Manager, Desktop Support Services - Military veterans preferred

The Maryland Judiciary offers a generous benefit package including medical, dental, vision, life insurance, paid time off, paid holidays, tuition assistance, continuing education programs, employee assistance programs, and State Retirement and Pension plans. Telework, up to 2 days per week, may also be available. Telework eligibility is based on job functions and the approval of the Administrative Head.

Essential Job Functions:  

The Manager, Desktop Support Services is responsible for desktop image management, deploying and tracking software and operating system security updates, and endpoint protection compliance. This position oversees all JIS Desktop Service support personnel who respond to requests via ServiceNow, email, regional support, and in-person. Responsible for active involvement in stakeholder communications, staff allocation, and 3rd party contractual services. The manager plays a vital role in tracking, evaluating, and obtaining assets and equipment, as needed. Additionally, the Manager of Desktop Support Services manages, oversees, and administers the End User environment up to and including creation, testing, and deployment of images and software patches.

Desktop Image Management and Compliance:

Responsible for software updates and endpoint protection compliance. Updating/creating Windows desktop images (VDI and physical desktops via WDS/MDT/VMWare Horizon/vSphere). Deploying and tracking software and operating system security updates (PDQ Inventory/Deploy, In-tune/Autopilot). Endpoint Protection (Anti-virus and anti-malware) maintenance and updates.

Field Service Management:

Incidents/requests may require a technician to visit the customer location. Manages the deployment of these technicians and completion of these incidents/requests, which may include new equipment installations, equipment moves, office/courthouse office relocations or remodels, retrieving unused equipment, configuring devices not easily handled through remote support, etc.  Maintain oversight of IT Regional Support Technicians that are stationed throughout the state. Routinely engage stakeholders in the respective regions to monitor and ascertain performance of IT Regional Support Technicians. Balance resources for planned field work, project requirements, and commitments. Manage the available resources for local workorders when not being leveraged as part of the overall management resource pool. Manage emergency support requests.

Project and Resource Management:

Coordinate with all business units, JIS groups, and Technical Education to plan, schedule, implement, and manage technology projects across the Judiciary. Provide clear and timely communication to all stakeholders of project progress, outstanding issues, projected milestones, and completion dates. Attend and participate in technology and project meetings as necessary.  Work in conjunction with the Desktop Support Services Supervisor to ensure technicians are aware of expectations for project and assignments due dates. Identify when 3rd party support is needed, and initiate process for that support as necessary.

Desktop Services Incident Management:

Manage the performance of the JIS Desktop Support Service Desk. These are Tier 2 calls from internal Judiciary customers. Ensure staff are meeting or exceeding expectations for performance and defined metrics/benchmarks and that standards and processes are followed to provide effective and efficient customer service.

Scope:

Desktops/laptops supported: >8000 (not counting peripherals such as monitors, printers, copiers, scanners, etc.)

Internal Judiciary users supported: >5000

Area of support: State of Maryland

Ensure support requests via phone, email or in person are handled appropriately and timely. To the extent possible, ensure all service calls under the Desktop Services' purview are resolved by the support technician while the customer is on the phone, including remote support, and provide onsite assistance. Ensure all desktop support requests are thoroughly documented and categorized appropriately. Monitor the performance of the Desktop Support technicians against established service level agreements. Collaborate with appropriate groups as necessary to identify opportunities to improve processes and level of support provided. Serve as a resource/escalation point to manage and coordinate complicated support issues.

Equipment Ordering/Asset Management:

Anticipate and prepare for projected equipment needs, lead times for purchasing and imaging and budgeting for future technology refreshes and needs. Manage warehouse inventories to ensure equipment is not ordered unless needed and is ordered as close to when it will be used as is practical. Manage assets handled by Desktop Support Services' team within the Judiciary Asset Management system to ensure accountability, accuracy, and auditability. Oversee and approve monthly asset reconciliation activities conducted by the IT Asset Warehouse Coordinators.

