1000000547.IT MANAGER I.INFO TECH SERVICES
Dallas, TX
| Employer: | Dallas County |
| Job Type: | Full Time |
Description | |
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Summary of Functions: Manages small IT teams and specific IT functions, such as Applications, Infrastructure, Network, Servers, Databases, Data, Cloud, or Security. Focuses on daily operations, service delivery, and basic IT governance, ensuring that IT services are delivered efficiently and in alignment with County objectives. Manages day-to-day operations, troubleshoots escalated issues, and supports technology initiatives within area of expertise. Management Scope: Manages exempt staff Communications, Organizational Change and Training Academy: This role will develop and implement change management strategies, communication plans, and workforce training programs to support IT transformation. Pivotal in fostering adoption, culture shift and digital readiness. Responsibilities Supervises daily operations within assigned IT function (Applications, Infrastructure, Network, Servers, Databases, Data, Cloud, or Security). Collaborates with cross-functional teams to deliver technology solutions. Ensures timely resolution of technical issues and escalations. Assists in incident management and root cause analysis. Ensures service availability, system performance, and adherence to operational SLAs. Supports incident response, root cause analysis, and corrective action planning. Works with senior leaders to enhance IT service delivery and reliability. Oversees IT ticketing and escalation processes, ensuring timely resolution of issues. Implements IT service management (ITSM) best practices to optimize operational efficiency. Tracks IT assets, software licenses, and hardware lifecycle. Monitors system health, tracks performance metrics, and ensures compliance with IT policies. Ensures compliance with IT security policies and governance frameworks. Identifies opportunities to streamline manual processes through automation. Implements best practices and operational workflows to optimize team efficiency. Documents operational procedures and maintains IT knowledge bases for continuity. Maintains IT documentation and standard operating procedures (SOPs). Supports the design and implementation of IT solutions. Works with engineers and analysts to troubleshoot technical issues. Evaluates and recommends minor IT system enhancements. Documents system configurations and ensures best practices are followed. Tracks IT performance metrics and recommends improvements. Assists in IT audits and compliance reporting. Tracks and provides feedback on user experience and process optimization. Supports training and knowledge-sharing efforts for IT staff. Supervises and mentors junior IT staff and technical support personnel. Assists in hiring, training, and onboarding new IT employees. Works with business units to understand IT support needs and expectations. Communicates IT policies and procedures to end users. Acts as a liaison between IT teams, end users, and vendors. Provides regular updates to senior IT management on service performance and challenges. Performs other duties as assigned. Qualifications Education, Experience and Training: Education and experience equivalent to a Bachelor's degree from an accredited college or university in Information Technology, Computer Science, or in a job-related field of study. Four (4) years of work-related experience in Information Technology, including one (1) year of supervisory experience. Experience working in government IT environments preferred. Certifications (Preferred): • ITIL Foundation Certification • CompTIA Network+, Security+, or Microsoft certifications • PMP or Agile-related certifications Special Requirements/Knowledge, Skills & Abilities: • Skill in problem-solving skills and technical troubleshooting ability. • Skill in communication and customer service skills for stakeholder engagement. • Ability to manage small teams and oversee IT operations. • Knowledge of IT security, compliance, and governance frameworks. • Ability to grow into a senior IT management role. • Knowledge of IT service management, ITIL principles, and system administration. • Skill in troubleshooting applications, IT infrastructure, software, and/or user support issues. Must possess a valid Texas Driver's License and good driving record. Will be required to provide a copy of 10-year driving history. Must maintain a good driving record and remain in compliance with Article II, Subdivision II of Chapter 90 of the Dallas County Code. "Individuals holding or considered for a position which has, or may have, access to criminal justice databases including the FBI Criminal Justice Information Systems, NCIC/TCIC and similar databases, must pass a national fingerprint-based records check prior to placement in such position and may be denied placement in such positions and/or access to such systems. Individuals must also maintain the ability to pass the records check while in the position or until such time that the Commissioners Court and the County Civil Service Commission deem this position no longer has this requirement." Physical/Environmental Requirements: Ability to work in a fast-paced, evolving technology environment. Ability to travel to various work site locations, vendor meetings, conferences, and industry events. | |