MANAGER SENIOR.INFO TECH SERVICES

Job Description

Leads IT staff and ensures operational efficiency, project execution, and alignment with County IT initiatives. Manages, delivers, and implements technology solutions that drive business values and service excellence. Management Scope : Manages exempt staff.

DATA CENTER, SERVER, CLOUD SENIOR IT MANAGER This role oversees daily operations and long-term planning for data centers, server infrastructure, and cloud platforms. Manages both physical and virtual servers, along with storage and backup systems, with a focus on lifecycle management and capacity planning. Leads cloud migrations and ongoing optimization efforts across providers like AWS, Azure, and Google Cloud. Responsible for maintaining a secure, scalable, highly available, and cost-efficient infrastructure that supports critical business applications. Works closely with cybersecurity and compliance teams to support risk assessments and audit processes.

Responsibilities

Ensures the availability, performance, and security of IT services within the department. Leads incident management, problem resolution, and IT service improvements. Establishes and monitors service level agreements (SLAs) and key performance indicators (KPIs). Collaborates with IT teams to optimize system performance and minimize downtime. Drives automation and self-service initiatives to enhance IT support functions. Oversees team operations, ensuring high performance and service reliability. Implements workforce planning and optimizes team capacity to meet project demands. Provides leadership in resolving technical and operational escalations. Leads the execution of IT projects within the assigned function, ensuring successful outcomes. Implements agile and DevOps methodologies where applicable to improve project execution. Optimizes team processes to increase efficiency and reduce bottlenecks. Collaborates with vendors and procurement teams for contract negotiations and service enhancements. Manages project timelines, priorities, and resources while mitigating risks. Works closely with business units to understand needs and implements appropriate technology solutions. Ensures projects align with IT governance, security, and risk management policies. Monitors project budgets, vendor deliverables, and service contracts. Tracks and reports project progress to IT Directors and key stakeholders. Implements agile and DevOps methodologies where applicable to improve project execution. Optimizes team processes to increase efficiency and reduce bottlenecks. Oversees daily IT operations, ensuring efficiency, service reliability, and adherence to governance frameworks. Manages IT assets, budget allocation, and resource planning for optimal service delivery. Implements ITIL best practices, DevOps methodologies, and continuous improvement initiatives. Ensures compliance with County policies, cybersecurity requirements, and regulatory mandates. Collaborates with vendors and procurement teams for contract negotiations and service enhancements. Provides leadership in resolving technical and operational escalations. Implements workforce planning and optimizes team capacity to meet project demands. Ensures stability, availability, and performance of IT systems and applications. Develops and enforces SLAs and service expectations for IT operations. Works with IT support teams to improve issue resolution times and service desk effectiveness. Implements automation and monitoring tools to enhance operational efficiency. Optimizes change management and incident response processes. Ensures disaster recovery and business continuity readiness for critical IT services. Identifies and addresses system vulnerabilities and performance bottlenecks. Maintains strong relationships with external vendors and service providers. Works with IT leadership to develop technical roadmaps and IT strategy alignment. Evaluates new technologies and recommends scalable, cost-effective IT solutions. Ensures the adoption of cloud-first strategies, cybersecurity frameworks, and automation technologies. Assists in system design, software selection, and technology implementation. Contributes to system modernization strategies, and cloud migrations. Ensures IT teams follow enterprise architecture, security standards, and best practices. Leads technical assessments for scalable IT solutions and enterprise applications. Evaluates emerging technologies for long-term IT investment and transformation. Ensures compliance with County policies, cybersecurity requirements, and regulatory mandates. Defines and tracks key performance indicators (KPIs) to measure IT service success. Implements data-driven decision-making processes to improve service delivery. Uses analytics tools to identify trends and areas for operational enhancements. Establishes feedback mechanisms with stakeholders to enhance IT support and project execution. Fosters a culture of continuous learning and process optimization. Regularly benchmark performance against industry best practices. Drives improvements through automation, AI-driven insights, and workflow optimization. Leads efforts to improve customer satisfaction and IT service experience. Identifies opportunities for efficiency improvements, process optimization, and cost reduction. Develops and enforces IT policies, security controls, and best practices. Leads performance reviews and root-cause analysis for recurring IT issues. Promotes agile development and DevOps methodologies to streamline IT operations. Manages, mentors, and develops IT professionals within the assigned function. Conducts regular team performance reviews and establishes individual development plans. Ensures proper documentation of processes, workflows, and standard operating procedures (SOPs). Mentors and coaches IT managers, engineers, and analysts to build technical expertise. Establishes clear performance expectations and career development plans. Supports a culture of collaboration, accountability, and continuous learning. Acts as a liaison between IT, business leaders, and external technology vendors. Partners with County departments to align technology solutions with operational needs. Advocates for IT initiatives that enhance efficiency, security, and service quality. Presents IT strategies and performance updates to leadership and governance boards. Acts as a primary point of contact between IT teams and business units. Works closely with other IT functions to ensure seamless integration of systems and services. Provides clear communication on IT project progress, risks, and deliverables. Advocates for technology investments that align with County business needs. Represents IT in cross-departmental meetings and strategic planning sessions. Facilitates collaboration with vendors, partners, and third-party service providers. Conducts stakeholder training and change management sessions for new technology rollouts. Ensures IT solutions meet the evolving needs of County departments. Performs other duties as assigned.

