Applications Manager

General Description:

The Applications Manager provides leadership and oversight for the Tax Collector’s Office technology applications and infrastructure, supervising the Exchange Administrator, Telephony/Call Center Administrator, Webmaster, and Server Administrator. This position ensures that all assigned systems operate securely, efficiently, and in compliance with applicable laws, including Department of Highway Safety and Motor Vehicles (DHSMV) regulations, Department of Revenue (DOR) guidelines, and cybersecurity standards.

The role is responsible for maintaining high availability of email services, telephony systems, public-facing websites, and server infrastructure while supporting critical tax collection and driver license systems.

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field.
• Five (5) years of progressively responsible IT experience in systems administration, application management, telephony, or web management.
• Two (2) years in a supervisory or team lead role.
• Experience with Microsoft Exchange, enterprise telephony/call center systems, website management, and both Windows and Unix environments required.
• Knowledge of property tax, business tax, motor vehicle, and driver license systems preferred.
• Public-sector or government IT experience strongly preferred.

• Microsoft Certified:
  Exchange Server or Microsoft 365 Messaging Administrator preferred.
• Security+ or other recognized cybersecurity certification strongly preferred.
• ITIL Foundation certification desirable.
• Cisco, Avaya, or other telephony-related certifications preferred.

• Supervise and coordinate the daily activities of the Exchange Administrator, Telephony/Call Center Administrator, Webmaster, and Server Administrator.
• Oversee the operation and security of Microsoft Exchange email systems, including account management, retention policies, encryption, and threat protection.
• Manage enterprise telephony and call center systems, including IVR configuration, call routing, reporting, uptime monitoring, and integration with customer service applications.
• Direct website management activities to ensure the Tax Collector’s Office website is secure, accurate, ADA/Section 508 compliant, and provides timely public information.
• Oversee Windows and Unix server administration, including installation, upgrades, patch management, performance monitoring, backups, and disaster recovery.
• Ensure operational readiness and compliance of application systems supporting property tax collection, business tax receipts, motor vehicle registrations, and driver license issuance.
• Implement and maintain robust cybersecurity practices, including access control, vulnerability scanning, incident response, and alignment with frameworks such as NIST and CIS.
• Conduct or coordinate periodic security audits, penetration testing, and risk assessments for all managed systems.
• Collaborate with state agencies (DHSMV, DOR) and third-party vendors to maintain and enhance system functionality, security, and compliance.
• Develop and enforce policies, procedures, and documentation for all supported systems and applications.
• Prepare operational and performance reports for IT leadership and executive management.
• Respond to escalated technical issues and lead resolution efforts for critical incidents.

• Advanced knowledge of Microsoft Exchange administration, Office 365 integration, and email security protocols.
• Strong understanding of enterprise telephony/call center operations, IVR systems, and call performance analytics.
• Web administration expertise, including content management systems, accessibility compliance, and website security best practices.
• Proficiency in Windows and Unix server administration, virtualization, networking fundamentals, and system security hardening.
• Knowledge of tax and driver license systems, including integration with state-level databases and applications.
• Deep understanding of cybersecurity principles, tools, and regulatory requirements for government agencies.
• Strong leadership, communication, and problem-solving skills to work effectively with technical teams, management, vendors, and state agencies.
• Ability to manage multiple priorities in a high-demand, deadline-driven environment.

• Work is generally sedentary but may require lifting or moving equipment weighing up to 50 pounds. Occasional travel between office locations or data centers may be required.

• Requires visual acuity to work with computer hardware and software, and the ability to communicate effectively both verbally and in writing.

• Standard office environment with occasional travel for training, vendor coordination, or state agency meetings.
• May require evening or weekend hours during system implementations, upgrades, or emergencies.