Technical Operations Lead

Job Description

Arlington County's Department of Libraries is seeking a Technical Operations Lead to oversee day-to-day operations of the Library's technology environment. This senior role ensures reliable, secure, and customer-focused technology services across all Library locations; leads operational priorities, incident response, infrastructure and endpoint standards, technology upgrades, and service restoration; and serves as a liaison with the Department of Technology Services (DTS), vendors, Library leadership, and IT stakeholders. The position reports to the Information Technology Program Manager and provides functional leadership to staff, contractors, and project teams supporting Library technology services.

Responsibilities

Specific duties include:

• Leading daily technical operations across Library locations, establishing priorities, monitoring service performance, managing help desk tickets, coordinating resources, and serving as the senior escalation point for complex incidents and recurring problems not resolved by DTS, vendors, or frontline support and driving diagnosis, restoration, root-cause analysis, and corrective action;
• Owning endpoint configuration, deployment, patching, compliance, and lifecycle management for public and staff devices using Microsoft Azure and Intune, and coordinating operational support for Library-specific hardware, software, servers, peripherals, audiovisual systems, networks, and wireless services;
• Leading change and release readiness for patches, upgrades, integrations, and system enhancements, including risk assessment, testing, implementation planning, stakeholder communications, validation, and rollback coordination;
• Tracking incidents, requests, changes, asset health, vendor performance, and service trends, and using operational metrics to identify risks, improve reliability, and communicate status to leadership;
• Representing Library technology operations in enterprise projects and cross-department meetings, translating service needs into actionable technical requirements and standards;
• Coordinating vendors and contract deliverables, contributing technical requirements and service levels to scopes of work, and ensuring timely resolution of performance and support issues;
• Maintaining operational documentation, system inventories, support procedures, workflows, technical standards, recovery guidance, and knowledge articles for technical and non-technical audiences; and
• Providing functional leadership, technical coaching, work coordination, and quality review for staff and partners supporting Library technology, and leading projects and operational improvements from planning through stabilization.

The ideal candidate will have the following:

• Experience leading technical operations or service delivery in multi-site, customer-facing environments with diverse technical and non-technical stakeholders;
• Proven ownership of incident escalation, problem management, change coordination, operational risk, and service continuity;
• Ability to prioritize work, coordinate internal teams and vendors, and communicate service status, risks, decisions, and recovery plans to organizational leadership;
• Strong knowledge of endpoint management, identity and access, networking fundamentals including DNS and DHCP, Windows platforms, cloud administration, and enterprise support practices;
• Experience planning and implementing technology changes, upgrades, and projects through testing, deployment, stabilization, documentation, and transition to support; and
• Demonstrated ability to provide technical direction, mentor team members, improve operational processes, and deliver measurable service improvements.

Qualifications

Minimum Requirements

• Bachelor's degree in Computer Science, Information Systems Management, Mathematics, or a related field; and
• Some experience supporting and operating complex technology environments, including responsibility for service delivery, complex troubleshooting, stakeholder coordination, and the implementation of technology changes or projects as well as experience serving as team lead on larger projects or experience in the management of smaller projects.

Substitution: Additional qualifying experience may substitute for the education requirement on a year for year basis.

Desirable: Preference will be given to applicants with experience in one or more of the following:

• Extensive experience with Microsoft Azure and Intune including building tenants and managing device fleets;
• Familiarity with the following:
  • Azure Virtual Desktop (AVD);
  • Windows 11, Windows Server 2025 and SQL Server 2019+;
  • Integrated library systems (especially Koha) and library technology environments, including library specific software (Faronics Deep Freeze); and
  • Apple products and Chromebooks
• Knowledge of SQL (especially writing reports and queries to extract data when requested), PowerShell scripting or similar, Win32 app management; and/or
• Certifications: Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) or Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140).

Special Requirements

Background Check: A pre-employment criminal records check will be conducted. It will include checks of the following: criminal record, driving record, education, professional licensure, and credit history. You will be required to sign a release authorizing the County to obtain your background information.

Driver's License: Possession of, or ability to obtain by the time of appointment, a valid motor vehicle operator's license from the applicant's place of residence and the applicant must authorize Arlington County to obtain, or the applicant must provide a copy of the applicant's official state/district driving record. Any offer of employment will be contingent upon a favorable review of the applicant's driving record.

Work Environment - Requires the ability to lift very heavy objects weighing up to 70 pounds.

Additional Information

Location and Work Hours: Central Library, 1015 N. Quincy Street. Full-time, 40 hours per week including some evening and weekend work. Actual work schedule is determined by the needs of the unit with occasional off-hour requirements. This position requires traveling to other locations (total of 11) to complete support work as needed. Telework may be available after the probationary period on a case-by-case basis.

The official title of this position is Business Systems Analyst II.

NOTE:This position is listed as "open continuous." Interested applicants are advised to submit their applications as soon as possible. Applications will be reviewed, and qualified applicants referred on a continuous basis. Interviews will be conducted on a regular basis throughout the recruitment with candidates whose qualifications best fit our needs. If your application is received later in the recruitment process, it may not be reviewed or considered. The application process will close when the position has been filled or when enough qualified applications have been received.

This position is eligible for County government employee benefits that include health, dental, vacation and sick leave, commuter transportation subsidies, tuition reimbursement, as well as a generous retirement plan.

For more information on Arlington County's generous benefits and retirement plan, click here.

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