IT Systems Manager

Job Summary

This position is located in the Office of Unified Communications (OUC), Information Technology Division. The mission of the Office of Unified Communications (OUC) is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia. This service is performed by a team that handles emergency and non‑emergency calls that are received when individuals dial 911 and 311 in Washington, DC.

OUC also provides centralized, District‑wide coordination and management of public safety voice radio technology and other public safety communication systems and resources to District government agencies and several local, state, and federal partners.

• Manages the enterprise IT systems that support 911 and 311 operations, ensuring all systems remain secure, reliable, and compliant with District and federal standards.
• Provides support for the agency’s 311 Customer Relationship Management (CRM) platform.
• Directs the deployment and maintenance of servers, storage, networking, endpoints, and other IT assets, and resolves issues that may impact system availability.
• Manages patch and update management across servers, endpoints, applications, and 911 and 311 systems to maintain security and operational stability.
• Leads vulnerability remediation efforts to address identified risks and ensure timely mitigation.
• Implements, monitors, and tests backup solutions to ensure reliable data recovery across all OUC IT infrastructure systems.
• Establishes and enforces procedures to strengthen the agency’s cybersecurity posture and minimize operational risks, working closely with the District’s IT security team.
• Ensures rapid response to outages and system failures to minimize downtime.
• Manages the administration of virtualized server infrastructures and the configuration of networks, including VLANs, subnets, and routing, to optimize system performance, resiliency, and scalability.
• Reviews technical documentation to ensure accuracy and compliance with agency standards.
• Supervises, plans, organizes, directs, and coordinates assigned IT staff to carry out systems management and administrative functions.
• Provides clear direction on work priorities, monitors assignments, evaluates staff performance, and identifies training and developmental needs.
• Ensures policies and procedures are consistently applied to maintain accountability and high standards of performance.
• Develops and maintains standard operating procedures, system documentation and technical training materials for 911 and 311 systems.
• Follows the District IT policy and regulations for change management by scheduling, coordinating and leading the implementation of system‑related changes.
• Documents and tracks the resolution of all system problems.
• Collaborates with executive leadership and public safety stakeholders to ensure IT systems align with organizational goals.
• Develops and delivers technical reports, performance analyses, and strategic recommendations that guide decision‑making and support mission‑critical emergency communications services.
• Oversees budgeting and planning for IT infrastructure, software licensing, system maintenance, and capital improvement projects.

Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks.

Must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification). For all positions individuals must have IT‑related experience demonstrating each of the four competencies listed below.

• Attention to Detail – thorough when performing work and conscientious about attending to detail.
• Customer Service – works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about…