Information Technology Operations Manager

The Information Technology Operations Manager oversees IT operations, including help desk, asset management, and desktop support functions across the countywide organization. Supports and administers several budgeting and project management functions for the department. Exercises supervision over the division operations team. Works under the general direction of the Director of Information Technology.

The hiring range for this position is from $ to $ based on experience. The full salary range for this position is from $ to $ to provide opportunity for growth and development.

• Ensures that the design and integration of the IT Operations team lead to increased effectiveness and efficiency for County departments;
• Manages employees' training, taskings, hiring, discipline, mentoring, development, and performance;
• Manages day-to-day tasks of Help Desk, Asset Management, and Desktop Support;
• Prepares annual budget requests and manages budget expenditures for the division;
• Leads and coordinates IT operational projects, ensuring alignment with the department’s strategic goals and timely delivery within scope and budget;
• Reviews and analyzes existing technology efficiencies and effectiveness and develops strategies for improving and integrating these systems;
• Oversees the execution of ITIL-based processes (Incident, Service Request, Change, Problem, and Knowledge Management) as part of structured program delivery;
• Develops and maintains project plans, timelines, and resource allocations for initiatives related to Help Desk, Asset Management, and Desktop Support;
• Translates business requirements into technical processes and system solutions that are aligned with the IT department's strategic plan and industry best-practices;
• Ensures that all work and services provided are customer-focused, committed to excellence, and with a strong attention to detail during all phases of the project lifecycle;
• Collaborates with various stakeholders on the planning and evaluation of new IT systems;
• Assists customers by answering questions about system configurations, operations, customizations, and changes. Resolves technical support issues and problems as needed;
• Ensures that operating procedures, contingency plans, standards, and guidelines are followed;
• Assists in developing, administering and evaluating IT strategies, policies, budgeting and procedures;
• Documents all work products and progress in the IT Service Management System;
• Establishes proactive and responsive customer support for Directors and above, constitutional officers, and Board of Supervisors;
• Supports and administers the operations team budget along with leading efforts to support the entire IT’s departmental budget;
• Performs related tasks as required.

• Deep understanding of best practices for help desk, asset management, and desktop support functions;
• Ability to monitor project progress, identify risks or roadblocks, and implement corrective actions to ensure successful outcomes;
• Knowledgeable of customer service principles and ability to improve customer satisfaction scores;
• Knowledge and ability to exercise team leadership;
• Excellent written and verbal communication skills with the ability to effectively communicate to Senior Leadership, highly technical, and non-technical audiences;
• Ability to support continuous improvement initiatives by evaluating project outcomes and integrating feedback into future planning cycles;
• Ability to develop IT processes and procedures from scratch;
• Ability to motivate staff to achieve defined goals and metrics;
• Ability to ensure high‑quality technical support (help desk, asset, and desktop support);
• Ability to ensure customer service is timely and accurate;
• Ability to drive ever‑increasing customer satisfaction;
• Ability to recruit and train technical support staff with a strong focus on customer service;
• Ability to establish and maintain effective working relationships with employees, superiors, vendors, and other departments.

A combination of education and experience equivalent to a bachelor’s degree in information technology, computer science, business, telecommunications, political science, or a related field and 5 to 7 years of IT experience with at least 2 years in a leadership role leading, coaching, and developing technical teams in a customer service environment. Experience in Agile frameworks and methodologies, executing process reengineering (Lean Six Sigma preferred), and with strategic planning, establishing and communicating roadmaps, budgeting, and allocation of resources.