Stafford County Government · 1 hour ago
Information Technology Operations Manager
Stafford County, VA
Full-time
Onsite
Senior Level
$102K/yr - $178K/yr
5+ years expStafford County Government is seeking an Information Technology Operations Manager to oversee IT operations across the countywide organization. This role includes managing help desk, asset management, and desktop support functions, as well as supervising the division operations team and administering budgeting and project management functions.
Government Administration
Responsibilities
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
Qualification
Required
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
5 to 7 years of IT experience
At least 2 years in a leadership role leading, coaching, and developing technical teams in a customer service environment
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
Preferred
Experience in Agile frameworks and methodologies
Executing process reengineering (Lean Six Sigma preferred)
Experience with strategic planning, establishing and communicating roadmaps, budgeting, and allocation of resources
Company
Stafford County Government
From pre-colonial America to modern-day, Stafford County has a rich history associated with significant events and people in our nation’s history.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Andrew L. Spence, MPA
Chief Information Services Director/Officer
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