This position is for an Information Systems Supervisor for the Asset Management (AMB) Branch. This Branch is located within the Office of Client Support Services.
The Commonwealth Office of Technology (COT) enables a proficient digital government supportive of a 21st century economy by being a trusted and valued business partner with unyielding commitment to cost-effective service delivery. Our mission is to support agency partners in the fulfillment of their core mission by providing technology leadership, services, and solutions in a secure, transparent, and fiscally responsible manner.
The Information Systems Supervisor would ideally have prior Asset Management experience in a large-scale and high volume Information Technology (IT) environment. The AMB Branch is involved in many different areas of both internal COT support as well as supporting our agencies. AMB is responsible for effectively managing the life cycles of Hardware Assets as well as Software Assets and working to ensure we have accurate accountability and utilization of those assets. We work with groups within the organization to capture, review, and process data to be used to create agency billings. We also provide support for inquiries from our customers as it pertains to their COT invoices.
In addition to these essential tasks, the Asset Management Branch is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, perhaps most importantly, often serves as the face, or voice, of the organization to customers as it relates to Asset functions.
Job duties for this position include:
- Working with AMB Management in effectively supervising, developing, and training the AMB teams.
- Managing Hardware Asset Management (HAM) and Software Asset Management (SAM) life cycles, which include receiving, tagging, documenting, and disposal of the various asset types.
- Ensuring that all processes used by the AMB are thoroughly documented, consistently audited, and regularly improved.
- Conducting and sharing results from service and operation performance reviews.
- Supervising the daily activities of HAM and Billing Teams and assisting with any SAM functions as needed.
- Providing detailed reports and data to management for review to identify trends in ticket cause and resolution and improve customer service.
- Assisting management in identifying cost savings.
We are seeking candidates with the following skills:
- Organization
- Small project management
- Communication
- Knowledge of IT Hardware configuration
- Accounting
- Data analytics
- Time management
- IT Service Management (ITSM) interaction with emphasis on our current ITSM platform, ServiceNow.