IT Operations Manager

Internal Opportunity For Current DEMA Employees Only

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.

Responsibilities include:
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.

Knowledge of:
Enterprise infrastructure technologies and proprietary in-house applications
Process improvement methodologies and innovative solution development
Conflict resolution principles and confidential data handling practices
Customer-centric problem-solving and service delivery standards
Project management time management and strategic goal-setting principles
IT procurement resource allocation and budget preparation processes
Team leadership personnel scheduling and training techniques

Skilled in:
Advanced technical troubleshooting and problem resolution
Delivering high-quality customer service
Excellent interpersonal written and oral communication
Time management task prioritization and organization
Relationship building and stakeholder engagement inside and outside the organization
Integrating and synthesizing feedback to adjust strategic plans

Ability to:
Install configure and repair PC hardware and software
Perform advanced design maintenance and repair of enterprise servers
Develop write and maintain clear technical documentation
Evaluate test and adapt to emerging technologies
Work collaboratively and effectively within diverse cross-functional teams
Maintain emotional intelligence practice active listening and remain open to new ideas during difficult or high-pressure situations

Desired qualifications include any combination of experience education and training that meets the knowledge skills and abilities as described. The preferred candidate will have a Bachelors Degree and 5 years related experience or equivalent work experience.

Special Job Requirements:
This position requires possession of and ability to retain a current valid Arizona state-issued drivers license appropriate to the assignment. Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R.12.)
Individual is required to pass a criminal background investigation.
In State travel required.
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).

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business then the following requirements apply:Drivers License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona offers a comprehensive benefits package to include:
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

By providing the option of a full-time or part-time remote work schedule employees enjoy improved work/life balance report higher job satisfaction and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

Eligible DEMA employees participate in excellent retirement programs provided by the Arizona State Retirement System (ASRS) and for fire personnel the Public Safety Personnel Retirement System (PSPRS).

If you have any questions please feel free to contact
DEMA is a smoke-free work environment.
ADA/EEO Employer
The State of Arizona is an Equal Opportunity and Reasonable Accommodation Employer