DescriptionThe Maryland-National Capital Park and Planning Commission, Prince George's County Department of Parks and Recreation's Management Services Division, is seeking a Knowledge Management & Quality Assurance Team Supervisor (Class Spec - Help Desk Technical Specialist II) to lead a team of customer service-focused professionals responsible for maintaining high standards of documentation, data integrity, and service quality. This position plays a key role in supporting internal and external customers by ensuring that knowledge resources and quality assurance protocols are accurate, accessible, and continuously improved.The ideal candidate will possess strong leadership and supervisory skills, exceptional communication and technical writing abilities, and advanced technical knowledge of help desk systems and software applications. They will be committed to data integrity, continuous improvement, and fostering a collaborative, inclusive work environment.This position reports to the Customer Service Help Desk Support Operations Unit Manager and requires a strong understanding of registration and ticketing software systems, computer applications, and principles of knowledge-centered support and ticket quality assurance. The ideal candidate will be equipped to provide supervisor-level support for complex and unresolved issues originating from both internal staff and external customers, ensuring consistent service quality and operational efficiency.Examples of Important DutiesTeam SupervisionSupervise and evaluate staff performance; conduct annual performance appraisals.Schedule work hours and oversee intermittent staff assignments.Apply expert technical knowledge to support staff development and continuous learning.Ensure staff have access to training and tools that promote knowledge retention.Customer SupportOversee completion of assigned tickets and internal projects using ticketing and projectmanagement software.Enforce customer service standards and service level agreements (SLAs).Provide auxiliary call center support during high-volume periods such as registration days andspecial events.Participate in after-hours support rotations to ensure consistent service coverage.Promote effective knowledge sharing among staff to enhance customer support outcomes.Knowledge ManagementManage the development and maintenance of the internal knowledge base.Oversee and contribute to content creation, ensuring documentation is current and accurate.Provide technical writing and editing support for training manuals and internal guides.Ensure agency policies and directives are accurately reflected in knowledge base content.Quality AssurancePerform quality management activities, including database integrity checks and QA taskassignments.Identify and implement software enhancements to improve efficiency and quality controls.Enforce QA/QC procedures for assigned software applications.Conduct system audits, perform trend analysis, and generate data reports for management.Administer key applications (e.g., ScreenSteps, RecTrac), including user access, configuration,and troubleshooting. Working Conditions This position is primarily based in an office environment and may occasionally require light physical activity such as walking, standing, bending, crouching, and carrying equipment or supplies. The role also includes periodic on-call availability during evenings and weekends to support high-volume or urgent service needsMinimum Qualifications
Associate's Degree in Computer Science, Information Management Systems, or any related field.
Three (3) years of experience in help desk help desk and/or information system support functions.
An equivalent combination of education and experience may be substituted, which together total five (5) years.
Preferred Skills:Supervisory Skills: Experience leading teams in a customer service or technical supportenvironment, including performance management, scheduling, and staff development.Technical Proficiency: Skilled in using and administering platforms such as ScreenSteps andRecTrac for ticketing, knowledge management, and system configuration.Documentation & Writing: Strong technical writing and editing abilities for creating andmaintaining internal guides, training manuals, and knowledge base content.Quality Assurance: Familiarity with ticket auditing, QA/QC procedures, and enforcing servicelevel agreements (SLAs) to ensure consistent service quality.Analytical Thinking: Ability to analyze data trends, conduct system audits, and generate reportsto support operational improvements and decision-making.Knowledge Management: Experience managing knowledge base systems and promotingknowledge-centered support practices across teams.Problem-Solving Abilities: Proven ability to resolve complex technical and non-technical issuesefficiently and effectively.Communication Skills: Excellent verbal and written communication skills with a focus oncollaboration, feedback, and continuous improvement.Adaptability: Comfortable working in a fast-paced, high-volume environment with shiftingpriorities and occasional on-call responsibilities.Supplemental InformationClass/Specification: Help Desk Technical Specialist IIMay be subject to medical, drug and alcohol testing.The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis ofrace, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.Applicants with Disabilities under the Americans with Disabilities Act. If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1) M-NCPPC will make all efforts to reasonably accommodate you.THE MARYLAND-NATIONAL CAPITAL PARK AND PLANNING COMMISSION2025 BENEFIT SUMMARY FOR MERIT SYSTEM EMPLOYEES The following benefit summary is provided for informational purposes only and is not, nor should be construed as an employment agreement with the M-NCPPC, implied or actual. It is not all-inclusive and is subject to change. Benefits listed are extended to all Merit System employees of the Maryland-National Capital Park and Planning Commission (M-NCPPC). All plans are optional except the Defined Benefit and Long-Term Disability plans.Eligibility You have 45 days from your hire date to elect your benefits. Your coverage begins on the first of the month following receipt of your enrollment forms and required documentation.Retirement Programs
Defined Benefit Plan (Mandatory Participation) - Plan E excludes FOP members.
Plan Employee Contribution Plan C 9.5%* of base salary (FOP members only) Plan E 4% of base salary up to maximum Social Security Wage Base (SSWB) and 8% in excess of SSWB.
Deferred Compensation ICMA-RC 457 plan (Optional)
Traditional and Roth IRAs (Optional)
Health Insurance Plans (FOP Members Pay 23% for Medical, Prescription and Dental and same as all other employees for Vision.) All other employees pay percentage below.
Medical
Kaiser Permanente Health Maintenance Organization (HMO) with Prescription Plan - (15%)
UnitedHealthcare Select Exclusive Provider Organization Health Plan (EPO) - (20%)
UnitedHealthcare Choice Plus Point of Service (POS) - (20%)
Prescription - CVS Caremark - (15%)
Dental - Delta Dental PPO and DeltaCare USA HMO - (20%)
Vision - EyeMed - (80% of Low Option plan paid by Commission. Any balance paid by employee.)
Low, moderate, and high options are available. Frequency of covered services differs.
Flexible Spending Accounts (Employee Pays 100%)
Medical Account - Maximum annual contribution: $3,200
Dependent Care Account - Maximum annual contribution: $5,000
Employee Pays 20%: Commission Pays 80% (FOP Members Pay 100%)
Benefits paid at 66 2/3% of base salary, maximum of $6,000/month
Supplemental Long-Term Disability Insurance (Employee Pays 100%)
Benefits paid at 66 2/3% of base salary that exceeds $108,000; capped at $216,000
Basic Life and AD&D Insurance (Employee Pays 20%: Commission Pays 80%)
Two (2) times base salary; maximum benefit is $200,000 for each
Automatic coverage with opt-out provision
Supplemental and Spouse/Dependent Life Insurance (Employee Pays 100%)
Supplemental - 1,2,3,4, or 5 times base salary; maximum benefit is $750,000
Spouse/Dependent Combination - $10,000/$5,000, $20,000/$10,000, or $30,000/$15,000
Sick Leave Bank (Contribution and Benefit hours prorated for part-time employees)
Employees have 60 days from date of hire to enroll.
Employee contributes 8 leave hours each year
Annually covers up to 688 hours for own serious medical condition, and 480 hours for parental responsibilities (birthadoption or foster care), and 80-160 hours for serious medical condition of an immediate family member
Leave Programs
Annual: 15 days per year
Personal: 3 days per year (12-month waiting period)
Sick: 15 days per year
Holidays: 11 days per year
Other Benefits
Credit Union
Employee Assistance Plan
Legal Services Plan
Tuition Assistance Program
Wellness Program
Work-Life Program
For a more detailed description of benefits, please contact the Commission's Health and Benefits Office at or 301-454-1694.
