Wayne County, Michigan

Compensation

Full Description

The Division Director of the Technology Experience Division is responsible for leading and managing the internal support teams focused on delivering end-user support, technical training and departmental outreach functions. This role oversees the Information Technology (IT) Department’s Service Desk, technology training program, business advocates and document records. This position leads efforts to improve customer service delivery, develop and delivery technology training programs and ensures outreach efforts to departments and elected offices. This position works closely with Executives, Senior Management, business and technical partners, subject matter experts, end-users and technical resources. Required Tasks • Plan and manage activities at a program and project level • Recommend and develop solutions to address business needs • Perform data flow and information flow modeling and concepts • Teamwork and change management • Perform development and facilitation of business process re-engineering strategies • Translate business needs into proper technology fit • Maintain a team environment that promotes professional development and team engagement • Manage vendors to ensure Service Level Agreements (SLA) are met • Perform project leadership and oversight • Oversee the operation and performance of the Service Desk • Deliver results against defined metrics and SLAs. • End-user training practices • Technical writing • Oversee the document retention program • Assist with developing document retention schedules Educational and Experience Requirements • Bachelor’s degree in Computer Science, Engineering, Business Administration or similar discipline from a recognized college or university OR equivalent work experience; AND • Seven (7) years’ experience in leading enterprise system design, development, and implementation projects; AND • Three (3) years management experience