MANAGER III.INFO TECH SERVICES

Job Description

Serves as senior-level management responsible for overseeing large, complex IT functions and managing multiple cross-functional teams within an assigned IT area such as Applications, Infrastructure, Network, Servers, Databases, Data, Cloud, or Security. Ensures the efficient operation of IT services, drives strategic initiatives, optimizes resource allocation, and enforces governance and compliance standards. Acts as a key leader in shaping IT direction, fostering innovation, and aligning technology solutions with Dallas County's long-term objectives. Management Scope : Manages exempt staff.

SERVICE DESK IT MANAGER : This role supports the Service Desk operations. The role develops and executes communication strategies while establishing clear goals and expectations for incident resolution times, customer service standards, and technical support quality. The role ensures that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met and serves as the main point of contact between IT and end-users for all service-related issues.

Responsibilities

Manages large IT teams responsible for enterprise-wide technology services. Leads incident response, system availability, and operational performance improvements. Ensures adherence to service level agreements (SLAs), IT policies, and risk mitigation strategies. Drives ITSM best practices, automation, and efficiency initiatives. Optimizes IT service workflows and infrastructure management processes. Leads large-scale IT initiatives, ensuring successful project execution and alignment with County objectives. Defines project scopes, develops roadmaps, and oversees execution, ensuring timelines and budgets are met. Works closely with business stakeholders to translate requirements into technology solutions. Manages technology lifecycle planning, ensuring smooth system upgrades, migrations, and deployments. Implements change management and risk mitigation strategies for technology rollouts. Optimizes resource allocation, ensuring teams have the tools and infrastructure needed to succeed. Evaluates emerging technologies and proposes solutions that drive County-wide digital transformation. Coordinates with external vendors and service providers to enhance IT service delivery. Oversees multiple IT teams across different technical domains, ensuring efficient service delivery. Manages IT operations, ensuring performance, availability, and security of critical systems. Drives IT operational excellence by optimizing workflows, automating processes, and enhancing service management practices. Ensures IT teams adhere to SLAs, KPIs, and industry best practices. Leads problem resolution efforts for complex technical challenges affecting IT operations. Establishes clear operational procedures, documentation standards, and escalation paths. Develops and enforces policies to ensure data security, compliance, and risk management. Collaborates with other IT leaders to drive innovation and continuous service improvement. Oversees IT resource planning, budget forecasting, and vendor management. Enforces IT security, governance policies, and compliance frameworks. Implements disaster recovery plans, cybersecurity controls, and regulatory adherence strategies. Identifies and implements technology upgrades, process automation, and efficiency optimizations. Collaborates with stakeholders to drive cost savings and IT operational improvements. Contributes to technical roadmaps, 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. Defines department-wide KPIs and success metrics to measure IT efficiency, service levels, and customer satisfaction. Develops real-time dashboards and reporting tools to monitor IT performance and service reliability. Utilizes data analytics to optimize resource allocation and technology investments. Implements continuous improvement programs based on performance analytics and stakeholder feedback. Conducts regular IT assessments to benchmark against industry best practices. Drives automation and AI-based analytics to enhance IT operations. Provides executive-level reports on IT performance, challenges, and opportunities for improvement. Develops strategies to improve operational resilience and system reliability. Defines and monitors key performance indicators (KPIs) for IT operations. Identifies trends and proactively address recurring IT service issues. Enhances system efficiency by integrating IT automation and AI-driven analytics. Conducts regular IT risk assessments and continuous improvement initiatives. Leads, mentors, and develops IT team leads, supervisors, and technical specialists. Fosters a culture of innovation, collaboration, and accountability within IT teams. Designs and implements training programs to enhance technical expertise and leadership skills. Conducts performance evaluations, sets clear career growth paths, and supports workforce development initiatives. Develops staffing plans to meet current and future business and technology needs. Serves as a key liaison between IT leadership, County departments, and external partners. Collaborates with business units to align IT initiatives with operational and strategic goals. Presents IT updates, project progress, and service performance reports to leadership. Advocates for IT funding and resources, ensuring technology investments align with business priorities. Partners with external vendors and technology providers to enhance IT capabilities. Leads IT governance committees and participates in County-wide planning initiatives. Represents IT in community engagement programs and public sector IT forums. Communicates IT priorities and objectives effectively across multiple teams and stakeholders. Communicates IT strategies, policies, and priorities to business units and stakeholders. Leads cross-functional meetings to align IT objectives with County-wide goals. Provides strategic recommendations to executive leadership on IT service improvements. 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 Computer Science, Information Technology, Business, or in a job-related field of study. Six (6) years of work-related experience in Information Technology, including three (3) years supervisory experience. Information Technology experience in government preferred. Certifications (Preferred) :

• ITIL Foundation Certification
• CompTIA Network+, Security+, or Microsoft certifications
• PMP or Agile-related certifications Special Requirements / Knowledge, Skills & Abilities :
• Skill in leadership and problem-solving with a proactive approach
• Skill in communication and stakeholder engagement
• Ability to manage multiple teams and oversee IT service delivery across multiple functions
• Knowledge of IT security, risk management, and compliance frameworks
• Ability to drive IT innovation and continuous improvement initiatives
• Knowledge of IT service management, cybersecurity principles, and enterprise system administration
• Skill in troubleshooting, system monitoring, and IT process automation 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 work in a fast-paced, evolving technology environment. 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.