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Description Detail

Technology Support Services Director

Min Hourly Max Hourly Min Monthly Max Monthly Min Salary Max Salary
$41.75 $58.46 $7,236.53 $10,132.87 $86,850.00 $121,590.00

Description

Under limited direction; direct, administer and manage the Technology Support Services Department within the Facilities and Information Technology Division. The Technology Support Services Director will supervise and ensure the efficient operation of the Counties computer network, server infrastructure, databases, radio network and equipment. The Technology Support Services Director primary role is to align technology vision with business strategy by integrating processes with the appropriate technologies. The Technology Support Services Director will develop and implement technology initiatives within the organization and drive new innovation to improve technical services. The Technology Support Services Director is responsible for the technology services that support underpin business and utility services including Network & Storage, Database Administration, Network Infrastructure, End User Computing, Printing and Copiers, Telecommunication Services, and Radio's and Pagers.

Accountable for ensuring that technology infrastructure, support services, and project management standards and policies are adhered to division ITIL processes especially Incident, Problem and Change Management. The Technology Support Services Director will oversee the operations of the county enterprise security solutions and management and continuous improvement of our security policy and best practices. In addition, the Technology Support Services Director will direct cyber security initiatives, operations and continuous improvement.

Duties

The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time. 
  • Receives direct supervision from the Chief Information Officer.
  • Exercises direct and indirect supervision over staff.
  • Participate as a member of the FITD leadership team.
  • Assign, direct and supervise activities of Group Managers and Team Leads and direct reports, ensuring adherence to established policies, procedures and standards. Administer or make recommendations for routine personnel matters affecting subordinates, including recruiting, interviewing, hiring, training, assigning work, scheduling work hours, granting leave, appraising performance, disciplining and submitting such records and reports as required by County policies and procedures.
  • Provide technical leadership to Technical Support Services Department and the organization including being conversant with the future direction of communications and information technology infrastructure (network, communications, system administration, technical support, and support services), how that direction will impact the organization/Department, and how future and current infrastructure can be exploited for the benefit of the organization/department.
  • Direct and facilitate the design of large and/or complex technology infrastructure systems or upgrades which are designed to provide the infrastructure for delivering communications and information technology in a timely and efficient manner to IT and the customer.
  • Work with Chief Information Officer, Group Managers, Project Management Group, Business Analysts, and Customer Advocacy Board to establish mission, goals, objectives, and work plans for the County’s communications and information technology infrastructure.
  • Design, develop and establish standards to which the Technical Support Services Department staff must adhere, thereby providing an enterprise wide set of standards and support processes that meet business needs.
  • Support departmental goals as required for the planning and implementation of strategies, which assure customer satisfaction, system availability, service levels, and meeting and exceeding first and second level problem resolution.
  • Direct, motivate delegate and empower Group Managers and teams to successfully perform their tasks and responsibilities while also encouraging and rewarding innovation.
  • Establish operational agile processes to monitor work and measure deliverables and team dynamics.
  • Drive adoption and value of Incident Management, Change Management and Problem Management processes to limit down town and eliminate defects from the environment.
  • Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
  • Proactively communicate with customer community and provides technical advisory services as required. Establishes and maintains a positive working relationship with all departments to optimize working relationships and communication.
  • Create and maintain the enterprise security architecture design and plans.  Act as the security officer for Larimer County in support of security best practices.  Develop a culture of continuous improvement in support of improved security and risk balance.
  • Assist in preparing and planning the annual budget document and provides Chief Information Officer and Business Operations Manager input regarding the budget.
  • Develop and manage the budget.  Review and approve expenditures.
  • Perform other duties as assigned or necessary for performance of the job.

Knowledge, Skills, & Abilities:

  • Exceptional knowledge of service management best practices and the efficient delivery of technical services.
  • Extensive knowledge in the managing and delivering infrastructure design and operational excellence in support of diverse business services.
  • Demonstrated ability to apply technology solutions to business problems.
  • Excellent knowledge of technology environments including:  Telecommunications, networks. File servers, virtual server technology, enterprise storage, databases, radio systems, and end user computing.
  • Experienced in project management methods and techniques.
  • Demonstrated knowledge of ITIL processes and Agile principles.
  • Analytical and logical problem solving skills.
  • Federal, State, or local government business.
  • Plan and implement multiple large and/or complex communications and information technology infrastructure projects.
  • Assess organizational needs and relate appropriate technology solutions.
  • Communicate clearly and concisely, both orally and in writing.
  • Build a culture of collaboration and support within FITD in support of business outcomes and services.
  • Plan, organize, schedule, and monitor tasks and resources in order to accomplish established goals and objectives.
  • Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
  • Ability to articulate ideas to both technical and non-technical audiences.
  • Exceptionally self-motivated and directed with a keen attention to detail.

Qualifications:

  • Eight years of progressive experience in information systems and technology, a directly related field or in the performance of similar duties and responsibilities.  Six years experience with implementing large technology systems.  Four years in a leadership or management role.
  • Bachelor’s degree from an accredited college or university with major coursework in Business Administration, Computer Science, Information Technology or a related field required or equivalent where two years of experience can substitute for one year of education. 
  • ITIL Foundations Certified Preferred.
  • Additional training or advanced coursework desired.

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