The Manager, Customer Services is responsible for the strategic direction and oversight of the development, implementation, refinement, and management of an enterprise-wide IT Customer Services unit, to include Judicial Information Systems (JIS) communication functions. Provides leadership and fosters a positive end-user experience while ensuring protection of Judiciary data and information assets.

Education: Bachelor’s Degree from an accredited college or university.

Experience: Five (5) years of work experience performing enterprise-wide service desk functions. Two (2) years of experience supervising 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/Skills/Abilities:

• Knowledge of change/configuration management processes within proven frameworks (e.g., ITIL).
• Knowledge of establishing and maintaining a centralized system support infrastructure, plus experience working in a large-scale multi-platform transaction processing environment.
• Skill in self-motivation and independent thought and direction.
• Skill in the management of an enterprise-wide customer team utilizing service management processes within proven frameworks (e.g., ITIL).
• Skill in problem solving with a focus on deliverables from an end-to-end process perspective.
• Skill in leadership and management to include, but not limited to, strategic planning, team building, collaboration, problem-solving, and negotiation.
• Skill in all IT disciplines (including infrastructure and applications).
• Skill in organization and time management.
• Skill in proactive responsiveness.
• Skill in accuracy and attention to detail.
• Skill in ‘big picture’ and forward thinking.
• Skill in analytical thought to develop key metrics and use these metrics to formulate recommendations for customer service maturity and continuous improvement.
• Skill in negotiation, persuasion, and collaboration to evolve the organization to the desired state.
• Ability to be self-motivated to continuously expand and mature professional knowledge and skills.
• Ability to foster collaboration and effectively influence and negotiate.
• Ability to recognize cause and effect.
• Ability to effectively communicate and collaborate across the organization to uncover and remediate an issue’s root cause rather than focusing on symptoms.
• Ability to communicate effectively with all levels of IT and business staff and management and executive management both orally and in writing while effectively tailoring the communication to the needs and experience of the intended audience.
• Ability to serve as an effective member of a management team and be an effective leader to a team of highly trained and skilled professionals and consultants.
• Ability to interact professionally with staff, consultants, vendors, all disciplines within JIS, and all business users of the Judiciary.
• Ability to manage and prioritize multiple workflows and quickly shift focus in a highly dynamic environment.
• Ability to effectively set and manage priorities.
• Ability to motivate and develop a team-oriented, collaborative environment.
• Ability to provide 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.

The Maryland Judiciary is a drug-free workplace and an equal opportunity employer, committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, age, sex, marital status, national origin, 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 for an interview should request the accommodation when notified of a request to be interviewed. Applicants must be United States citizens or eligible to work in the United States.