Qualifications

Education, Experience and Training : Education and experience equivalent to a Bachelor's degree from an accredited college or university in Information Technology, Computer Science, Business Administration, or in a job-related field of study. Seven (7) years of demonstrated progressive experience in Information Technology, including four (4) years supervisory experience. Public sector IT environment, IT governance, or regulatory compliance experience preferred. Certifications (Preferred) :

• ITIL Foundation Certification
• CompTIA Network+, Security+, or Microsoft certifications
• PMP or Agile-related certifications Special Requirements / Knowledge, Skills & Abilities :
• Skill in communication, stakeholder engagement, and problem-solving
• Skill in leadership, strategic thinking and decision-making
• Ability to manage multiple priorities in a fast-paced environment
• Knowledge of IT service management and operational best practices
• Skill in automation, DevOps, and modern technology implementations
• Knowledge of Agile, DevOps, cloud computing, and enterprise IT operations
• Skill in IT governance, compliance, cybersecurity, compliance frameworks, and risk management frameworks
• Ability to lead IT transformation, optimize service delivery, and manage technology teams
• Skill in IT operations, infrastructure, or applications
• Skill in managing IT service management, IT infrastructure, cybersecurity, or application development
• Skill in optimizing IT service management and operational workflows Must possess a valid Texas Driver's License and good driving record. Will be required to provide a copy of 10-year driving history. Must maintain a good driving record and remain in compliance with Article II, Subdivision II of Chapter 90 of the Dallas County Code. "Individuals holding or considered for a position which has, or may have, access to criminal justice databases including the FBI Criminal Justice Information Systems, NCIC / TCIC and similar databases, must pass a national fingerprint-based records check prior to placement in such position and may be denied placement in such positions and / or access to such systems. Individuals must also maintain the ability to pass the records check while in the position or until such time that the Commissioners Court and the County Civil Service Commission deem this position no longer has this requirement." Physical / Environmental Requirements : Ability to travel to various work site locations, vendor meetings, conferences, and industry events.

About Us

Established in 1846, Dallas County is committed to serving the community through innovation, transparency, and efficiency. As the second largest county in Texas, we provide a wide range of services to support the safety, health, and well-being of our residents. From public safety and justice to health services and infrastructure, our team is dedicated to fostering a thriving, inclusive, and resilient community. With a focus on operational excellence and a commitment to continuous improvement, Dallas County works to deliver the highest quality services that enhance the lives of all who live, work, and visit here.