Information Services Department - Division Manager of Operations (Open and Promotional)

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Information Services Department - Division Manager of Operations (Open and Promotional)

Salary

$174,761.60 - $218,504.00 Annually

Location

County of San Mateo, CA

Job Type

Full-Time

Job Number

D114P

Department

Information Services Department

Opening Date

09/03/2024

Closing Date

9/24/2024 11:59 PM Pacific

• Description

• Benefits

• Questions

Description

The County of San Mateo's Information Services Department (ISD) is seeking a dynamic leader who is distinctly effective in people and operational management within a highly technical information technology environment. Under general direction of the Office of the Chief Information Officer, this individual serves as a senior manager and provides technical and programmatic direction over a functional area of ISD. Additionally, this individual will plan, develop, and implement goals and policies for the assigned area that align with department priorities; direct assigned staff; and provide highly responsible and complex administrative support to the Office of the Chief Information Officer and their management staff.

This Division Manager will be responsible for approximately 33 staff across three teams. This division is responsible for all operational support of key technology systems such as: Servers, Storage, Data Center, Disaster Recovery, Telephones, and Radios. The Division Manager will ensure that the operational performance metrics are met in each of these areas, that tickets are responded to in a timely fashion, that operational budgets are met, that Service Level Agreements (SLA's) are met, that customer satisfaction is high in each of these areas, and that monthly performance data is maintained and available for each of these areas. The Division Manager will maintain a great work environment for teams to thrive by ensuring staff in these areas are well trained in current and emerging technologies to provide a high level of support to end users. This position requires a very high level of focus and the ability to balance many operational priorities, as each of these areas has critical systems that are supported for end users with many operational service goals to track and meet.

If you are an individual who thrives on making a significant positive impact in the lives of others as part of your profession, we want to talk to you.

The ideal candidate for the position will have:

• 7 or more years of experience working at a senior level in a technology related field providing exceptional support to hyperconverged server, telephony, and radio team environments.

• Proven success working as a team member with other senior managers to provide excellent collaboration/cooperation and exceed operational metrics.

• Expertise in fostering a positive work culture, with a strong commitment to diversity, equity, and inclusion.

• A keen interest in working with the Office of the CIO to build a strong department through proactive actions, great communication, and a positive attitude towards change.

• Experience implementing and supporting enterprise services, including significant platform change.

• Advanced knowledge of project lifecycles from initiation to operational handoff.

• Knowledge and experience with government procurement and the competitive bid process.

• Strong vendor management skills.

• Excitement about working with internal and external partners.

• Strong written and verbal communication skills is a must.

• This position requires an individual to be extremely organized, have keen attention to detail and the flexibility to work with different aspects of a business.

• Prior experience as director or operations manager.

• Deep understanding of industry trends in the assigned areas and established practice to maintain that knowledge.

• Understanding of federal, state, and local legislation and its impacts to technology.

  Please Note: we will be hosting a special Informational Session for this recruitment. Join us for a live conversation with the Assistant Director/Deputy Chief Information Officer, Cathy Vu-Pang, to learn more about this exciting opportunity! Register HERE. (https://smcgov.zoom.us/meeting/register/tZEucO-uqjsvEtCXZf2Wd-pUAWwl2ptNiukr)

Examples Of Duties

Duties may include, but are not limited to, the following:

• In collaboration with other divisions and departmental stakeholders, develop long term strategic plans to enhance service offerings.

• Direct staff in providing timely and effective response to incidents and resolve incidents within agreed to metrics.

• Restore normal service; record and fulfill user requests; and record, investigate, diagnose, escalate, and resolve incidents.

• Manage all IT system changes in a controlled manner, including standard changes and emergency maintenance relating to business processes, applications, and infrastructure.

• Guide divisional staff to effectively execute the activities and operational procedures to deliver required IT services, including standard operating procedures and monitoring activities.

• Successfully implement new IT solutions and services in accordance with organization and customer expectations.

• Plan, organize, direct, and coordinate the work of assigned subordinate professional technical and support staff.

• Ensure proactive and cost-effective services and maintain high level of customer services satisfaction.

• Assist in preparing and monitoring division budget and contracts.

• Stay up to date with industry trends and best practices.

• Assume management of another Information Services division when directed.

• Actively mentor subordinate staff as future leaders of the organization.

• Select, train, motivate, and evaluate assigned personnel.

