IT Operations Manager

Arizona Department of Administration • Phoenix, AZ

2d • Onsite

About The Position

The Department of Emergency & Military Affairs (DEMA), led by The Adjutant General, provides emergency management and military capabilities to the citizens of Arizona and the nation. The Emergency Management Division consists of three sections—operations, preparedness, and financial administration. Each section works collaboratively across the agency and with external partners to manage emergency responses and reduce the impacts of disasters. Additionally, DEMA is the headquarters for the Arizona National Guard, the primary combat reserve of the United States military. The Arizona Army and Air National Guard provide military forces and equipment to accomplish community, state, and federal missions. 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.

Requirements

• Knowledge of Enterprise infrastructure technologies and proprietary in-house applications
• Knowledge of Process improvement methodologies and innovative solution development
• Knowledge of Conflict resolution principles and confidential data handling practices
• Knowledge of Customer-centric problem-solving and service delivery standards
• Knowledge of Project management, time management, and strategic goal-setting principles
• Knowledge of IT procurement, resource allocation, and budget preparation processes
• Knowledge of Team leadership, personnel scheduling, and training techniques
• Skilled in Advanced technical troubleshooting and problem resolution
• Skilled in Delivering high-quality customer service
• Skilled in Excellent interpersonal, written, and oral communication
• Skilled in Time management, task prioritization, and organization
• Skilled in Relationship building and stakeholder engagement inside and outside the organization
• Skilled in Integrating and synthesizing feedback to adjust strategic plans
• Ability to Install, configure, and repair PC hardware and software
• Ability to Perform advanced design, maintenance, and repair of enterprise servers
• Ability to Develop, write, and maintain clear technical documentation
• Ability to Evaluate, test, and adapt to emerging technologies
• Ability to Work collaboratively and effectively within diverse, cross-functional teams
• Ability to Maintain emotional intelligence, practice active listening, and remain open to new ideas during difficult or high-pressure situations
• 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).
• This position requires possession of and ability to retain a current, valid Arizona state-issued driver's license appropriate to the assignment.
• Individual is required to pass a criminal background investigation.

Nice To Haves

• A Bachelor's Degree and 5 years related experience, or equivalent work experience.

Responsibilities

• 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.

Benefits

• 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
• Paid Parental Leave program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level