IT Support Services Manager (12745, Grade 34)

TheInformation Technology Systems Manager is within the Department of the Corporate IT Office (OCIO) of the Maryland National Capital Park and Planning Commission. The Information Technology Systems Manager reports directly to the Chief Information Officer. The IT Support Services Manager is responsible for the daily operation, administration, and continuous improvement of IT support services, including Help Desk operations, desktop and endpoint support, application support coordination, and field services. The role ensures that technology support services are secure, reliable, scalable, and aligned with enterprise IT standards while supporting OCIO strategic and operational objectives.

• Manage help desk, desktop, application, and infrastructure support operations to ensure timely and effective service delivery.
• Lead and develop IT support staff, promoting accountability, customer service excellence, and professional growth.
• Monitor and manage incidents, problems, and service request workflows, ensuring proper prioritization, escalation, and resolution.
• Implement and maintain standardized IT support policies, procedures, and service delivery standards.
• Define, track, and report on IT support performance metrics, including service levels, response times, and customer satisfaction indicators.
• Lead continuous service improvement initiatives aligned with ITIL (Information Technology Infrastructure Library) and OCIO service management practices.
• Ensure support services align with cybersecurity policies and enterprise security standards, coordinating with infrastructure and security teams as needed.
• Participate in incident response, disaster recovery, and business continuity activities to ensure rapid service restoration.
• Manage vendor and service provider relationships related to IT support services, monitor SLAs and service quality.
• Facilitate the implementation of emerging enterprise technologies by preparing support teams, providing comprehensive training, and executing effective transition planning.
• Prepare and deliver service performance and operational risk reports to OCIO leadership.

1. Bachelor’s Degree in Computer Science, Information Management Systems or any related field.
2. Six (6) years of progressively responsible information technology experience that includes enterprise infrastructure technology experience.
3. An equivalent combination of education and experience may be substituted, which together total ten (10) years

• Bachelor’s degree or equivalent combination of education and experience. Minimum of five (5) years of experience in an IT support environment, with at least three (3) years in a supervisory or managerial role.

• Experience with ITIL/ITSM practices, service metrics, vendor management, and enterprise endpoint environments. ITIL certification is preferred.

Knowledge and Abilities

Working knowledge in the following areas:

• MS Active Directory structures, objects, security, and administration.
• ServiceNow configuration and administration
• TCP/IP and basic switching, routing, and firewall concepts,
• MS Exchange, Oracle, and SQL databases.
• Network protocols, utilities, and management tools.
• Anti-virus, and anti-malware utilities.
• Desktop imaging and backup technologies.
• Thin and Zero Client technology.
• MS Office application suite and MS Office 365
• Microsoft Windows desktop (Windows7, Windows10)
• server operating systems (Windows Server 2008, 2012)
• knowledge of Apple products (iPads, Macs, etc.)
• Telecom concepts: TDM, VoIP, and SIP.
• Time management and tracking concepts.
• Ability to multitask and ability to prioritize assignments.

Applicants with Disabilities under the Americans with Disabilities Act.

If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411

(Maryland Relay 7-1-1)M-NCPPC will make all efforts to reasonably accommodate you.