IT Infrastructure & Operations Manager (IT Policy & Planning Senior Manager)

WSLCB Vision
Safe communities for Washington State

Mission
Promote public safety public health and trust through fair administration and enforcement of liquor tobacco cannabis and vapor laws

This recruitment is open until filled. First review of applications will be September 10thplease submit an application on or before September 9th.The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. We encourage all to apply as early as possible.

Who we are

The mission of theWashington State Liquor and Cannabis Board(WSLCB) is to promote public safety public health and trust through fair administration education and enforcement of liquor cannabis tobacco and vapor laws. We search for people who demonstrate a strong work ethic excellence in customer service partnering and teamwork and quality performance.

We want to create a culture that fosters excellence in customer service open and honest communication transparency and accountability data-driven decisions and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promoteDiversity Equity Inclusion and Belonging (DEIB)in all aspects of our work. This includes a commitment to our workforce and external stakeholders. It is our mission to build educate and inspire an inclusive environment that recognizes respects and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education background or beliefs. As a WSLCB team member you will have opportunity to join statewide business resource groups (BRGs) such asRainbow Alliance and Inclusion Network;Veteran Employee Resource Group;Latino Leadership NetworkBlacks United in Leadership and Diversity;Disability Inclusion Network;Washington Immigrant Network;Hawaiians Asians and Pacific Islanders Promoting an Empowerment Network;Supporting our Voices Empowering Rights and Engaging Indigenous Governance;andInteragency Committee of State Employed Women.

The Washington State Liquor and Cannabis Board (WSLCB) Information Technology Services Division (ITSD) is announcing an exciting opportunity for anIT Infrastructure Ops Manager (IT Policy & Planning - Senior Manager)position inOlympia WA. This position reports to the Chief Information Officer(CIO) within the ITSD and collaborates closely with the LEEADS Application Manager IT Operational Support Manager Chief Information Security Officer as well as executive and senior and mid-level business managers within WSLCB. The position serves as the highest-level authority related to policy and process in hosting network device management and service operations services for WSLCB.

The IT Infrastructure & Operations Manager supervises four positions. The unit is responsible for developing and maintaining enterprise-wide technology standards that drive the achievement of the agencys mission goals and purpose.

The position serves as the highest-level authority related to policy and process in IT Infrastructure & Operations management. The IT Infrastructure & Operations Manager plans directs and coordinates enterprise operational technology services to ensure the stable delivery of the agencys IT resources. This position is responsible for managing directing and administering all activities related to enterprise hybrid cloud infrastructure data center operations storage platforms server and systems platforms and infrastructure reliability services and Device Management.

to be a part of the WLSCB team!

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision Long Term Disability Life Insurance etc.)
• Paid Vacation Leave and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employees career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities when possible)
• Employee Assistance Program - a confidential program created to promote the health safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)
• Infants at Work Program to promote parent and infant bonding parental well-being and healthy infant development. Depending on your job duties work location and supervisor approval eligible employees who are new mothers fathers or legal guardians can bring their infant (six weeks to six months) when they return to work.
• Free parking

Some of the duties you will perform are:

• Manage the process of triaging incoming project and work requests to ensure courteous timely and effective resolution.
• Collaborate with customers and colleagues to identify and document performance goals required to meet service levels expectations.
• Ensure life cycle management standards are designed documented communicated and updated on a regular basis.
• Establish document maintain and enforce service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Define operational procedures to best support the agencys technical needs while remaining aligned with agencys strategic plan.
• Utilize subject matter expertise and advanced research skills to conduct documented cost benefit and risk analysis for proposed projects modifications acquisitions policies and/or legislation in a timely manner.
• Develop update monitor communicate and enforce agency security data management application management IT investment and other operational policies and procedures.
• Organize and negotiate the allocation of IT resources to ensure the timely delivery of service and identified expectations of the outcome of the project.
• Coordinate efforts to provide technology solutions using best practices principles of enterprise architecture and applicable industry standards.
• Prepare budget proposals and operational expenditure statements. Research solutions by utilizing available resources such as other state agencies vendor whitepapers or companies that analyze these to make a recommendation with the fiscal request.
• Manage and set priorities for the design build maintenance and evaluation of all managed systems.
• Collaborate with Database Administrator (DBA) to ensure that data is identified and managed according to state and industry security standards.
• Collaborate with Database Administrator (DBA) to ensure all data is secure and meets state agency and NIST guidelines.
• Support requirements-based design by ensuring that end-user and stakeholder business functional and technical requirements drive builds and configurations.
• Provide direct supervision of infrastructure and device management position objectives and expectations.
• Establish short-term objectives and long-term strategic and technical roadmap; engage staff in collaborative review and finalization of long-term objectives whenever possible.
• Effectively mentor train coach counsel and motivate staff to achieve consistently highperformance.
• Analyze project workload constraints across multiple project initiatives to determine staffing plan resource
  constraints and/or resource availability.
• Negotiate the use of resources across multiple projects and initiatives to ensure priority work efforts are appropriately staffed and resources.
• Set and approve technology project workload priorities in alignment with Agency goals.
• Recognize staff accomplishments that meet divisiongoals.
• Consistently analyze staff performance against position requirements applicable policies as well as section standards and practices imposing corrective or disciplinary action when required.
• Consistently communicate division and agency decisions and priorities to staff seeking input andfeedbackwhenever possible.
• Actively seek input from staff colleaguesand subject matter experts during the analysis of solutions that affectstaff roles andresponsibilities.
• Cultivate a learning environment to expand staff skills and abilities; design and support training andcross training plans ensuring that WSLCB remains a center of excellence and that there are no single points of failure.
• Foster a culture of continuous process improvement that leverages problem-solving methodologies.
• Serve as ITSD customer representative for assigned services. Ensure that all ticket statuses are up to date and that the division can articulate progress on customer prioritized requests. Receive and distribute customer questions and feedback to the appropriate section manager and/or unit staff when required.
• Serve as the point of escalation for staff and customers to resolve technical problems in areas of expertise.
• Maintain productive relationships with internal customers vendors and key stakeholders in order to anticipate and meet service expectations.
• Consistently analyze emerging industry and state trends related to infrastructure data systems management operational system administration technical customer support and desktop engineering tools services protocols and standards.
• Coordinate with contracts procurement customers and colleagues in the acquisition and maintenance oftechnologies.
• Ensure that functional and non-functional requirements have been elicited documented and approved prior to any procurement.

Required Qualifications:

Experience for required qualifications can be gained through various combinations of formal professional employment and educational experience. See below for how you may qualify.

An Bachelors Degree or higher in Computer Science or Public Administration.

AND

Seven (7) years or more of progressively responsible full-time experience in an Infrastructure role (full spectrum experience will include any combination of these skills i.e. Desktop support Device Management Network and/or Stetem Admin Network Engineer) or similar role.

Experience must includeFive (5) years of managing a team (direct reports or project based) of technology professionals within a tiered service management support model. Management experience can be gained concurrently along with technical.

AND

Progressive experience and demonstrated ability in:

• Independently and proactively manage technical staff. Demonstrated by at least five (5) years of progressively responsible experience managing compute storage network and/or device management technology professionals.
• Independently and proactively design collaborative tactical and strategic plans including technology roadmaps specific to compute storage network device hardware and software management and data management.
• Independently and proactively construct vendor statements of work for storage and compute (on-prem hybrid and cloud) network device management and/or technology customer support services.
• Independently and proactively analyze draft implement and enforce technology policies and standard operating procedures specific to cloud management network configuration storage and device management.
• In technology vendor performance management.
• In developing and enforcing IT service standards and practices including the development of Service Level Agreements for storage compute network availability and access and device management.
• Managing IT Infrastructure projects using recognized project management methodologies such as Waterfall and Agile
• Applying IT security standards.(Windows updates 3^rd party updates security patches).
• Developing and enforcing infrastructure management standards including standards related to server operations cloud hosting and network administration.
• Independently executing workstation hardware and software builds device refreshes and preforming device maintenance. This includes asset management and disposal.

Preferred/Desired Qualifications:

• Working knowledge of Washingtons budget development bill analysis and fiscal note analysis processes.
• Progressive experience in technology contract management

Required Equity Competencies:

The ability to take action to learn and grow

This equity competency identifies people who are curious about themselves and others who take responsibility for knowing their own strengths and weaknesses and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others

This equity competency identifies people who are flexible adaptable customer-service focused and willing and able to empathetically respond to the unique needs of the people they work with and serve.

1. Completed online application.
2. Current Resume.
3. Letter of Interest describing how you meet the specific qualifications for the position.
4. Three professional references to include a current or recent supervisor with email addresses and phone numbers.