System Operations Technology Manager

　　Salary

　　$143,312.00 - $201,801.60 Annually

　　Location

　　Tacoma, WA

　　Job Type

　　Non-Classified

　　Job Number

　　T0370-24

　　Department

　　Information Technology

　　Division

　　Information Technology

　　Opening Date

　　01/23/2024

　　Closing Date

　　2/13/2024 5:00 PM Pacific

　　Description

　　Benefits

　　Questions

　　Position Description

　　The City of Tacoma's Information Technology Department is seeking an Information Technology Manager to lead the System Operations section of the Infrastructure Services and Operations Division. The System Operations Technology Manager is responsible for supervising a team of senior level Systems Analysts and managing a portfolio of systems and products. Those systems and services include but are not limited to: O365 Tenant, AWS Cloud, Endpoint Management, Enterprise Software Distribution, Mobile Device Management, Storage, Compute, Virtual Server Infrastructure, DR and BC.

　　We are searching for a mindful servant leader and proven technical leader who can guide and develop our dedicated staff.

　　Duties include but not limited to:

　　Responsible for 24/7 operations of IT systems and the team that supports that environment.

　　Must be available to respond 24 hours a day, 7 days a week.

　　Must carry a city-provided cellular phone or use personal cellular phone for contact purposes both during and after hours.

　　Occasional travel (training, conferences, etc.)

　　Responsible for direct supervision of staff, assigning and prioritizing work, communicating clear expectations, scheduling and coverage, managing towards deadlines, coordinating training and career development, performance evaluations, skill assessments, and other personnel related functions such as hiring and discipline.

　　Supervises the System Operations team and manages all aspects of the team's day to day IT operational activities, including Administration of Cloud, Compute, Storage, Platform and Software as a Service based environments.

　　Oversees the continuous and reliable delivery of services from application servers, web servers, hypervisor infrastructure as well as block and file storage.

　　Ensures proactive monitoring, maintenance, and resource planning for technology systems, including firmware and operating systems updates and vulnerability patching.

　　Supervises the administration of Active Directory, BIG-IP, File Storage Platforms, Virtualization, SCCM / Intune, and O365 tenants.

　　Provides appropriate change control for all production systems and environments.

　　Monitors and coordinates work request assigned to team through the ITD ITSM system.

　　Ensures Service Level Agreement metrics are maintained; prioritizes and schedules activities to meet deadlines and assure necessary staff coverage.

　　Leads efforts in establishing and maintaining operational support procedures, technology standards, policies, and effectively manages to achieve them.

　　Coordinates incident response; participates in ITIL Problem management and root cause analysis efforts.

　　Responsible for coordinating multiple projects utilizing industry standard best practices, tools, and resource allocation methodologies.

　　Plan, forecast, analyze and manage budgeted funds and utilization of resources. Suggest alternatives to improve performance and increase productivity and efficiency.

　　Research new products and information technology innovations; prepare detailed bid specifications for product or service acquisition.

　　Prepares detailed cost/budget analysis reports including cost estimates for user departments on projects or proposals.

　　Maintains communication with users and other information technology staff, communicating problems with applications, schedules or other concerns.

　　Maintains current knowledge, technical aptitude and operational proficiency required to guide, develop and lead the organizations IT operations.

　　Perform other related duties as assigned.

　　The City of Tacoma offers a generous program of employee benefits:

　　Great pension plan

　　Paid holidays

　　Personal time off

　　Outstanding working conditions and an exceptional quality-of-life environment

　　Medical coverage for eligible employees, spouses and dependents, including children up to age 26

　　Vision care with VSP for employees and eligible dependents enrolled in the Regence PPO medical plan with vision benefits

　　Dental coverage for eligible employees and their elected dependents, including dependent children up to the age of 26

　　Deferred compensation allowing tax-deferred savings as authorized under Section 457 of the IRS Code

　　City of Tacoma Commitment to Diversity, Equity, and Inclusion

　　Tacoma’s diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma’s vibrancy, entrepreneurial spirt, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work and play.

　　The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital status, veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal state, and local laws.

　　Qualifications

　　Minimum Education*

　　Bachelor's degree in information technology or directly related field

　　Minimum Experience*

　　6 years of progressively responsible experience leading IT Service Management working thru ITIL framework and project management experience including 1 year as a technology supervisor, manager or subject-matter expert.

　　Licensing, Certifications and Other Requirements

　　As Assigned:

　　North American Electric Reliability Corporation Critical Infrastructure Protection certification (NECC-CIP)

　　Must be able to pass and maintain ongoing background checks and certification (CJIS/CIP)

　　Some assignments may require a Washington State Driver's License

　　Desired:

　　• Prior experience managing O365 tenants/Exchange Online/ITSM systems

　　• ITIL v3 certification

　　• Project Management (PMP) Certification

　　• AWS/Azure/Google Cloud Experience

　　*Equivalency: 1 year of experience = 1 year of education

　　Knowledge & Skills

　　Organizational Savvy

　　Maneuvering comfortably through complex policy, process, and people-related organizational dynamics

　　Being Resilient

　　Rebounding from setbacks and adversity when facing difficult situations

　　Interpersonal Savvy

　　Relating openly and comfortably with diverse groups of people

　　Instills Trust

　　Gaining the confidence and trust of others through honesty, integrity, and authenticity

　　Manages Complexity

　　Handling conflict situations effectively, with a minimum of noise

　　Optimizes Work Processes

　　Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

　　Directs Work

　　Providing direction, delegating, and removing obstacles to get work done

　　Strategic Mindset

　　Seeing ahead to future possibilities and translating them into breakthrough strategies

　　Selection Process & Supplemental Information

　　To apply you must attach a detailed resume and cover letter. Applicants who have the strongest backgrounds related to the responsibilities of this position may be invited to participate in the interview process, which may include a work problem. Appointment is subject to passing a background check.

