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Job Information
Job Title: Lead Workload Management Operations Salary Range: Min.: $106,035 Mid.: $141,380 Max.: $176,725 Points: 805 HAY Dept/Div: Information Technology/IT Infrastructure & Operations Supervisor: Director, Workload Management Location: 2 Broadway and other locations as required Hours of Work: 9:00 AM -5:30 PM (7.5 hours/day) or as required Deadline: Open Until Filled In order to protect our employees and continue to provide safe and reliable service to our communities, as of November 14, 2021 we are requiring all new MTA hires to be fully vaccinated against COVID-19 prior to their start date. MTA will consider exceptions for religious and medical reasons, where appropriate. "Fully vaccinated" means you must have both doses of a 2-dose vaccine and two weeks have elapsed since the second dose, or have received 1 dose of a 1-dose vaccine and two weeks have elapsed since the dose. Proof of your vaccination status in the form of a CDC vaccine card must be submitted prior to your start date. Summary This position is an IT manager Lead level position responsible for centrally managing the information technology (IT) workload for the MTA. This position leads workload planning efforts to predict, based on analyses, the future workload of the IT Department and partners closely with agencies to identify and prioritize agency initiatives in accordance with the approved MTA IT governance process. The position will lead efforts, to coordinate amongst the IT Chiefs and customer senior management to prioritize work requests of all types to best achieve the MTA's strategic and tactical goals. This position will coordinate to ensure all parties are kept informed, engaged, and updated on status of work requests. A primary responsibility of this position is to track and review the status of all work requests, monitor these, and take steps necessary steps to ensure that the assigned staff and managers complete the work according to schedule. The unit will set Service Level Agreements (SLAs) and Operations Level Agreements (OLAs) with which to monitor these operations. An additional primary responsibility is to measure and access services quality and take steps necessary to improve such quality. The position is also responsible for the analysis of ways to improve work processes, and for developing new workflows, both automated and manual, for providing documentation and training, and for managing implementation services. Responsibilities Enterprise-Wide Planning Lead IT's workload management strategies, including providing analyses and forecasts, developing plans, and implementing such plans to ensure that the MTA IT Department is able to handle the workload now and into the future. Partner and collaborate with other IT Directors and Managers to ensure alignment and adoption of workload management strategy, tools, and processes. Leadership Provide leadership in developing and introducing new approaches to receiving, evaluating, and processing the many work requests made by the IT Department's users, MTA strategic and operational projects, IT internal improvement projects, IT infrastructure projects, and IT cyber security projects, as well as unanticipated incidents that are reported. Serve as a thought leader and advisor to the Chief, Workforce Planning and Workload Management, and Director, Workload Management on the strategies of workload management. Introduce new workload measurement tools that will inform planning and decision-making and define and establish indicators to measure client satisfaction. Define, establish, and monitor value metrics to inform decisions that maximize returns across enterprise initiatives. Drive business value across all program activities. Support the MTA IT Governance Process and the IT Steering Committee, which focuses on new MTA enterprise-wide IT initiatives. Management and Oversight Recommend and implement a variety of management processes and services necessary to ensure that the IT workload is handled correctly and that service targets set are met. Provide oversight on all IT workload to monitor work being performed to ensure the IT department meets established metrics. Work collaboratively with the senior management team to integrate cross program activities and functions necessary to achieve expected service delivery results. Execute and monitor strategic ad hoc projects, and special initiatives as directed by the Director, Workload Management, Chief, Workforce Planning and Workload Management, CTO, and senior MTA executive management; end-to-end from planning and program management to measuring results and recommending next steps. Qualifications- Comprehensive and proven knowledge of IT processes and methodologies.
- Leadership skills, including the ability to motivate, coach and direct a team of staff.
- Ability to build strong interpersonal relationships and develop the trust and confidence of various levels at the MTA and its operating agencies.
- Excellence in communications and issue escalation/resolution with executive leadership.
- Exceptional presentation and facilitation skills with extensive cross-group coordination at all level.
- Advanced organizational skill, with the ability to define, re-organize the IT department to meet the growing demands of services and new technologies.
- Ability to fit in with the constant shifting needs and demands of the organization.
- Negotiation, problem-solving and conflict resolution skills are essential.
- Ability to develop strategies to balance stakeholders competing goals and objectives.
- Demonstrated ability to manage a staff with responsibility towards a section/division budget.
- Demonstrate an understanding and ability to effectively and consistently administer Corporate Policies and procedures.
- Proven decision-making, critical thinking, and analytical skills.
- Must be creative, innovative, and an adaptable professional.
- Must be public relations oriented with excellent people management skills; with the ability to select, motivate, and develop personnel.
- High level of professional integrity and work ethic with a dedication in providing high quality service.
- Demonstrated ability to manage multiple responsibilities simultaneously.
- Strong interpersonal skills with the ability to build and maintain strong work relationships with individuals from all levels.
- A Bachelor's degree in Computer Science, Business, Information Services, or related field, or the equivalent of education and progressive responsible experience. Master's degree in related field is preferred.
- Minimum ten (10) years of information technology experience with at least four years of progressive IT managerial or leadership experience, preferably in a high-performance team environment.
- Minimum four (4) years of experience managing a cross-functional team for various sized projects, preferably with the experience being in an IT environment directing and leading IT staff.
- Financial/budgeting planning and management experience.
- Experience navigating through the politics of a large multi-tiered, multi-agency public sector organization.
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