• Perform related duties as assigned.

Qualifications

Education and Experience:

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is three years of professional level experience in information systems which has included one year of administrative or managerial experience. Experience should include a substantial combination of online applications, data communications, computer operations, operating systems, voice communications and services, and large communications systems.

Knowledge of:

• Information systems, technology and practices as they relate to large, complex data, voice, and multimedia networks; distributed servers and multiple technologies; and multi-vendor equipment and software environments.

• Management principles and practices.

• Principles of personnel training, supervision and evaluation.

  Skill/Ability to:

• Plan, organize, manage, coordinate and evaluate the functions and staff of assigned division.

• Select, train, supervise, develop and evaluate staff.

• Establish and maintain effective working relationships with those contacted in the course of work.

• Understand and communicate information about complex systems to individuals with varying levels of expertise.

• Develop, administer and interpret policies, guidelines and procedures related to the assigned division.

• Understand and work effectively in a complex organization with multiple and overlapping authorities.

• Determine the direction of technology and make appropriate technological choices.

• Communicate effectively both verbally and in writing.

• Coordinate activities with other departments, programs and/or outside agencies.

• Plan, schedule and manage large scale projects.

• Work cooperatively with other divisions, other County departments.

• Establish and maintain effective work relationships with those contacted in the performance of required duties.

Application/Examination

Open & Promotional. Anyone may apply. Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, extra-help/limited term positions prior to the final filing date will receive five points added to their final passing score on this examination.

A supplemental application form must be submitted in addition to our regular employment application form. Resume or CV will not be accepted as a substitute for the required employment application and supplemental questionnaire.

The examination process will consist of an application screening (pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview, which may include the evaluation of a written and/or performance exercise given immediately preceding the interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org to apply.

TENTATIVE RECRUITMENT SCHEDULE

Final Filing Date: Tuesday, September 24, 2024 at 11:59 p.m. PST

Application Screening: Wednesday, September 25, 2024

Informational Session: Thursday, September 19, 2024 from 12 p.m. to 1 p.m.

Panel Interviews: Thursday, October 3, 2024

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically and linguistically diverse communities. The County of San Mateo is committed to advancing equity in order to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity and inclusion at all levels.

HR Contact: Arlene Cahill (ISD Division Manager of Operations - D114)

Please visit https://www.smcgov.org/media/121036/download?inline= for a complete listing of all benefits for this classification.

Benefits are offered to eligible employees of the County of San Mateo. All benefits are subject to change.

As an additional benefit, the County offers extensive training, wellness and development programs designed to improve skills and enhance career opportunities. Most programs are offered on County time at no cost to you.

County employees are also covered by the federal Social Security system and earn benefits for retirement based on salary and time worked.

01

IMPORTANT: Applicants for this position are required to submit responses to the supplemental questions below. Your responses will provide detailed information about your background and experience related to this position. This information will weigh heavily in the application screening by the subject matter experts and will also be used in the selection process. Answer the questions completely, paying attention to the multi-parts of the questions. While being thorough and detailed, also be concise. Your strategic use of language as well as neatness, clarity of expression, attention to detail, proper use of grammar and the ability to follow instructions will be considered in the evaluation process. A resume will not be accepted as a substitute for your responses.

• I have read and understand these instructions.

  02

  Please tell us specifically about your leadership experience in the IT Operations field for the past two years. Please ensure you include specific instances in the improvement of support of data center, hyperconverged computing, telephony, and radio infrastructure and/or innovative methods you employed to greatly enhance your service offering. Be specific. (A resume will not be accepted in lieu of your response to these questions.)

  03

  Provide specific examples where you applied flawless customer engagement strategies and how those strategies positively impacted your customers. Be specific. (A resume will not be accepted in lieu of your response to these questions.)

  04

  How do you create a team of effective technical professionals? Be sure to provide examples of how you encourage staff development, innovation, and engagement. Be specific. (A resume will not be accepted in lieu of your response to these questions.)

  05

  How do you create and maintain synergies with peers over other divisions to ensure a highly collaborative and engaging environment? Be specific. (A resume will not be accepted in lieu of your response to these questions.)

  Required Question

Agency

County of San Mateo

Address

County of San Mateo Human Resources Department 500 County Center, 4th Floor Redwood City, California, 94063-1663

Phone

(650) 363-4343

Website

https://jobs.smcgov.org

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