Technical Operations Manager - Service Delivery

Minimum Qualifications

• Bachelor's Degree in Business, Information Technology, Information Systems, Computer Science, or a related field.
• Four (4) years experience managing a service desk or related ITIL service delivery processes (incident, problem, change, release).
• Experience with configuration management databases and service level agreements.
• ITIL Foundation, Practitioner or Service Manager certification (plus).
• Experience managing technical teams and leading large technical implementations.
• Lead or supervisory experience required; or equivalent education, training, and experience providing the necessary knowledge, skills, and abilities.

Must possess and maintain a valid Georgia driver's license.

Understanding of service management tools for event management, provisioning and monitoring; strong communication and collaboration skills; advanced knowledge of ITIL methodology; knowledge of computer operating systems and hardware; knowledge of Microsoft Office; experience leading complex initiatives across multiple business units.

Qualifying veterans will be given preference in the form of a guaranteed invitation to interview for any position to which they have been found to have met the minimum qualifications. Veterans’ preference applies only to the initial appointment.

• Supervises, directs, and evaluates assigned staff; develops work schedules; compiles timesheets; handles employee concerns; conducts performance appraisals; trains staff.
• Manages training plans to ensure staff maintain technical skills and knowledge.
• Organizes, prioritizes, and assigns work; schedules activities; provides resources; monitors status; consults on complex problems; provides progress reports; assists with procedure revisions.
• Manages the assigned operational program (Data Center, Database Administration, Desktop Engineer, Networks & Telecommunication, Systems Engineering, Service Delivery); develops strategic plans; evaluates performance; identifies improvements.
• Manages projects: establishes priorities; develops change life‑cycle plans; recommends methodologies, data sources, and tools; identifies new processes to resolve problems or improve operations.
• Develops and implements standards, policies, and procedures; maintains written standards; reviews and documents procedures; consults with other managers.
• Consults with other County departments and agencies; reports IT information; provides technical advice.
• Makes recommendations regarding the departmental budget; monitors expenditures for compliance with the approved budget.
• Maintains awareness of new applications, technologies, and industry trends; reviews professional publications; attends conferences, workshops, and training sessions.
• Uses analytical skills and data to support strategic decisions; communicates effectively across all business areas; demonstrates strategic leadership, project methodologies, and independent initiative; multitasks; fosters a collaborative team environment.
• Operates equipment and supplies: personal computer, word processing, spreadsheets, databases, presentations, email; and general office equipment.
• Communicates with County officials and department heads, supervisors, employees, clients, third‑party service contractors, and other stakeholders as needed.

Performs other related duties as required.