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

THE POSITION

Are you driven to create seamless IT support experiences? Join our Office of Information Technology (OIT) as a leader who will shape the way we support over 80,000 employees serving the 13 million residents of the Commonwealth of Pennsylvania. OIT is undergoing an exciting transformation and this role is pivotal in optimizing our internal processes and ensuring top-tier service delivery across the state.

DESCRIPTION OF WORK

As the Director of Employee Devices & IT Service Operations - General Government Delivery Center you will oversee an Enterprise Employee Device Management team and service operations for the General Government Delivery Center. The General Government Delivery Center supports over 5,000 employees, contractors, vendors, and business partners across 10 agencies including the Governor's Office, Office of Administration, Department of General Services, Office of Budget, and several others. This role ensures the seamless delivery of IT support and device management services to all employees, enhancing the employee experience, and aligning IT operations with business objectives. This role also focuses on optimizing IT processes, improving service delivery, and ensuring user-friendly interactions with IT systems and services.

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, up to 2 days per week. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training 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.

Additional Requirements:

• You must possess at least 5 years of experience leading customer support teams for large enterprises.
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• 5 years of experience using ITIL processes for incident, problem, and request management
• Experience working with service management tools (eg., 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

Legal Requirements:

• The selected candidate for this position must undergo a fingerprint-based records check to be in compliance with the Federal Bureau of Investigation (FBI), Criminal Justice Information Services Division (CJIS).

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date . Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

• Pennsylvania law (51 Pa. C.S. 7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to and click the Veterans' Preference tab or contact us at .

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

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Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance
We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks
Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit and click on the benefits box.

*Eligibility rules apply.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.