IT Operations Manager

Job Overview

The IT Operations Manager leads the IT operations team within the County IT Department. This role is essential in ensuring the efficient and effective delivery of IT services, aligning technological initiatives with organizational goals, and managing day-to-day IT operations. The position requires strong leadership skills, technical expertise, and a commitment to service excellence.

Essential Functions and Responsibilities

The following duties are primarily performed and are essential for this position.  Employees are expected to be able to perform each of these job duties satisfactorily and successfully to be qualified for the position.  Other duties may be required and assigned.

 Operational Leadership:

Oversee daily IT operations, ensuring systems and services are available, secure, and performing optimally to meet government operational needs.

Team Management:

Lead, mentor, and develop a team of IT professionals. Foster a culture of collaboration, accountability, and continuous improvement within the team.

Service Delivery:

Ensure the delivery of high-quality IT services, including help desk support, system administration, and network management. Monitor service levels and implement improvements as necessary.

Project Management:

Plan and execute IT projects, coordinating resources and timelines to ensure successful delivery on time and within budget. Collaborate with stakeholders to align projects with organizational objectives.

Budget Management:

Develop and manage the IT operations budget, ensuring effective allocation of resources. Identify cost-saving opportunities while maintaining service quality.

Policy Development:

Establish and enforce IT policies, procedures, and standards to ensure compliance with government regulations and best practices.

Performance Monitoring:

Implement metrics to assess and improve IT operations. Regularly review performance against key performance indicators (KPIs) and report findings to senior management.

Vendor Management:

Manage relationships with third-party vendors and service providers.

Disaster Recovery and Business Continuity:

Develop and maintain disaster recovery and business continuity plans to ensure minimal disruption to IT services.

Stakeholder Engagement:

Serve as the primary point of contact for IT operations-related inquiries. Communicate effectively with stakeholders to understand their needs and provide appropriate solutions.

Minimum Education Qualifications

Education and/or Experience Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field. Master’s degree preferred.
• Minimum of 8 years of experience in IT operations, with at least 3 years in a managerial role, preferably in a government or public sector environment.

Licenses, Certifications, and Other Requirements:

• Relevant certificates (e.g., ITIL, PMP, CISSP) are highly desirable.
• Strong knowledge of IT infrastructure, including servers, networks, and cloud services.
• Experience with IT service management (ITSM) frameworks (e.g. ITIL).
• Familiarity with security best practices and compliance standards relevant to government IT.

Minimum Knowledge, Skills, and Abilities Qualifications

In order to perform the functions and responsibilities of the position (listed above) the following knowledge, skills, and abilities are essential.

• Server Operating Systems: Microsoft Windows, Linux, Mac OS X
• Server Authentication Technologies: Active Directory, LDAP, Azure Active Directory, OpenLDAP
• File sharing technologies: Windows Shares, SharePoint Online, OneDrive, CIFS, SAMBA
• Web Servers: IIS, Apache, Tomcat
• Collaboration Technologies: Mitel, Sharepoint, Zoom, WebEx, Teams
• Enterprise Backup Solutions: Disaster Recovery, Offsite Locations
• E-Mail Technologies: Microsoft365, Exchange, SendMail
• Virtualization Technologies: servers, applications, thin client: VMWare, Hyper-V, Azure
• Cloud hosting services and providers
• Databases: Microsoft SQL, MySQL, Proprietary, Flat File
• Server Infrastructure Technologies: DNS, DHCP, Single Sign On, 802.1x, Group Policy, System Center
• Scripting Technologies: Python, PowerShell, Bash, vbscript, batch
• Troubleshooting skills and ability to break a problem down and step through it methodically.
• Ability to independently plan, organize and prioritize projects and requests for service.
• Ability to establish and maintain effective working relationships and exercise tact when dealing with government officials, outside agencies, co-workers, and supervisors.

In evaluating candidates for this position, Dubuque County may consider a combination of education, training, and experience which provides the necessary knowledge, skills, and abilities to perform the duties of this position. 

Physical Requirements

• Most activities involve sedentary work at a desk or computer workstation.
• Extended periods of sitting, standing, walking, kneeling, bending, crouching, reaching, stooping, and climbing.
• Frequently lift and/or carry computer monitors, terminals, equipment, supplies and other materials weighing between 30 and 50 lbs.
• Hand-eye coordination and manual dexterity are necessary to use hands and arms to reach, finger, handle, grasp and feel to operate computers and other equipment.

Work Environment

• Primarily work is in an office setting.
• Occasional travel.
• Work hours may vary and include nights and weekends.

Occasional stressful interactions when dealing with irate individuals and/or time constraints