This is a provisional appointment.

The City of Boston’s Inspectional Services Department (ISD) serves the public by protecting the health, safety, and environmental stability of Boston's business and residential communities. The Inspectional Services Department administers and enforces building, housing, health, sanitation, consumer protection, environmental, and safety regulations mandated by City and State governments. ISD employs approximately 240 employees across five regulatory divisions and six administrative divisions with an annual budget in excess of $22M. 

Within ISD, the Innovation and Technology (ISD IT) Division is responsible for providing the technology needs and performance strategies to maintain an exceptional level of constituent service and to assist the department in executing on its key objectives. The ISD IT Division’s team of around seven staff are organized into two work groups: technology support and process improvement.

The Director of Technology, working under the general direction of ISD’s Assistant Commissioner of Operations, will manage the Technology Support Team and be responsible for delivering ISD’s basic IT requirements, including ensuring network up-time, managing hardware purchasing and replacement plans, and overseeing timely response to IT help desk requests. The Director of Technology is a senior manager who, when needed, also acts as a critical individual contributor who possesses the ability and knowledge to get deeply involved in any effort related to technology and processes. This role has responsibility for supervising team members, projects, and vendors.

Innovation & Technology Leadership:

• Maintains in-depth knowledge of the operations and service delivery systems of ISD.
• Makes recommendations for process, operational improvement, and improved service delivery to the Commissioner, Chief of Staff, Chief of Operations, and Senior Staff.
• Actively seeks ways that technology can drive better results and experiences for department staff and constituents, communicates opportunities to department leaders, and co-develops plans for implementation.
• Designs, oversees, and independently manages IT projects, policies, and investments.
• Regularly collaborates with partners in City Hall’s Department of Innovation and Technology and other City departments to share knowledge, leverage common resources, and coordinate on projects.

Team Management:

• Provides direct supervision to ISD IT team members as assigned.
• Formulates professional development plans that keep the department abreast of emerging technologies.
• Makes staffing recommendations and oversees hiring processes for the Technology Support Team.

Technology Training & Support:

• Creates and maintains user guides and on-demand training resources and creates and facilitates in-person and virtual training on core ISD technologies.
• Develops processes to improve help desk support, customer service, and IT operations more broadly to ensure exceptional customer service is provided to the department’s workforce.
• Works with the City’s Department of Innovation and Technology to maintain network uptime and to coordinate any significant city-wide technology initiatives.

Asset & Vendor Management:

• Establish, maintain, and manage physical hardware inventory and electronic records governing the provision and maintenance of IT hardware resources.
• Manages service orders, purchase orders, contracts, and invoices relative to a wide array of departmental technology needs.
• Acts as a system administrator and vendor point of contact on ISD-procured technologies.
• Performs related work as required.

• At least four (4) years of full-time, or equivalent part-time, professional experience in work that included change management and project management experience guiding complex IT projects to successful outcomes or related work.
• Professional experience in an information technology support capacity with a breadth of responsibilities including but not limited to user management, server administration, printer configuration and troubleshooting, PC hardware, and operating systems support.
• Supervisory experience preferred.
• Bachelor’s Degree in Information Systems, Computer Science, Business Administration, or a closely related field is strongly preferred and may be substituted for two (2) years of the required experience. Relevant job training or vocational/experiential programs may be substituted.
• Strong communication skills, including the ability to translate complex technical concepts to audiences of varying levels of technical literacy.
• Exceptional teamwork, interpersonal, and customer service skills.
• Demonstrated knowledge of common productivity, CRM, and cloud-based software platforms such as Google G-Suite, Microsoft Office, and Adobe Acrobat / Creative Cloud.
• Experience with developing and providing in-person, virtual, recorded, or print-based training resources to help users quickly gain the understanding needed to solve their own technical challenges.
• Ability to exercise good judgment and focus on detail as required by the job.

BOSTON RESIDENCY REQUIRED

Terms:

Union/Salary Plan/Grade: Non-Union/MM2-8

Hours per week: 35