IT Operations Manager
Job Location:

1110 W. Washington St.
Phoenix, AZ 85007

Posting Details:

Salary: $85,000 - $95,000 Grade: 26 Closing Date: Open until business needs are met

Job Summary:

Under the guidance of the CIO, the IT Operations Manager manages a team that is responsible for the support of the Department's IT systems. This team is responsible for responding to help desk tickets and maintaining and updating the Department's technology stack; which includes desktops, laptops, mobile devices, servers, networks and related devices and software configurations. This team is also responsible for maintaining overall system security and ensuring compliance with State Security Policies. This management position provides leadership, technical expertise and oversight within the IT department. This position works closely with other decision makers to help identify, recommend, develop, implement, and support cost-effective system and infrastructure solutions.

Job Duties:
• Manages system administrators and other technical people responsible for server infrastructure, security, networks and daily operations.
• Serve as the lead Information Security Officer. Ensure IT Security compliance with State and Department policies. Implement and maintain security controls such as personal computer and server passwords, anti-virus, activity monitoring, software patches, and other security upgrades.
• Provide computer operations support, PC and software installation on individual workstations and servers. Assists in resolving help desk tickets, providing PC end user support, and troubleshooting hardware and software problems. Provision and maintain cloud resources.
• Develop and implement IT best practice guides for the organization. Ensure IT staff provides effective levels of support and guidance to employees regarding the use of systems and technologies available.
• Prepare reports and presentations that present risk, mitigation controls, trends and initiatives for agency leadership.
• Work with Leadership in employee development, retention, resource planning, talent management, performance management, and achieve a diverse and engaged workforce as well as recruit, train, and evaluate staff members' work.
• Maintain, administer, and/or troubleshoot agency networks.
• Work with IT staff to manage multiple projects: identify key metrics, set milestones and timelines, develop communication materials and allocate resources.
• Apply the principles, theories, and concepts of the Arizona Management System; actively participating in 1:1 coaching sessions, daily group huddles, and huddle board updates; continually identifying areas for process and quality improvement; adhering to established standard work and procedures.
• Other duties as assigned and as related to the position.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• Understanding of servers, databases, operating systems (Linux, Windows), and hardware.
• Knowledge of cloud platforms (AWS, Azure), network protocols, and virtualization.
• Familiarity with IT service frameworks and state policies.
• Strong understanding of system and infrastructure security best practices and processes.
• Knowledge of recovery procedures including backups and plans for system failures.
• Understanding of Large Language Models (LLMs), generative AI architectures, retrieval-augmented generation (RAG), prompt engineering, vector databases, semantic search, and agentic AI solutions.
• Understanding of PII and PCI compliance requirements.

Skilled in:
• Finding and fixing root causes of complex system issues
• Planning and running system upgrades, migrations, or deployments.
• Automating deployments and patching
• Excellent communication skill (written and verbal)
• Computer software and programs (Microsoft Office, Google Suite, Salesforce)
• Budget management and vendor negotiation
• Strong customer service skills
• Excellent Interpersonal, written and oral communication skills
• Strong problem solving and analytical skills
• Time management, organization, and attention to detail

Ability to:
• Provide guidance to staff, setting goals, and mentoring team members
• Explain technical concepts to business leaders
• Work outside business hours and on weekends as needed
• Balance, prioritize and organize multiple tasks
• Work collaboratively in teams and across organizations
• Build strong relationships with both internal and external customers
• Express complex technical concepts effectively, both verbally and in writing

Selective Preference(s):
• 5+ years of related experience in IT-App Support, IT-Development, IT-Networking or similar field.
• Bachelor's degree in Computer Science or related discipline preferred, or proven equivalent industry experience.
• Leadership or management experience.

Pre-Employment Requirements:

-Requires possession of and ability to retain a current, valid 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 required driver training. (refer to Arizona Administrative Code R2-10-207.12.) Driver's License Requirements.

Benefits:
• 10 paid holidays per year
• Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child, learn more here .
• Other Leaves - Bereavement, civic duty, and military
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable health insurance plan, including medical, dental, life, and disability insurance
• Tuition Reimbursement and Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• A variety of learning and career development opportunities

Upon successful completion of the required training and probationary period, this position may offer the ability to work a hybrid remote work schedule, based upon the department's business needs and continual meeting of expected performance measures. All work, including remote work, should be performed within Arizona. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Lifetime Pension Benefit Program
• Administered through the Arizona State Retirement System (ASRS).
• Defined benefit plan that provides for life-long income upon retirement.
• Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
• Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).
Deferred Retirement Compensation Program
• Voluntary participation.
• Program administered through Nationwide.
• Tax-deferred retirement investments through payroll deductions.

Contact Us:

If you have trouble applying for this position, please email [email protected] for assistance.
Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting ASLD Human Resources at 602-542-2629. Requests should be made as early as possible to allow time to arrange the accommodation.