities. Performs regular ticket reviews. Monitors and evaluates the quality of inbound and outbound telephone calls. Handles escalated and unresolved calls and incidents. --Coordinates the evaluation and review of new, standard equipment and development and implementation of long range technology plans for standard equipment with senior leadership and other managers within the Office. Oversees desktop installation, configuration, deployment, and administration to ensure successful interaction and integration of enterprise systems management and application systems into the enterprise desktop environment, including hardware, software and patch deployments, and enterprise remote access, networking, and enterprise applications. Manages test lab activities of hardware and software applications. Provides support for Tier III desktop incidents. May act as Work Station Support Technician, if necessary. --Manages ITIL practices. Refines the Incident and Problem Management processes; documents processes and reports on process improvement measurements. Works with IT Engineering and other IT Operations teams to incorporate customer feedback and address key support and usability concerns for customers. Plans, designs, and analyzes the IT Services operations according to IT Service Management (ITSM) best practices. Promotes and supports the implementation of IT Infrastructure Library (ITIL) processes and ITSM service delivery model throughout the Office. --Develops and monitors IT Services operating and capital budgets; provides comparison and cost analysis regarding third-party solution integration with existing services. Manages vendor services/budgets for field support of printer and copiers, contract and support staffing, and network and telecommunications service providers. Assists supervisor with the integration of the IT Services budget into the Program Support Department budget. --Ensures subordinate staff is properly trained when existing products are updated or when new products are introduced. May develop and implement formal training on updates or new products for all Airports Authority employees. --Communicates and interacts effectively with internal and external business contacts including, but not limited, to other members of the unit/team, other Airports Authority employees (such as executives, managers, supervisors, professionals, and support staff), and vendors/suppliers/ tenants.
3 H22170, page 3 --Uses a computer and (a) modern office suite software such as MS Office to communicate ( ); plan; schedule, word process; prepare presentations and graphics; manipulate data (spreadsheets and databases); and research (Internet use to research new products and keep up with technology); (b) enterprise system/software (such as ERP) for requisitioning, budgeting, time and attendance, and other functions, and (c) specialty systems/software used in the Department such as Service Now. --Operates a motor vehicle on and off the airport complexes to attend meetings, visit jobs sites, and perform related functions. --*Performs other duties as assigned or as determined on own initiative.* MANAGERIAL AND SUPERVISORY DUTIES In the context of team functions and operations, provides: Organizational Planning Establishes goals. Develops program plans and milestones. Assigns priorities. Develops policies and procedures. Projects budget requirements and allocates available resources. Program Direction Communicates organizational goals. Keeps employees and other managers informed. Develops and establishes review systems to assist in achieving goals. Reviews costs, manages fiscal resources and maintains control over assigned Airports Authority resources and assets. Human Resource Management Selects, assigns and develops employees. Delegates and assigns work. Evaluates employee performance and administers human resource management programs established by the Airports Authority. Ensures the application of EEO principles and adheres to EEO requirements. Monitors supervisory and non-supervisory staff members, as well as consultants. Provides formal and informal training for staff members. Program Evaluation Reviews program quality and progress toward achieving goals on a periodic basis. Takes corrective actions to maintain work progress on schedule, improve employee performance or modify program goals or operations, as appropriate. Critical features of this job are described under the headings below. They may be subject to change through reasonable accommodation or otherwise. MINIMUM QUALIFICATIONS (MQs) To be rated qualified for this job, an applicant must meet all the MQs listed below at the time of vacancy announcement closure. 1. A high school diploma, a Certificate of General Educational Development (GED), or an equivalent combination of education, experience and training.
4 H22170, page 4 2. Ten years of progressively responsible experience (post high school) in the delivery of IT help desk support providing: (a) desktop support and administration providing the support requirements of Level I, II, and III service-level agreements; (b) software applications installation and support including set-up, configuration, and diagnostics of PC/laptop and desktop hardware (Microsoft Windows OS - Windows 7 and Office Applications); (c) hardware and software trouble shooting for PCs/laptops/printers; (d) database/folder access and basic security troubleshooting, and (e) experience managing/administering a Service Desk utilizing an Enterprise Service Desk Ticket Management system such as Service Now. A bachelor s degree in any field providing strong foundation for successful performance of the DUTIES in this job description may be substituted for four of these ten years. 3. ITIL V3 Foundations Certificate and one intermediate ITIL Certification, and other equivalent industry certification. 4. Education, experience or training indicating the ability to perform successfully as a second level supervisor such as the ability to plan/assign/review work, deploy personnel, monitor work operations, obtain effective results and perform a full array of supervisory personnel functions. PREFERRED QUALIFICATIONS The qualifications listed below (if any) are preferred and may be considered in the selection process, but are not required to be rated qualified for this job. 1. A Bachelor s Degree in Computer Science, Management Information Systems, Information Technology or a related field that provides a strong foundation for successful performance of the DUTIES in this job description. 2. Experience managing an large IT Service/Help Desk with multiple locations and a variety of different equipment. 3. Experience in implementing and managing a Service Desk within an ITIL framework. KNOWLEDGE, SKILLS, ABILITIES, AND OTHER FACTORS (KSAOs) The following KSAOs are required for successful performance of this job and are a basis for rating and ranking applicants who are found to meet the MQs. Local, Federal, airport industry or Airports Authority specific bodies of knowledge listed below may be acquired on the job, typically; ability to rapidly acquire them is required at the time of vacancy announcement closure. 1. Knowledge of Airports Authority management functions, policies and procedures, including EEO principles and requirements, and knowledge of supervisory principles, altogether to manage the operations, programs, and services and to perform the full range of supervisory functions over subordinate staff.
