Information Technology Operations Manager

Workforce Solutions for Tarrant County (WSTC) under the direction of the Texas Workforce Commission (TWC) is one of 28 local workforce development boards located throughout the state. This Workforce Development Board serves Tarrant County through a network of partners. The primary goal of WSTC and the 28 local workforce development boards is to respond to the needs of Texas employers and workers through locally designed market-driven workforce development initiative. For more information about our organization please visit: www.workforcesolutions.net.

SUMMARY

The Information Technology Operations Manager oversees all activities of the Information Technology Operations Unit. This position manages the overall technical support activities of the organization’s Information Technology Help Desk operations, virtual services, and TWC new case management system (WIT Case Management). The Information Technology Operations Manager is a seasoned IT professional with demonstrated ability to successfully coordinate and lead technology operations & project teams to deliver and maintain value-added business solutions for WSTC. The incumbent will participate in work unit strategic planning and leads collaborative work efforts within business and IT Units; also responsible for keeping up-to-date on industry best practices and frameworks as well as legal and technical issues that impact Workforce Solutions for Tarrant County

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manages overall technical support activities by processing incoming technical support requests to ensure courteous, timely, and effective resolution of computer-related problems and request from end users.
• Develops procedures that outline how problems are triaged, documented, assigned, escalated, and corrected.
• Tracks and analyzes trends in technical support requests and generates statistical reports.
• Assesses the need for any system reconfigurations based upon trends and makes recommendations, as necessary.
• Oversees the development and distribution of training materials and usage guides to facilitate computer literacy and self-sufficiency of end users.
• Plans, organizes, and monitors projects to ensure that all project activities are focused toward the achievement of the established objectives using organization standards and processes.
• Performs project development for projects as identified by WSTC initiatives and department users’ needs and requirements. Manages project progress and budget and reports on a regular and timely basis to appropriate parties.
• Coordinates project activities across all concerned departments, users, IT, external suppliers, sub-projects and other project teams.
• Negotiates and manages support contracts and service agreements with internal and external service providers.
• Analyzes and translates business strategies, plans and requirements into IT support systems, working with users to define system requirements and resolve problems relating to projects.
• Translates and applies the enterprise vision to all system, technical and application projects.
• Maintains good working relationships with other departments, vendors, and agencies.
• Coordinates activities and programs with other departments to expedite work and improve interdepartmental performance using tact and diplomacy.
• Directs the design, testing and documentation of application programs in all phases of application development for projects.
• Implements new technologies in support of existing infrastructure projects. Performs a supporting role in the development and implementation of new technologies in support of Workforce Solutions for Tarrant County business.
• Participates in the development and implementation of goals, objectives, policies and priorities for assigned information technology projects.
• Responsible for vendor relations and support.
• Administers the organization’s website content management system.
• Performs all other duties as required.

SUPERVISORY RESPONSIBILITIES

Plans, assigns, and supervises the work of others.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of:

• Local, state, and federal laws and regulations relevant to information security and privacy.
• Limitations and capabilities of computer systems.
• Operational support of networks, operating systems, internet technologies, and security applications.

Skill in:

• Use of a computer and applicable computer software.
• Configuring, deploying, and administering cloud based or on premise platforms.
• Administering a website content management system.

Ability to:

• Manage and organize unit activities.
• Analyze and interpret technical information, including regulations, policies, and system specifications.
• Identify problems, evaluate alternatives, and implement effective solutions.
• Develop and evaluate workflows and business processes.
• Plan, assign, and supervise the work of others.

Driving may be required. Must have a current and valid driver’s license.

Education/Experience

Bachelor's degree or years equivalent. Three (3) years of previous experience in ITSM and Project Management. Three (3) to Five (5) years experience in Workforce Development. Experience with Wordpress or comparable website content management systems preferred. Experience with DocuNav Laserfische preferred. CompTIA A+, CompTIA Project+, CompTIA Security+ preferred.

Language Ability

Ability to read and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to convey technical information to non-technical audiences across all levels of the organization.

Math Ability

Ability to calculate figures and to apply concepts of basic mathematics.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions.

Computer Skills

To perform this job successfully, an individual should have the following:

• Hands-on experience in computer operations, installations, and operational support of networks, operating systems, internet technologies, and security applications.
• Hands-on experience with administering an enterprise paperless system.
• Experience with digital workflow creation, website management, learning management systems and managing other cloud based services.
• Working knowledge of video conferencing technologies

Certificates and Licenses

• CompTIA A+ certification preferred
• CompTIA Project+ certification preferred
• CompTIA Security+ preferred
• Current and valid driver’s license required

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual performs duties in a standardized office environment. The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand and use hands or fingers to handle or feel. The employee is occasionally required to stoop, kneel or crouch. The employee is regularly required to stand, walk, sit, reach with arms and hands, pulling standard file cabinet and vertical file drawers. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. The vision requirements include distance vision, close vision and the ability to identify and distinguish colors.

Travel

Occasional travel required. Must have a current and valid driver’s license.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

This position will be designated as security sensitive according to the Texas Labor Code, Section 301.042. All offers of employment are contingent upon satisfactory completion of a criminal history record investigation.

Please see included job description for details, requirements, and job duties.

To Apply:

Please email your resume to HR Manager at careers@workforcesolutions.net If you prefer to

mail your resume, please submit to:

Careers at Workforce Solutions

Attn: HR Manager

Workforce Solutions for Tarrant County

1320 S. University Dr. Ste 600

Fort Worth, TX 76107

Closing Date: Tuesday, September 10, 2024

Disclaimer: All offers for employment are contingent upon the candidate having successfully completed a background check.