Infrastructure & Operations Director

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Infrastructure & Operations Director

Market Range:

IT18

Approved Date:

3/8/2024 12:39:02 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M4

Career Level Description:

Management Level 4

Job Code:

100453

Job Family:

Information Technology

Sub Family:

Network Operations

Primary Purpose

Manage the activities of the Technical Infrastructure and Customer Services divisions of the Wake County Information Services department to introduce improved efficiencies and effectiveness and to increase and strengthen the alignment of the department's work with the needs of the organization. This includes planning, directing and coordinating the delivery of all services provided by these divisions. Collaborate with business units to identify opportunities to use technology to support their business processes. Continuously improve core technologies and services to create a foundation for the County's business operations.

•

Manage the activities of the Technical Infrastructure and Customer Services teams of the Wake County Information Services department to introduce improved efficiencies and effectiveness and to increase and strengthen the alignment of the department's work with the needs of the organization.

1

25%

•

Lead critical infrastructure and enterprise IT projects as assigned. Examples include:

1.  Complete the telecom infrastructure project, readying County facilities for the VoIP implementation

2.  Lead the County’s migration to O365

3.  Lead the rearchitecture of the County's OnNet/OffNet WiFi networks, including the implementation of a hoteling concept for guests.

2

35%

•

Lead the creation of the annual IS operating budget for the Technical Infrastructure and Customers Services divisions, the Enterprise Infrastructure and Computer Equipment CIP programs and specific major project CIP budgets for projects managed by supported teams. Manage budgets throughout the year.

3

15%

•

Serve on the Information Services (IS) leadership team and provide input into the department's strategic planning efforts, annual business plan update and organizational design.

4

15%

•

Serve as the Information Technology liaison for specific County departments, partner agencies and organizations.

5

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M4

Career Level Description:

Management Level 4

•

Directs a Division.

•

Creates the short-term strategy for the Division or Function and creates operational plans for Division that align with Department plan.  Actions have direct impact on results of the Department.

•

Responsible for Budget planning and justification.

•

Responsible for making significant improvements of processes, systems or standards to enhance performance of Division or multiple divisions.

•

Oversees employees who pioneer unique ideas or generate new, viable solutions to make improvements or respond to issues.

•

Communicates within and outside the Division(s).

•

Influences others regarding the area of responsibility’s practices and approaches.

•

Achieves goals through teams of managers.  May be responsible for creating workforce and staffing plans for job area to ensure availability of employees and resources.

•

Has hiring, firing, promotion and reward authority for direct reports.

•

Requires broad management and leadership knowledge to lead multiple Work Groups. Typically has master-level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.

Qualifications

•

Bachelor's degree in Computer Science, Information Systems, Computer Engineering or related field

•

Six years of experience in IT infrastructure and operations design and administration including at least two years of supervisory experience

•

Equivalent education and experience are accepted

•

5 Years

Experience working in an enterprise-level networking environment; including experience managing server, network, messaging/collaboration and customer services team. Experience with virtualization technology including VMWare and Citrix, and experience with Active Directory required.

•

Knowledge of the principles and practices of public administration, including organizational development, financial, fiscal, and personnel management, budgeting, and supervision.

•

Demonstrated excellent customer service and communication skills in order to effectively carry out the above job functions with a diverse group of end users, including County senior leadership, IT technical staff, public officials, vendors and related industry experts.

•

Knowledge of the principles and practices of project management to achieve project objectives within established budgets and schedules.

•

Knowledge related to research and evaluation of new and emerging technologies to achieve business value realization.

•

Experience developing and implementing a cloud computing strategy that works in concert with on-premise computing environments.

•

Must be skilled in negotiating with vendors, contractors, and others; including the development of bid specifications, statements of work and contracts for special hardware or software systems required to implement new programs.

•

Demonstrated exceptional communication skills and ability to clearly discuss and convey complex information technology concepts and terminology with both technical and non-technical staff at all levels within and outside the County.

•

Demonstrated ability to write and present succinct and informative communication, which conveys clear and concise meaning.

•

Ability to work well with people from many different disciplines with varying degrees of technical experience.

•

Ability to market new concepts and champion change.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above 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.

Competencies

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Political Savvy

Identifies internal and external politics that impact the work of the organization. Perceives organizational and political reality and acts accordingly.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Cooperative Leadership

Promotes and generates cooperation among one's peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that gets results.

Technology Management

Keeps up-to-date on technological developments. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

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 the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X