Customer Service Help Desk Configuration & Development Manager (13158, Grade 30)

The Maryland-National Capital Park and Planning Commission, Prince George's County Department of Parks and Recreation, is seeking a highly motivated Customer Service Help Desk Configuration & Development Manager (Class Spec - IT/Telecom Support Supervisor) within the Management Services Division. Under the general direction of the Assistant Division Chief, this role will provide strategic leadership and oversight of the Help Desk Projects Unit.

The Customer Service Help Desk Configuration & Development Manager will be responsible for the management of project requests from the Department that are funneled through Help Desk Operations or directly through the Project Request Form. The ideal candidate will be able to manage the intake, prioritization, assignment, tracking, completion, and communication of department projects using project management software.

The Help Desk Projects unit serves as the first line of support to the public as well as Department facilities and staff. The Customer Service Help Desk Configuration & Development Manager will be responsible for creating a consistent and unified strategy for each of the Project sub-units, including Hardware, Software Configuration, and Custom Web Application Development.

Examples of information systems and software that the Help Desk Projects team manages are RecTrac, Micros, ServiceNow, SQL, PHP, JavaScript, Asana, and other software. This unit is also responsible for researching, testing, and developing software updates and new applications needed for the entire department.

Examples of Important Duties

Examples of Important Duties

• Manages an Information Technology work program and unit staff informed of Commission policies and procedures.

• Performs a full range of supervisory human resources (HR) management functions, unit wide.

• Works with project management software to develop and execute departmental and enterprise information projects. Develop and oversee work plans for projects and initiatives; identify project objectives, key milestones and resources required.

• Oversee and/or manages one or more major databases or data warehouses (e.g. geographical, information systems, land records, development reviews, permitting and other similar databases.

• Oversee and participates in the programming, modifications and integration/adaptation of multiple platforms, networks, hardware and software environments. Includes implementation and configuration of commercial and custom developed software products and tools.

• Develop and implement long range automation plans for department, develop and recommends implantation strategy for applying latest technological developments for improving productivity and service.

1. Associate's Degree in Computer Science, Information Management Systems, or any related field.
2. Five (5) years of experience in information technology support functions.
3. An equivalent combination of education and experience may be substituted, which together total seven (7) years.
4. Depending upon area of assignment, a valid driver's license in accordance with both State and Commission rules and regulations. Driver's license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee's ability to drive Commission vehicles or perform driving duties required by the position of assignment.
5. Pass Commission medical examination.

You have 45 days from your hire date to elect your benefits. Your coverage begins on the first of the month following receipt of your enrollment forms and required documentation.

Retirement Programs

• Defined Benefit Plan (Mandatory Participation) - Plan E excludes FOP members.

Plan Employee Contribution Plan C 9.5%* of base salary (FOP members only) Plan E 4% of base salary up to maximum Social Security Wage Base (SSWB) and 8% in excess of SSWB.

• 457 (b) Plan (Optional) [Pre-tax and Roth]
• Traditional and Roth IRAs (Optional)
• Retiree Healthcare - Eligibility requires, at least 10 years of eligible service and continuous enrollment in M-NCPPC plans (or proof of continuous enrollment in comparable plans) during the 36 months immediately preceding your retirement date. Premium cost share based on years of service

Health Insurance Plans (FOP Members Pay 23% for Medical, Prescription and Dental and same as all other employees for Vision.) All other employees pay percentage below.*

• Medical o Kaiser Permanente Health Maintenance Organization (HMO) - (15%) o UnitedHealthcare Select Exclusive Provider Organization Health Plan (EPO) - (20%) o UnitedHealthcare Choice Plus Point of Service (POS) - (20%)

• Prescription - CVS Caremark - (15%)

• Dental - Delta Dental PPO and DeltaCare USA HMO - (20%)

• Vision - EyeMed - (80% of Low Option plan paid by Commission. Any balance paid by employee.) o Low, moderate, and high options are available. Frequency of covered services differs.

Flexible Spending Accounts (Employee Pays 100%)

• Medical Account - Maximum annual contribution: $3,300
• Dependent Care Account - Maximum annual contribution: $7,500

Long-Term Disability Insurance (Mandatory Participation)

• Employee Pays 20%: Commission Pays 80% (FOP Members Pay 100%)
• Benefits paid at 66 2/3% of base salary, maximum of $6,000/month

Supplemental Long-Term Disability Insurance (Employee Pays 100%)

• Benefits paid at 66 2/3% of base salary that exceeds $108,000; capped at $216,000

Basic Life and AD&D Insurance (Employee Pays 20%: Commission Pays 80%)

• Two (2) times base salary; maximum benefit is $200,000 for each
• Automatic coverage with opt-out provision

Supplemental and Spouse/Dependent Life Insurance (Employee Pays 100%)

• Supplemental - 1,2,3,4, or 5 times base salary; maximum benefit is $750,000
• Spouse/Dependent Combination - $10,000/$5,000, $20,000/$10,000, or $30,000/$15,000

Sick Leave Bank (Contribution and Benefit hours prorated for part-time employees)

• Employees have 60 days from date of hire to enroll.
• Employee contributes 8 leave hours each year
• Annually covers up to 688 hours for own serious medical condition, and 480 hours for parental responsibilities (birth, adoption or foster care), and 80-160 hours for serious medical condition of an immediate family member

Leave Programs

• Annual: 15 days per year
• Personal: 3 days per year (12-month waiting period)
• Sick: 15 days per year
• Holidays: 11 days per year

Other Benefits

• Credit Union
• Employee Assistance Plan
• Legal Services Plan
• Tuition Assistance Program
• Wellness Program
• Work-Life Program