Enterprise Desktop Team Lead

North Dakota Information Technology

Job ID: 3019413

Location: Bismarck/Hybrid (On-site and telework)

Hiring Range: $5,543 - $6,250

Closing Date: August 17, 2021

Status: Regular, Full-time

Do you have a strong passion to change the world? Do you believe that you can make the lives of people better with technology? North Dakota Information Technology (NDIT) is seeking a candidate that has the same passion to Empower People, Improve Lives, Inspire Success, and deliver world class technology through Enterprise Desktop Team Lead for NDIT and other state agencies. The successful Enterprise Desktop Team Lead candidate will be a leader who enjoys working with people in a collaborative environment, who can learn quickly in a rapidly changing technology landscape, and who embodies the core values that we follow as public servants for the State of ND: Gratitude, Humility, Curiosity, and Courage.

SUMMARY OF WORK:   

Work involves providing direct supervision, leadership, and guidance to a highly technical team in the Desktop Support group within the Technology division.  Work also involves the planning and coordination of teamwork assignments, problem resolution, and customer support.  This key role supervises all end user Windows/Office technologies, mobile device management, SCCM administration, AutoPilot/InTune, and device lifecycle management with responsibilities for effective delivery and operational support for PC imaging, packaging, software distribution, patching and PC lifecycle management.  Must also be able to make sound decisions with minimal guidance, stay abreast of current trends and changes in the area of technical expertise and related areas.  Must also possess strong interpersonal skills with the ability to motivate individuals and create a strong team environment.

DUTIES AND TASKS: 

• Provide first line support for a team of individuals with varying technological expertise and customers for assigned responsibilities.  Assist team members and users with technical questions.
• Lead and supervise a team of diverse Desktop Support specialists providing business hours and relevant off hours support and availability
• Serve as the escalation point for Desktop Support issues and problems
• Use appropriate reporting to track inventory and incidents in the Desktop Support environment
• Build strong internal customer relationships to ensure we are aligned to customer and business needs while prioritizing key initiatives
• Interface with senior IT leadership on problem/incident calls and acts as an escalation point
• Coach and mentor team members, promote a growing, transformative IT culture
• Supervise an endpoint software distribution solution that encompasses modern imaging, packaging, and software deployment best practices
• Assures that the Desktop Support team operates effectively to meet defined Service Level Agreements and defined customer expectations
• Engage external partners to create and maintain a hardware and client software roadmap that will contribute to a productive workforce
• Maintain awareness of changing IT trends and regulations which might impact the company and develop strategies that will mitigate any incoming risks and/or take advantage of any future benefits
• Assess upcoming technologies and recommend innovative use of new features and technologies related to desktop management with the objective of enhancing end user experience
• Work within established configuration and change management policies ensuring awareness, approval and success of changes made to the areas of responsibility
• Work and communicate with a wide range of people – peers, vendors, the public, staff members including program leadership, and others
• Develop and complete reports on status of projects and other requests; report incidents upward to customers, and NDIT management team.

MINIMUM QUALIFICATIONS: 

Requires a Bachelor’s degree in a computer science field and two years of current and professional experience or an Associate degree in a computer related field and four years of current and progressive related work experience as described below.  Additional professional work experience may be substituted for the education requirement on a year for year basis.  Work experience must include end user support and customer relations to a large customer base and/or acting in a technical role which includes support, implementing or managing a large enterprise end user environment. This position requires a team focused individual that projects a positive attitude and enthusiasm for change while trying to bring together multiple diverse groups of people for a common goal of the state's unifying efforts and process efficiencies.

Application Procedures/Comments:

Please make sure that your resume includes information to demonstrate how you meet the minimum qualifications as posted. Your work history will not be given credit if North Dakota Information Technology cannot determine that you meet the minimum qualifications.

All application material must be received on or before the closing date by 11:59 pm and must include the following documents:

• Resume

North Dakota Information Technology does not offer or provide sponsorships. Applicants must be legally authorized to work in the United States.

For more information or if you need an accommodation, please contact: Kari Sauer, North Dakota Information Technology: Email: itdjobs@nd.gov phone: (701) 890-5000, fax: (701) 328-3000or TTY: 1-800-366-6888or local at (701) 328-3190.

Job Announcement Status can be viewed at: http://www.nd.gov/itd/working-itd

• Learn more about NDIT at: http://www.nd.gov/itd
• Learn more about Employment Benefits at: https://www.omb.nd.gov/team-nd-careers/team-nd-benefits
• Visit North Dakota State government: http://www.nd.gov

Equal Opportunity Employer  

The state of North Dakota does not discriminate based on race, color, national origin, sex, religion, age, or disability in employment or the provision of services, and complies with the provisions of the North Dakota Human Rights Act.

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.

As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. § 23-12-10.