5 H22170, page 5 2. Knowledge of enterprise help desk support operations, including help desk/workstation support, desktop engineering, and ITIL processes. 3. Knowledge of business processes and information technology (IT) project delivery methodologies to identify project risks and issues, and facilitate resolution with business stakeholders and manage development projects and enhancements/mitigations. 4. Skill in problem solving to select, organize, and logically process relevant information (verbal, numerical, or abstract) to solve a problem. This includes the ability to recognize subtle aspects of problems, identify relevant information, and make balanced recommendations and decisions. Examples include evaluating IT service delivery levels against KPIs and evaluating vendor outsourced agreements. 5. Skill in developing project plans, timelines, and resource allocations while owning the business goals and challenging stakeholders and peers and managing relationships with external IT vendors and contractors. 6. Interpersonal skills to interact effectively with business contacts in a businesslike, customer service-oriented manner to define, implement solutions, and measure project delivery results. 7. Skill in oral communication to understand verbal information (including facts, descriptions, ideas, concepts, conflicting assertions and arguments), and to express such information verbally so that others will understand, and concerning some issues, be convinced or persuaded. This includes the ability to encourage effective oral communication by others. Examples include explaining the rationale for a new technology solution, providing Help Desk advice to users, discussing findings with technical and non-technical audiences and making presentations to management and business stakeholders. 8. Skill in written communication to understand written information (facts, descriptions, ideas, concepts, conflicting assertions and arguments), draw inferences, form hypotheses and develop logical arguments, and to express such information in writing so that others will understand, and concerning some issues, be convinced or persuaded. Examples include writing Departments policies and procedures; creating training programs and evaluating training programs written by others. 9. Skill in using a computer and (a) modern office suite software (such as MS Office) to communicate ( ); plan; schedule; word process; prepare and develop reports/ presentations/graphics; and perform research (Internet use, as in searching for new product information and keeping up with technology); (b) enterprise systems/software such as ERP for purchasing, budgeting, time and attendance, and other functions; and (c) specialty systems/software used in the Department such as Service Now. RESPONSIBILITY Is responsible for managing the Help Desk, Desktop Support, Desktop Engineering, and Test lab activities at the Airports Authority and all projects requiring IT service, including the supervision, training and coaching of career, term, and contract employees
6 H22170, page 6 to address and resolve customer IT needs/issues. Work directly and significantly affects the Airports Authority users ability to perform their work utilizing the Airports Authority s various computers/systems and ultimately the Airports Authority s ability to function efficiently and effectively. Guidelines include but are not limited to Oracle IT enterprise architecture, Linux/UNIX and Windows operating systems architecture; generally-accepted standards on IT information security; Airports Authority business processes revolving around the ERP solution, which is Oracle-based; and Airports Authority programs, guidelines, policies and procedures on contracting, personnel, administration and other administrative areas. The incumbent uses: (1) judgment in applying guidelines, along with experience, to determine when a project phase or an administrator s work is in compliance with contractual requirements, IT standards and is consistent with Airports Authority business processes and end-user wants/needs, or to determine whether nonperformance or inadequate performance exists and what intervention or corrective action is needed, and (2) initiative in recommending actions to prevent, minimize or correct deficiencies in daily Help Desk and Work Station administration. EFFORT Work is primarily sedentary and typically requires light physical effort as in opening/closing file drawers, lifting and carrying files/reports, etc. The incumbent may sit for extended periods while performing desk work; requires some moving about to visit other offices and potentially other work sites. Regularly uses a computer to perform DUTIES, develop reports, and perform other tasks; operates other office equipment. Frequently exchanges information by telephone. Reviews computer screens, printouts, and contracts containing small print. In driving, operates vehicle using judgment in consideration of weather, traffic and other factors. WORKING CONDITIONS Works primarily in an adequately lighted, ventilated, and temperature controlled office and conference rooms. Is subject to some job pressures from demands for customer service. OTHER SIGNIFICANT JOB ASPECTS May be required to work varied schedule of days and outside normal 8am-5pm business hours for scheduled and emergency maintenance and/or upgrades. Is subject to hold-over and recall for IT emergencies and may need to work nights and weekends depending on operational requirements and other factors.