IT OPERATIONS MANAGER
Job Location:

Work Location: Papago Park Military Reservation (PPMR), Phoenix, AZ

Posting Details:

Salary: Up to $48.4347 per hour (DOE) Grade: 27 Closing Date: July 20, 2026
Internal Opportunity For Current DEMA Employees Only

Job Summary:

The IT Operations Manager is responsible for supervising the operations team, monitoring system performance and configuring new software and hardware. Configures internal systems, diagnoses and troubleshoots technical issues, upgrades the technical infrastructure, installs servers, devices and firewalls. Trains new system users and sets up their accounts, monitors the performance of servers, software and hardware, and ensures the smooth deployment of new applications. Identifies technical problems, anticipates potential issues and repairs systems and software when necessary. Other duties may include setting up new users and giving them access to the resources, managing and maintaining file servers and cloud based systems. Actively participates in promoting a continuous improvement workplace culture, through the use of teamwork, root cause problem solving, standard operating procedures, and review of performance metrics.

Job Duties:

Responsibilities include:
• Categorizes, isolates, and resolves system problems.
• Processes, documents, and coordinates resolution of trouble calls with help desk.
• Implements software patches, security fixes, and tests and validates modified system configurations.
• Ensures compliance with standards for systems software and documentation
• Installs, monitors, and directs proactive and reactive computer network defense measures to ensure the availability, integrity, confidentiality and reliability of systems.
• Monitors system reliability and availability.
• Supervises the staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
• Trains staff on operational procedures and troubleshooting techniques.
• Coaches team members on performance, completes employee performance.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• Enterprise infrastructure technologies and proprietary in-house applications
• Process improvement methodologies and innovative solution development
• Conflict resolution principles and confidential data handling practices
• Customer-centric problem-solving and service delivery standards
• Project management, time management, and strategic goal-setting principles
• IT procurement, resource allocation, and budget preparation processes
• Team leadership, personnel scheduling, and training techniques

Skilled in:
• Advanced technical troubleshooting and problem resolution
• Delivering high-quality customer service
• Excellent interpersonal, written, and oral communication
• Time management, task prioritization, and organization
• Relationship building and stakeholder engagement inside and outside the organization
• Integrating and synthesizing feedback to adjust strategic plans

Ability to:
• Install, configure, and repair PC hardware and software
• Perform advanced design, maintenance, and repair of enterprise servers
• Develop, write, and maintain clear technical documentation
• Evaluate, test, and adapt to emerging technologies
• Work collaboratively and effectively within diverse, cross-functional teams
• Maintain emotional intelligence, practice active listening, and remain open to new ideas during difficult or high-pressure situations

Selective Preference(s):

Desired qualifications include any combination of experience, education, and training that meets the knowledge, skills, and abilities as described. The preferred candidate will have a Bachelor's Degree and 5 years related experience, or equivalent work experience.

Pre-Employment Requirements:

Special Job Requirements:
• This position requires possession of and ability to retain a current, valid Arizona state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)
• Individual is required to pass a criminal background investigation.
• In State travel required.
• Must be a US citizen. Candidates for this position will be required to submit to a criminal background investigation as well as possess the ability to achieve a favorable Tier 3 investigation for the purpose of obtaining/maintaining a Secret clearance eligibility and Common Access Card (CAC).

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver's License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The State of Arizona offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here . For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Eligible DEMA employees participate in excellent retirement programs provided by the Arizona State Retirement System (ASRS) and for fire personnel the Public Safety Personnel Retirement System (PSPRS).

Contact Us:

If you have any questions, please feel free to contact [email protected].
DEMA is a smoke-free work environment.