　　Online Application:

　　The online application system may require you to enter a substantial amount of information. Be prepared to spend a minimum of one hour entering the required information. While completing the application and answering the supplemental questions please be sure to save your work every 20 minutes to ensure that your information is not lost.

　　The Community

　　Tacoma is a mid-sized urban port city that sits along the Puget Sound with a population of nearly 210,000. The third largest city in the state of Washington, it is a diverse, progressive international gateway to the Pacific Rim.

　　Propelled by significant development such as the University of Washington Tacoma, the Tacoma Link light rail system, the restored urban waterfront of the Thea Foss Waterway, the expansions of both the MultiCare and Franciscan health systems, and a significant influx of foreign direct investment in its downtown core, Tacoma has evolved considerably since the 1990s.

　　Tacoma boasts the state's highest density of art and history museums and is home to a flourishing creative community of writers, artists, musicians, photographers, filmmakers, chefs, entrepreneurs, and small business owners who each add their unique flair to the city's vibrant commercial landscape. The iconic Tacoma Dome has endured as a high-demand venue for some of the largest names in the entertainment industry.

　　Communication from the City of Tacoma:

　　We primarily communicate via email during the application process. Emails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.

　　In order for your application materials to be considered, all information must be submitted by the closing date and time listed on this job announcement.

　　For assistance with the NEOGOV application process, or questions regarding this job announcement, call the Human Resources office at (253) 591-5400 before 5:00 pm (PST) of the closing date of the job announcement.

　　No sponsorship is available for this position. Applicants must be currently authorized to work in the United States for any employer.

　　The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Public Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

　　Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

　　Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

　　Vision Coverage: For eligible employees and their eligible dependents.

　　Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

　　Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

　　Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

　　Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

　　Other Employment Information

　　Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

　　Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

　　Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

　　Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

　　01

　　This Supplemental Questionnaire is part of the application process; accordingly, it should be completed carefully. Do not indicate "see resume" or copy unrelated content from your resume when answering these questions. Answer all information requested in each question. Failure to do so may result in rejection of your application. I certify that the information provided is accurate and complete to the best of my knowledge. I understand that any falsification may cancel any terms, conditions, or privileges of employment.

　　Yes

　　No

　　02

　　Applicants must be authorized to work in the United States for any employer. There is no sponsorship available for this position. Will you now or in the future require sponsorship for employment visa status (e.g., H-1B status)?

　　Yes

　　No

　　03

　　Which best describes your highest level of education?

　　High school or GED

　　Some College

　　Associate's degree

　　Bachelor's degree

　　Master's degree

　　PhD or other

　　None of the above

　　04

　　How many years of experience in leading IT Service Management working thru ITIL framework?

　　Less than two years

　　Two to four years

　　Four to six years

　　Six to seven years

　　Seven to eight years

　　Eight to ten years

　　Ten or more years

　　05

　　How many years of experience in project management?

　　Less than two years

　　Two to four years

　　Four to six years

　　Six to seven years

　　Seven to eight years

　　Eight to ten years

　　Ten or more years

　　06

　　How many years of experience in technology supervisor, manager or subject-matter expert?

　　Less than two years

　　Two to four years

　　Four to six years

　　Six to seven years

　　Seven to eight years

　　Eight to ten years

　　Ten or more years

　　07

　　Please describe your education and experience as it relates to this position. Indicate type of degree and number of years of experience in your response. Do not refer to your resume in lieu of answering this question.

　　08

　　What is you experience managing technology infrastructure projects? If so, please list here:

　　09

　　Do you have experience managing O365 environments? If so, please list here:

　　10

　　Do you have experience managing Private/Public/Hybrid Cloud environments? If so, please list here:

　　11

　　Do you have certification or formal training in Project Management, Service Design, ITIL or TOGAF? If so, please list here:

　　12

　　Please tell us how you learned about this job opening. Select one.

　　Job Interest Card notification

　　Professional organization

　　Military organization

　　City of Tacoma employee

　　Online job board posting

　　Word of mouth

　　LinkedIn

　　Tacoma Training & Education Program (TTEP)

　　Indeed

　　Facebook

　　Instagram

　　Careers in Government

　　Government Jobs

　　Outreach Event

　　National Diversity Network

　　African American Job Network

　　Disability Job Network

　　Asian Job Network

　　Latino Job Network

　　Retirement Job Network

　　LGBT Job Network

　　Veteran Job Network

　　International Association of Venue Managers

　　Teamwork Online

　　Venue Coalition

　　Venues Now

　　International Entertainment Buyers Association

　　Other (see below)

　　13

　　Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings.

　　Required Question

　　Agency

　　City of Tacoma

　　Address

　　Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

　　Phone

　　253-591-5400

　　Website

　　http://www.cityoftacoma.org

　　Apply

　　Please verify your email address Verify Email