Job Description
Serves as a mid-level management role responsible for leading a larger team or multiple related teams within a specialized IT function such as Applications, Infrastructure, Network, Servers, Databases, Data, Cloud, or Security. Expands upon broader strategic responsibilities, cross-team collaborations, and deeper ownership of service delivery and IT initiatives. Ensures IT operations, compliance, and innovation are aligned with Dallas County's technology and business objectives.
Management Scope: Manages exempt staff.
Responsibilities
Manages multiple IT teams, ensuring efficient service delivery and operational performance. Develops, monitors, and enforces service level agreements (SLAs) and IT performance metrics. Leads incident management, problem resolution, and escalation handling for IT services. Identifies and implements service automation and self-service initiatives. Collaborates with IT leaders to optimize resource allocation and service workflows. Ensures IT services are consistently available, reliable, and meet defined SLAs. Implements and optimizes IT service management (ITSM) frameworks to enhance operational efficiency. Leads troubleshooting efforts and problem resolution for critical issues impacting IT services. Coordinates with cross-functional teams to ensure seamless operations across IT divisions.
Oversees IT asset management, budgeting, and resource planning for enhanced efficiency. Develops, documents, and enforces operational standards, best practices, and guidelines. Implement and enforce IT governance policies, cybersecurity best practices, and compliance measures. Coordinates vendor contracts, procurement processes, and third-party service management. Leads ITSM adoption, including change management, incident tracking, and continuous improvement initiatives. Ensures proper documentation, system monitoring, and preventive maintenance of IT infrastructure. Drives continuous improvement initiatives to enhance IT service delivery. Monitors system health, tracks performance indicators, and drives proactive maintenance efforts. Leads disaster recovery and business continuity planning within assigned function. Conducts security assessments and implements necessary controls to mitigate vulnerabilities.
Assists in designing scalable IT solutions, cloud adoption strategies, and system integrations. Supports IT leadership in evaluating emerging technologies and their impact on County services. Implements technical roadmaps and assists in application modernization and infrastructure upgrades. Develops standards and best practices for system configurations and IT deployments.
Tracks IT performance metrics and leverages data analytics to enhance service quality. Conducts root cause analysis and implements corrective actions for recurring IT issues. Ensures adherence to IT governance and security frameworks, conducting periodic compliance assessments. Drives process optimization, automation, and cost-saving initiatives to enhance IT operations. Defines and tracks key performance indicators (KPIs) to measure team efficiency and service effectiveness. Develops reports and dashboards to monitor IT operations, service levels, and project progress. Analyzes operational data to identify trends, bottlenecks, and areas for process improvements. Benchmarks IT performance against industry best practices and recommends optimizations. Establishes structured feedback loops with end-users and stakeholders to enhance IT service quality. Identifies and drives automation opportunities to improve efficiency and service delivery. Maintains capacity planning models to ensure systems and resources scale with business needs. Implements strategies for cost optimization and technology lifecycle management.
Leads and mentors IT teams, providing professional development and career growth opportunities. Assist in hiring, training, and evaluating IT personnel to ensure high performance. Fosters a collaborative and innovative team culture that supports IT transformation initiatives. Establishes training programs and technical skill enhancement opportunities for IT staff. Fosters a collaborative, high-performance culture across IT teams. Conducts performance reviews and sets clear expectations for individual and team success.
Partners with County departments to align IT services with operational needs. Communicates IT strategies, policies, and best practices to internal teams and external stakeholders. Collaborates with vendors, consultants, and external agencies to enhance IT capabilities. Provides reports and updates to senior IT leadership on service performance, challenges, and strategic recommendations. Communicates project updates, risks, and resolutions effectively to leadership and stakeholders. Works with external vendors, technology partners, and consultants to enhance IT capabilities. Advocates for technology investments that improve business efficiency and service quality. Represents the IT department in County-wide initiatives and community engagement programs. Develops communication strategies to increase end-user awareness of IT services and policies.
Performs other duties as assigned.
Qualifications
Minimum Qualifications:
Education, Experience and Training:
Education and experience equivalent to a Bachelor's degree from an accredited college or university in Computer Science, Information Technology, Business, or in a job-related field of study. Five (5) years of work-related experience in Information Technology, including two (2) years of supervisory experience. Experience working in government IT environments is preferred.
Certifications (Preferred):
• ITIL Foundation Certification
• CompTIA Network+, Security+, or Microsoft certifications
• PMP or Agile-related certifications
Special Requirements/Knowledge, Skills & Abilities:
• Ability to lead and skill in problem-solving with a proactive approach
• Skill in communication and stakeholder engagement
• Ability to manage multiple teams and oversee IT service delivery across multiple functions • Knowledge of IT security, risk management, and compliance frameworks
• Ability to drive IT innovation and continuous improvement initiatives
• Knowledge of IT service management, cybersecurity principles, and enterprise system administration
• Knowledge of IT service management, cybersecurity principles, and enterprise system administration
• Skill in troubleshooting, system monitoring, and IT process automation
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.
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.
