This position is the IT program manager for multiple units within ISD responsible for outlining objectives, planning execution, managing day-to-day work, and reporting on status. Those units include IT Customer Support, Escalation and Application Support, Desktop Support Services, Network Technology Services and Security Operations.
Staff Management and Team Building are essential functions of this position. The incumbent will utilize and demonstrate effective management principles and performance management tools to create and maintain successful teams resulting in an environment where employees are valued and respected. Additionally they will provide leadership, mentoring, coaching and education to develop and maintain effective, well-trained teams based on performance standards.
This position ensures that the AGO end users are receiving the appropriate assistance in resolving their technology needs as well as monitoring, tracking, and coordination of service desk functions. Other duties include interacting with customers and soliciting feedback to assist in identifying areas of process improvement; supervision and evaluation of IT Technicians; and the management of the replacement, deployment, maintenance, upgrade and support of IT infrastructure systems including storage and compute environments.
The IT Operations & Support Manager has extensive endpoint support and customer service experience, possesses a strong work ethic and attention to detail. This position is responsible for the management of the teams who supports installation, implementation, administration, and support of desktop PC’s, printers, mobile devices, and all related endpoint hardware and software.
This position acts as the AGO’s designated IT Security Official as required by state policy and assures compliance with the Office of the Chief Information Office (“OCIO”) policy and standards. The incumbent is responsible to direct, develop and implement security policies and IT business continuity plans that impact AGO Administrative Policy.
This position reports to the Chief Information Officer, is a member of the ISD Leadership Team (ILT) and serves as a rotational back up the Chief Information Officer.
Bachelor’s degree in Computer Science, Engineering, Business, or related field. Equivalent professional experience can substitute for educational requirement.
Five or more years work experience at ITS/AS6 or comparable IT technical/professional level specializing in IT network service provision and security; 5 years professional experience in a law firm (or similar) environment with an expert understanding of how to support the delivery of information technology; or five years working experience with Information Technology Information Library (ITIL) in a service delivery lead/managerial role.
Full position description and qualifications can be found by viewing the posting on www.careers.wa.gov and searching by agency (Attorney General’s Office) or by searching “IT Operations & Support Manager”. This site is also where you will submit your application material. For information about the AGO, visit www.atg.wa.gov.
Additional Salary Information: This is a WMS Band 3 position, with the salary dependent upon experience and qualifications, and are commensurate with comparable positions in the AGO. Although the salary will be set based upon experience, it is anticipated that the range of annual compensation will fall between $73,500 - $102,500 depending on qualifications. Washington state employees are offered a solid benefit package that includes retirement, options for deferred compensation and a full array of health, dental and life insurance coverage.