Technical Operations Manager

The Technical Operations Manager is responsible for managing the IT support staff, server systems and technical projects.  This position will be responsible for the overall direction, coordination, implementation, execution, control and completion of projects, ensuring timely planning and execution according to schedule. Oversees a team of high-caliber individuals, responsible for leading the diagnosis, prioritization, and resolution of issues affecting the City’s end user computing solutions.  Works effectively with cross-functional team and reports to the Chief Information Officer. 

ADA REQUIREMENTS: Individual’s sensory modalities (vision and hearing) and physical capabilities (ambulation, strength, coordination, dexterity, range of motion) must be sufficient to perform the Essential Functions of the position. 

• Oversee and direct  day-to-day activities of the Network and Systems Division, ensuring that systems, product services, and infrastructure work reliably and securely.

• Prioritize and manage incidents and service queues to ensure delivery of technical services within departmental service level agreement.  
• Ability to identify and troubleshoot processing issues and coordinate and manage issue resolution.
• Manage implementation of customer facing hardware and software.
• Manage the City’s VOIP infrastructure and communication services.
• Coordinate installations, construction and structured cabling needs as directed.
• Design and implement automation solutions for rapid IT service delivery.
• Manage proactive monitoring solutions to ensure end user services realize expected uptime.
• Manage field support staff and user experience engineers in the team’s daily 24x7 operation.
• Direct the activities of IT support staff in daily reactive operations tasks as well as proactive project work.
• Mentor and manage customer facing staff and support career development.
• Deliver services and solutions as designed and managed by Chief Information Officer.
• Ensure the development and maintenance of knowledge base and system.
• Excellent problem-solving skills, especially as they relate to determining the root cause for production system events and outages in complex computer solutions spanning multiple datacenter environments.

• Graduation from an accredited college or university with a bachelor's degree in Management Information Systems, Computer Information Systems, Computer Science, or a closely related field, and five (5) years experience in a 24/7 operations environment; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities
• Must possess and maintain a valid Florida driver's license with satisfactory driving record held throughout employment.
• Certified Public Technology Manager (CPTM) Preferred.

• Technical aptitude and ability to explain complex technical capabilities and analytical concepts using non-technical terms.
• Ability to effectively manage IT personnel and set department priorities based on daily operations and project-based business requirements.  
• Strong written and verbal communication skills, including ability to effectively communicate with customers, vendors and business leads at every level of the organization.
• Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills.
• Deep understanding of current and emerging technologies and how other enterprises are employing them to drive digital business and how they may be applied to the enterprise to drive digital business.
• Excellent verbal and written communication skills. 

• Ability to establish and maintain effective working relationships with coworkers, the general public and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation, gender identity, or sexual orientation.
• Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of all City ethics and conflicts of interest policies. Strong understanding of ethical behavior is required.
• Ability to maintain regular and punctual attendance. 
• Ability to report to work as directed during an emergency as an essential employee of the City of North Miami Beach.
• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through personal contact, the use of the telephone and/or other City-issued technology devices. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach and twist under desks and around furniture; to lift, carry, push, and/or pull moderate to heavy amounts of weight up to 20 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and toverbally communicate to exchange information. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.