Applications are submitted online until the position is filled and/or the posting is closed. After reviewing this job announcement, please click on the link at the bottom of the page to apply online.
A resume is required with the application. Further instructions on submission of documents are available in the online application.
A resume may not be substituted for an application.Minimum Requirements:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Six (6) years in Information Technology (IT) leadership, with a strong focus on customer success, support operations, or IT Service Management (ITSM).
- Certifications in Information Technology Infrastructure Library (ITIL) v4 Managing Professional or Expert certification preferred.
- An equivalent combination of education and experience may be substituted.
Position Summary:
Reporting to the CIO, the Deputy CIO Customer Engagement leads the strategy, delivery, and continuous improvement of all IT services that support end users across the County. The incumbent will oversee service desk operations, application support, and IT service management (ITSM) to ensure a reliable, high-quality technology experience for all employees and departments.
In this role, the Deputy CIO Customer Engagement will guide the organization through technology and service transformation, helping staff adopt new tools and processes, strengthening customer service practices, and building an efficient and resilient organization. The incumbent will set clear direction for teams, build strong relationships with stakeholders, and work to improve service quality, performance, and productivity.
A key part of this role is assessing how the department operates today and shaping how it can work better in the future. The Deputy CIO Customer Engagement will evaluate existing workflows, team structures, and service processes, identifying opportunities to streamline, align, and modernize. As responsibilities grow or shift, the incumbent will help integrate new functions and support employees through change in a steady, thoughtful way-focusing on clarity, consistency, and the overall user experience.
Overview:
Duties:
- Leads customer service standards, daily operations, and escalations.
- Oversees administration of service desk and application support to ensure fast, clear issue resolution.
- Manages core ITSM processes and improve workflows and self-service options.
- Supports user adoption of new tools and partner with training teams.
- Oversees hardware/software lifecycles and maintain an accurate CMDB.
- Tracks KPIs, SLAs, and satisfaction metrics; use insights to drive improvements.
- Mentors staff, build a strong team culture, manage budgets and vendor relationships.
- Provides strategic oversight and direction to the Customer Experience leadership team.
Knowledge, Skills, and Abilities
Knowledge of:
- IT Service Management (ITSM) Leadership: Understanding of ITIL frameworks, incident management, problem resolution and change control practices.
- Customer Experience Principles: Strong grasp of user-centric design, customer journey mapping, and methods for measuring user sentiment.
- Modern Support Architectures: Familiarity with omni-channel service desk operations, AI-driven self-service tools, and knowledge management systems.
- Asset Lifecycle Management: Comprehension of hardware/software procurement, compliance auditing, and configuration Management Database (CMDB).
- Change Management Frameworks: Understanding of structured methodologies to drive technology adoption and minimize user friction. Lead organizational change around ITSM and customer experience improvements.
- Regulatory and Compliance: oversee the compliance with IT policies, data privacy, and regulatory requirements.
Skill in:
- Data-Informed Analysis, Metrics and Outcomes: Utilizing ITSM metrics, SLAs and CSAT/NPS scores to identify trends, manage measurable outcomes, and implement continuous service improvements.
- Strategic Communication: Translating complex technical concepts into clear, non-technical language for executive stakeholders and end users.
- Team Empowerment: Mentoring, coaching, and developing diverse technical teams into high-performing customer-centric units.
- Vendor and Contract Management: Negotiating service contracts and managing third-party providers to ensure strict adherence to performance standards.
- Conflict Resolution: De-escalating high-pressure technical incidents and managing sensitive user complaints with diplomacy and tact.
- Culture Leadership: Drive an inclusive and diverse team culture.
Ability to:
- Cultivate an Experience Culture: Champion a user-first culture across the entire IT organization, ensuring technical staff prioritize the human element of support.
- Drive Strategic Vision: Align day-to-day service desk operations with the long-term digital transformation goals of the enterprise.
- Adapt to Ambiguity: Pivot quickly during major system outages or rapid organizational shifts while maintaining operational stability.
- Collaborate Across Boundaries: Build strong partnerships with business unit leaders to understand their unique workflows and enablement needs.
- Manage Financial Resources: Oversee complex operational budgets, optimize licensing costs, and justify technology investments based on ROI.
- Continuous Improvement: Lead ongoing processes for continuous improvement, optimization and innovation.
Residency: Allegheny County within 1 year.
Veterans' Preference: Will be awarded to eligible candidates.
