Technology Enablement and Support Manager (0367)

Brooksville • Brooksville, FL

5d • Hybrid

About The Position

Support the District’s Information Technology Bureau (ITB) by leading a forward thinking, highly responsive, customer-focused technology support function in a fast-paced, collaborative, team-oriented operating model. As part of the ITB leadership team, the Manager, Technology Enablement and Support Services will directly oversee a team comprised of desktop support technicians and endpoint specialists, ensuring District staff have the modern digital workplace tools, training, and seamless support needed to perform their responsibilities efficiently. This position operates within a modern mesh organizational framework working closely with the other section managers and reports directly to the Information Technology Bureau Chief. This opportunity provides the ability to make a meaningful impact across the organization by improving end-user experience, driving touchless automation, strengthening device lifecycle management, and advancing automation and operational excellence through ITIL/ITSM practices. The District supports employees who prefer a flexible schedule or a remote work schedule so that they can enjoy their time outside of the District through work-life balance. This role is considered hybrid, which means the employee will be required to come on-site and may work a portion of their time remotely (must live in Florida) after successful training. Come build a career that is challenging, fulfilling, and helps support the District’s mission to protect Florida’s water resources.

Requirements

• Masters degree (or higher) in Information Technology or related field and Six (6) years Information Technology experience (Equivalent combination of experience and education is accepted)
• Four (4) years supervisory experience in an Information Technology management position
• Valid driver’s license
• Masters degree (or higher) in Information Technology or related field and eight (8) years Information Technology experience (Equivalent combination of experience and education is accepted)
• Six (6) years supervisory experience in an Information Technology management position
• Valid driver’s license

Nice To Haves

• Certifications: CompTIA A+, Network+, Security+
• Microsoft 365
• ITIL
• COBIT
• Organizational Change Management

Responsibilities

• Minimize and eliminate friction between District staff and the technologies required to perform their responsibilities by ensuring staff have the tools, training, and support needed to execute the District’s mission efficiently.
• Provide hands-on leadership to an agile support team of 8–12 desktop support technicians and endpoint specialists, fostering a high-performing, highly responsive service culture.
• Collaborate across the IT Bureau—specifically alongside Enterprise Infrastructure, App Dev & Data Architecture, and the Project Management Sections within the Information Technology Bureau to ensure new enterprise systems, updates, and databases transition seamlessly to end-users with zero business disruption.
• Partner closely with the support team to coordinate and deliver seamless technical support for approximately 630 District staff members and all associated endpoint technologies.
• Drive digital workplace adoption across 630+ staff by contributing to the ongoing development of self-service knowledge bases, targeted micro-trainings, and continuous user engagement for Microsoft 365, business applications and other end-user applications.
• Oversee the full lifecycle of PCs and mobile devices—including provisioning, patching, maintenance, security compliance, and lifecycle replacement—to ensure reliable, secure end-user computing.
• Utilize hosted and on-premise management platforms to automate device provisioning, including touchless lifecycle replacement, to reduce manual workloads and improve efficiency.
• Streamline incident and request workflows by applying ITIL, COBIT, and ITSM practices to optimize operations and enhance service delivery.
• Monitor and analyze key performance indicators—including SLA compliance, first-contact resolution, and satisfaction scores—to drive continuous improvement of support operations.
• Monitors, evaluates, and documents staff progress and performance, providing clear expectations, constructive feedback, and support to resolve issues impacting workflow or quality while cultivating technical lead roles within the support team to further enhance team performance and technical advancement.
• Identifies and supports staff development needs by providing ongoing coaching, mentoring, technical guidance, and opportunities to build procurement knowledge, skills, and professional growth.

Benefits

• Florida Retirement System (FRS) District Total Contribution 14.03%
• 9 paid holidays (+ 1 floating holiday)
• Generous vacation and sick leave
• Paid Parental Leave, including Maternity, Bonding and Family Supportive Work Program
• Medical and dental insurance (91- 97% District paid)
• Vision insurance
• Deferred Compensation Program
• Basic and voluntary life and AD&D insurance
• Long-term disability (District Paid)
• Prescription drug coverage & mail order program
• Health savings & flexible spending accounts
• Flexible schedule for work-life balance
• Legal and Identity Theft protection
• Wellness program
• Public service loan forgiveness qualified employer
• Tuition reimbursement ($5,250/year)
• State adoption benefit qualified employer
• Employee Assistance Program (EAP)
• Transfer in years of service for other public sector work – towards the FRS program and sick time

What This Job Offers

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