Training and Development:

Train, coach, and mentor Desktop Support Services' staff to include technical and professional development skills. Build/obtain (from other groups/departments) training material for the staff. Provide scheduled times for training. Technicians must be current in their skills to ensure performance and customer service objectives can be met. To assist with staff and customer education, develops and continuously matures a knowledge base that can be leveraged for self-service. Maintain knowledge of current and emerging technologies and trends by attending industry forums, trade associations, training, conferences and/or webinars. Use this knowledge to benefit the Judiciary through implementation of improved methods, practices, and technology.

Minimum Qualifications:

Education:     Bachelor?s degree from an accredited college or university.

Experience:   Five (5) years of experience performing enterprise-wide desktop support functions. Two (2) years of experience supervising or managing professional staff.

Note: Professional work experience as defined above may be substituted on a year for year basis for up to four (4) years of the required education.

Knowledge of:

The customer's business environment and the ability to use that knowledge to effectively analyze problems and provide timely customer appropriate solutions.

Windows 10/11 update management and deployment services (Windows Server Update) Services, Windows Update for Business, Microsoft Deployment Tool, Intune/Autopilot

Virtual Desktop Infrastructure (VDI) management and deployment tools (VMware Horizon, VMware App Volumes, vSphere)

Patching and managing updates of software installed to Judiciary-issue devices (PDQ Inventory/Deploy)

Endpoint management technology services and inventory & license procurement and management in a large-scale enterprise environment.

The Judiciary's technical and business environment.

Skill in:

Communication and listening, to foster lasting customer relationships.

Personal emotions (stay calm and exhibit patience) in the face of adversity and chaos.

Negotiation and persuasion.

Managing, team building, collaborating, problem-solving, and negotiating.

Providing adequate staff development, cross training, succession planning, performance reviews, and mentoring to develop a customer focused, competent, and responsive team able to withstand resource losses while maintaining service levels.

Strong and effective time management skills.

Ability to:

Work effectively under pressure and defuse difficult situations.

Effectively set and manage priorities, while balancing conflicting demands.

Motivate and develop a team-oriented, collaborative environment.

Interact effectively with staff, peers, vendors, internal and external agencies or organizations, and all disciplines within JIS and all business users of the Judiciary.

Communicate with all levels of business and IT staff and management, both in writing and orally, and effectively tailor the communication to the needs and experience of the intended audience.

Remain current with business and technology practices and advancements.

Use this knowledge to implement and promote continuous improvement for the Judiciary.

Physical Requirements:

Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Equipment, Machinery and Tools:

Hand tools. Desktop and mobile computing equipment. Pallet jack. State vehicle. Cell phone

Software and Computer Skills:

ServiceNow (ITSM). Microsoft 365 suite applications. Judiciary proprietary applications. Intune. Autopilot. Adobe Suite. Nitro Suite. Docusign. Active Directory. WDS / MDT (imaging). PDQ Inventory/Deploy. Custom applications (COTs and others). Absolute Security. CrowdStrike

Selection Process:

Your application package will be used to determine your eligibility, qualifications, and ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration. It is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates, and hours of work. If you have held more than one (1) position at the same employer, you must list each position that you held, the length of time that you held each position, and the corresponding duties. Description of duties that state, "see resume" will negatively impact consideration for this position. Applicants will not be contacted for additional information. Only applicants considered for this position will be contacted.

Complete applications must be submitted by the closing date. Information submitted after this date will not be added. Incomplete applications will not be accepted. Resumes will not be accepted in lieu of a completed application.

For further information please contact Talent Acquisition at aocta@mdcourts.gov.

The Maryland Judiciary is an equal-opportunity employer committed to fostering a workplace culture of diversity, equity, inclusion, and belonging. We do not discriminate on the basis of race, color, religion, age, sex, pregnancy, marital status, national origin, military or veteran status, physical or mental disability, familial status, genetic information, gender identity or expression, sexual orientation, or any other characteristic protected by State or federal law. Applicants who need an ADA Accommodation during the application and/or interview process should send their via email to or call 410-260-1732. The Maryland Judiciary is a drug-free workplace. Applicants must be United States citizens or eligible to work in the United States.

Please find the Maryland Judiciary's equal employment opportunity policy here: .