NATURE OF WORK

This position involves the oversight of enterprise client technology services and the provision of technical resources to users across all departments and divisions within the City. As an IT Manager, you will be responsible for managing a team, setting project priorities, evaluating staff performance, and addressing workload and technical issues. Your role includes ensuring that quality standards are consistently met and that users receive the necessary services and support required to perform their daily functions. You will also play a pivotal role in coordinating help desk functions, ensuring the quality of customer service, and overseeing systems programming, databases, and interfaces related to application resolution and troubleshooting in your respective specialty areas. Maintaining service-level agreements to effectively resolve problems will be a key aspect of your responsibilities. Additionally, you will contribute to the budget preparation process as needed. In this position, fostering an inclusive, positive, and team-oriented work environment is essential. You will actively participate in managing, coaching, and mentoring team members, contributing to their professional growth and the overall success of the team and the City as a whole. Your role as an IT Manager is integral to ensuring the seamless operation of the City's technology infrastructure and enhancing user satisfaction through customer service, collaboration, and transparency. This employee is also required to maintain CJIS Level 4 certification.

ESSENTIAL JOB FUNCTIONS

• Designs, implements, and maintains the city's network and cybersecurity infrastructure to ensure the secure and reliable operation of IT systems across the organization.
• Develops and implements network and cybersecurity policies and procedures to ensure compliance with industry standards and regulations, including but not limited to NIST, and maintains up-to-date documentation.
• Provides expert technical guidance and leadership in network architecture, design, and operations, and cybersecurity to support the organization's strategic goals and initiatives.
• Coordinates with cross-functional IT teams to ensure seamless integration of network and cybersecurity components with business systems, promoting a cohesive and secure IT environment.
• Regularly conducts vulnerability assessments, penetration tests, and security audits to identify potential security threats and risks, followed by the development of effective mitigation strategies.
• Performs ongoing monitoring of network and cybersecurity systems and leads the rapid response to security incidents and breaches, ensuring minimal impact on operations.
• Manages network and cybersecurity projects from inception to completion, ensuring adherence to timelines, budgets, and quality standards, while fostering collaboration among team members.
• Oversees the network and cybersecurity workforce, including performance management, development, and training, to cultivate a skilled and agile security team.
• Ensures all network and cybersecurity components are properly licensed, maintained, and supported, and collaborates with vendors and industry partners to stay updated on emerging technologies and best practices.
• Develops and enforces network and cybersecurity incident management policies and procedures, including clearly defined escalation protocols, to ensure a swift and organized response to security incidents.
• Actively participates in business continuity and disaster recovery planning and review, safeguarding the organization's ability to maintain critical operations during adverse events.
• Provides strategic input for department budget development, including equipment, software, and staffing needs, aligned with the organization's security objectives.
• Effectively communicates network and cybersecurity risks and strategies to senior management, departmental stakeholders, and end-users, fostering a culture of security awareness.
• Ensures strict compliance with all regulatory requirements and standards, such as NIST, and leads efforts to maintain and report on compliance status.
• Performs related work as required to support the organization's evolving IT and security needs, demonstrating adaptability and dedication to the role.

EDUCATION

• Graduation from an accredited college or university with a  Bachelor’s degree in computer science, information systems or a closely related field.
• Master’s Degree preferred.

EXPERIENCE

• Five (5) years of work experience managing, implementing, and troubleshooting mission-critical enterprise applications including, but not limited to Tyler Technologies ERP systems; all preferably in a government environment.
• Minimum three (3) years of experience managing staff in a technologically progressive environment.

• Certifications desired: Microsoft certification (s); Comp TIA Server
• Certifications desired: Cisco Certified Network Associate (CCNA)
• Certifications desired: CompTIA Security , CompTIA Network
• Certifications preferred: Global Information Assurance Certification (GIAC).
• Certifications preferred: Microsoft Certified Solutions Associate (MCSA), Microsoft Enterprise Administrator/365;

• Possession of a valid Driver’s License with an acceptable driving record. 
• Must obtain a valid Florida driver’s license prior to hire.

PHYSICAL REQUIREMENTS

Work Environment:  

• Work is performed primarily in a standard office environment and data center rooms and closets with some travel to different sites; incumbents may be required to work extended hours including but not limited to evenings, weekends and holidays. 

 Sensory: 

• 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.

 Physical:  

• 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 50 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Occasional climbing on ladder or stool to reach or mount equipment.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of application support software with computer and office systems technology.
• Knowledge of computer hardware, including cabling and telecommunications.
• Knowledge of how to diagnose IT issues and using wide range of IT diagnostic utilities programs.
• Knowledge of desktop and server operating systems. 
• Knowledge of advanced principles of Information Technology Infrastructure Library (ITIL).
• Knowledge of effective supervisory principles and practices.
• Skill in developing and providing SLAs and help desk deliverables.
• Skill in management and performance management techniques.
• Skill in the operation of personal computers and related software.
• Skills in documenting and reporting on processes and procedures related to project implementations, progress and deployments.
• Ability to demonstrate exceptional analytical and problem-solving skills.
• Ability to effectively prioritize and execute tasks in a challenging progressive technology environment.
• Ability to demonstrate exceptional interpersonal skills, with a focus on customer service, listening and questioning skills.
• Ability to conduct research regarding technical issues and products and disseminate solutions to end users.
• Ability to analyze customer service problems and recommend acceptable solutions based on requirements.
• Ability to deal with customers tactfully, firmly and impartially.
• Ability to supervise staff of assigned employees in a manner conducive to acceptable performance and high morale.
• Ability to establish and maintain effective working relationships with coworkers, supervisors, departments, elected officials, and the general public.
• Ability to express ideas clearly and concisely, both verbally and in writing.
• Ability to exercise judgment and discretion in interpreting and applying department policies and procedures.
• Ability to successfully work in a team-oriented and collaborative environment.