Technical Operations Manager - Service Delivery

Fulton County•Government Center 141 Pryor Street, GA

About The Position

The purpose of this classification is to manage an assigned operational area (Data Center, Database Administration, Desktop Engineer, Networks & Telcom, Systems Engineering, Service Delivery) within the Department of Information Technology, including managing assigned staff. This role involves supervising, directing, and evaluating assigned staff, managing training plans, organizing and assigning work, managing the assigned operational program, managing projects, developing and implementing standards, policies, and procedures, consulting with other County departments, making budget recommendations, and staying aware of new technologies and trends.

Requirements

Bachelor's Degree in Business, Information Technology, Information Systems, Computer Science, or a related field required.
Four (4) years experience managing a service desk.
Experience managing or utilizing ITIL service deliver, delivery processes for incident, problem, change and release processes.
Experience with configuration management and configuration databases.
Experience with developing and managing service level agreements.
Experience managing technical teams and leading large technical implementations.
Lead or supervisory experience required.
Must possess and maintain a valid Georgia driver's license.
Understanding of service management tools for event management, provisioning and monitoring.
Strong communication and collaboration skills.
Advanced knowledge of Information Technology Infrastructure Library methodology.
Knowledge of personal computer operating system and hardware.
Knowledge of Microsoft Office.
Experience leading complex initiatives working with multiple business units.
Ability to function independently and display proactive initiative.
Ability to work on multiple tasks simultaneously.
Ability to foster a team environment to create collaborative and positive relationships.
Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software.
Operates general office or other equipment as necessary to complete essential functions.

Nice To Haves

ITIL Foundation, Practitioner or Service Manager certification a plus.

Responsibilities

Supervises, directs, and evaluates assigned staff: develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; approves/processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures.
Manages training plans as to ensure staff receives training to ensure staff develops and maintains applicable technical skills and knowledge.
Organizes, prioritizes, and assigns work; prioritizes and schedules work activities in order to meet objectives; ensures that subordinates have the proper resources needed to complete the assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex/problem situations and provide technical expertise; provides progress and activity reports to management; and assists with the revision of procedure manuals as appropriate.
Manages assigned operational program within the department, such as Data Center, Database Administration, Desktop Engineer, Networks & Telcom, Systems Engineering, Service Delivery; develops, plans, and implements long and short term strategic plans, goals, and objectives for the County in assigned operational program; evaluates performance of current systems/programming in relation to growing needs of the County; evaluates system's effectiveness and identifies needed changes, modifications and/or enhancements.
Manages projects in assigned operational program: establishes project priorities; develops plans for implementing changes to include lifecycle plans that identify the order, timing and priority of system changes; recommends methodologies, data sources, and software tools; recommends changes to current technology systems or applications in order to meet organizational needs; identifies new processes and alternatives to resolve problems or improve/enhance operations.
Develops and implements standards, policies and procedures: maintains written standards for the management of data and work processes; documents and reviews procedures for the maintenance of specific datasets; establishes and enforces best practices; consults with other managers in design of procedures and standards.
Consults with other County departments and agencies: reports on information technology; provides technical information, advice and direction.
Makes recommendations regarding departmental budget: monitors expenditures to ensure compliance with approved budget.
Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession: reviews professional publications, technical manuals, and web sites to increase knowledge of network operations; attends conferences, workshops, and training sessions as appropriate.
Operates or uses various equipment and supplies in order to complete work assignments: operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.
Communicates with County officials and department heads, supervisor, other employees, clients, third party service contractors, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Performs other related duties as required.