IT Service Director

As an IT Service Director at the Mayor’s Office of Criminal Justice, you will oversee IT service management, ensuring effective service delivery and customer satisfaction. You will manage IT incidents and issues, and lead change management strategies to ensure stability and performance. Additionally, you will monitor service metrics, provide technical support, and cultivate strong stakeholder relations.

To qualify for the IT Service Director position at the Mayor’s Office of Criminal Justice, candidates must possess a bachelor's degree or a combination of education and relevant experience. Those with an associate degree plus two years of related experience or a four-year high school diploma with four years of relevant experience are also encouraged to apply.

An IT Service Director at MOCJ should have strong knowledge of IT infrastructure components like Microsoft Windows Servers, Microsoft Active Directory/Azure AD, Cloud Computing, and networking technologies such as Cisco Switches and VPNs. This knowledge is essential for providing 2nd and 3rd level technical support.

The Mayor’s Office of Criminal Justice values employee development and is committed to providing growth opportunities for IT Service Directors. This includes ongoing training, access to professional development resources, and a culture that supports innovation and improvement in IT services.

The work environment for the IT Service Director at the Mayor’s Office of Criminal Justice is collaborative and inclusive. MOCJ fosters a culture that values diversity and encourages a professional atmosphere where employees can thrive while making a meaningful impact in the community.

During my previous positions, I have developed and implemented successful change management strategies by closely analyzing service metrics, creating communication plans, and involving all stakeholders to ensure a smooth transition. I believe in fostering buy-in from my team and providing comprehensive training during changes.

I prioritize incidents based on their impact on service delivery, utilize ticketing systems to track progress, and maintain open communication with stakeholders. My approach emphasizes root cause analysis to prevent future issues and facilitates a proactive IT support environment.

To maintain high customer satisfaction, I conduct regular feedback surveys, analyze service metrics, and emphasize a customer-centric culture within my team. I advocate for prompt responses and effective communication to resolve any issues that arise.

Effective communication starts with establishing clear expectations and regular meetings. I promote an open-door policy and utilize collaboration tools to facilitate effective information sharing and ensure everyone is aligned with project goals.

I adopt a structured approach to collecting data on incident management and service requests, focusing on trends and areas for improvement. This data-driven insight allows me to present actionable recommendations to enhance overall service delivery.

I once faced a major outage caused by a configuration error in a cloud service. I led the investigation, coordinated with various teams to implement a fix, and conducted a post-mortem analysis to enhance our change management protocols and prevent future incidents.

I encourage empathy and professionalism by recognizing team members who excel at customer service. I also provide training to develop soft skills and emphasize the importance of understanding user needs in our service delivery approach.

Key metrics I track include response time, resolution rates, customer satisfaction scores, and incident recurrence rates. Analyzing these metrics helps identify opportunities for improvement and informs strategic decision-making.

I actively participate in industry conferences, webinars, and professional networks. I also subscribe to various IT publications and blogs to stay informed about the latest advancements and best practices that can benefit my team.

My hands-on experience leading IT teams, combined with my passion for fostering collaboration and delivering high-quality service, position me as an ideal candidate for the IT Service Director at MOCJ. I’m driven by the opportunity to support meaningful initiatives that contribute to community safety and justice.