311 Operations Technical Lead

Introduction

Do you enjoy helping people get the answers they need quickly and clearly? Are you the person others rely on to organize information, improve processes, and make things easier for everyone who comes after you? Do you take pride in ensuring information is accurate, accessible, and easy to understand?

If so, the Prince William County Department of Information Technology invites you to apply for our 311 Technical Lead role. This position plays a critical role in ensuring the efficiency, accuracy, and effectiveness of the County’s 311 service delivery. In this role, you will manage and optimize the knowledge base that powers both our internal call center analysts and public self-service tools, helping residents get the right answers the first time.

You will also lead User Acceptance Testing (UAT) for new 311 technologies and system updates, ensuring new capabilities are reliable before they reach our community. In addition, you will provide daily guidance and support to call center analysts, helping them deliver consistent, empathetic, and high-quality service to the residents of Prince William County.

About This Role:

Prince William County is seeking an empathetic and technically minded 311 Technical Lead to support and guide a growing team that plays a critical role in how residents connect with County services. The 311 program is still in its early stages but has already handled more than 63,000 interactions with residents, and new phases of development are actively underway.

This role combines service delivery, knowledge management, analytics, and emerging technology, including the systems that power Prince William County’s 311 platform.

In this role, you will provide day-to-day operational guidance and subject matter expertise to a team of five staff members while helping shape the evolution of the County’s 311 program. The ideal candidate will combine strong leadership skills with a passion for improving service delivery through technology, analytics, and continuous process improvement.

This role requires someone who enjoys organizing information, improving workflows, and collaborating with departments across the County to ensure residents receive accurate, timely assistance.

Knowledge Base Management

You will oversee the development and maintenance of the 311knowledge base, which supports both Call Center Analysts and public self-service tools.

Responsibilities include:

• Developing, editing, and maintaining knowledge articles to ensure information is accurate, current, and aligned with County policies and services
• Collaborating with departmental subject matter experts to translate technical information into clear, accessible content for both internal staff and the public
• Managing and maintaining a knowledge base of more than 1,000 articles
• Establishing structured review cycles to ensure knowledge content remains accurate and relevant
• Developing and maintaining documentation such as Standard Operating Procedures, handbooks, and quick reference guides

Program Development and User Acceptance Testing

You will play a key role in the ongoing development and improvement of the County’s 311 technology platform.

Responsibilities include:

• Leading User Acceptance Testing (UAT) for new platform features, integrations, and system updates
• Developing test plans, scripts, and acceptance criteria
• Identifying defects or enhancement opportunities and coordinating resolution with vendors and internal technology teams
• Tracking requirements, documenting proposed system improvements, and supporting change management efforts
• Participating in project planning meetings and maintaining documentation of system requirements and operational processes

Analytics and Performance Monitoring

You will use data to monitor the effectiveness of the 311 program and identify opportunities for improvement.

Responsibilities include:

• Tracking and reporting on key performance indicators such as Service Request trends, SLAs, and Omni-Channel utilization
• Running and analyzing reports in systems such as Salesforce and AWS to monitor service request performance and call handling
• Monitoring departmental response times and following up on overdue or delayed service requests
• Producing performance reports with actionable insights for leadership and operational teams

Team Leadership and Staff Development

You will provide leadership and mentorship to a team consisting of a team lead, intermediate analysts, and entry-level analysts.

Responsibilities include:

• Providing day-to-day guidance and coaching to call center analysts
• Supporting staff in resolving complex or escalated customer issues when needed
• Reviewing customer interactions such as calls, emails, and chats to help identify training opportunities and service improvements
• Assisting with onboarding and training related to new knowledge articles, system updates, and process improvements
• Establishing and monitoring service level expectations for the team
• Promoting consistent service standards and knowledge sharing across the team

Cross-Department Collaboration

The 311 Technical Lead works closely with departments across Prince William County to ensure accurate information and efficient service delivery.

Responsibilities include:

• Serving as a liaison between the 311 team, County departments, IT staff, and external vendors
• Coordinating regular outreach with departments to ensure 311 information remains current
• Providing updates and recommendations to leadership on service delivery improvements
• Supporting training initiatives for cross-departmental staff related to new knowledge content, system features, and process improvements

Minimum Requirements:

High school diploma or G.E.D. and 6 years of related experience in Information Systems, Information Technology, or a related field.

Preferences:

• Bachelor’s degree in Communications, Information Systems, Information Technology, or a related field.
• Experience in technical writing, knowledge base management, business analysis, or documentation development for customer-facing services.
• Experience collaborating with stakeholders across multiple departments to document processes, procedures, and service delivery workflows.
• Experience working with Customer Relationship Management (CRM) platforms such as Salesforce, HubSpot, or Microsoft Dynamics.
• Experience working in call center or service center operations, particularly in a 311 or constituent service environment.

Work Schedule:

This position is classified as exempt with the expectation that the candidate will complete duties within the time frame required. The standard workweek is 37.5 hours, Monday – Friday between the hours of 8:00 am to 5:00 pm. After-hours and weekend work are occasionally necessary to provide services that cannot be performed during normal business hours. This is a telework-eligible position that may revert to in-office scheduling if business needs change.

Hiring Salary Range:

$76,069.50 - $118,979.26

• Retirement from the Virginia Retirement System (VRS)
• 401a and 457 retirement savings and investment plans
• Paid Annual Leave
• Paid Personal Leave
• Paid Sick Leave
• Paid Holidays
• Optional Group Medical and Dental Health Plans
• Optional Group Life Insurance
• An Employee Assistance Program (EAP)
• Career Development Opportunities