Division Director of IT Service Operations

About the role

The Division Director of IT Service Operations will lead IT service management operations, including service desk, end-user support, and asset lifecycle management, ensuring reliable and customer-focused service delivery. This role drives process standardization, performance improvement, and operational efficiency while supporting critical services and organizational priorities.

Responsibilities

• Provide leadership and operational oversight for IT service management, service desk operations, end-user technology services, and IT asset lifecycle management
• Oversee daily operations and service delivery to ensure reliable, efficient, and customer-focused IT support across the organization
• Establish and maintain service management processes aligned with ITIL or similar frameworks to ensure consistent and effective service delivery
• Oversee key IT service management processes including incident management, problem management, change management, and service request fulfillment
• Establish service level objectives, monitor performance metrics, and drive continuous improvement in service delivery
• Promote a customer-focused service culture and improve end-user satisfaction with IT services
• Ensure reliable and responsive IT service delivery supporting critical county operations, including public safety departments such as police, fire, and emergency services
• Oversee lifecycle management of end-user devices including procurement, deployment, maintenance, refresh programs, and retirement
• Ensure accurate asset tracking, inventory management, and warehouse operations for IT equipment
• Lead initiatives to improve operational efficiency, service quality, and customer satisfaction
• Support budgeting, resource allocation, and performance monitoring to meet financial and operational targets
• Provide leadership in implementing organizational policies, standards, and best practices
• Foster a culture of collaboration, innovation, and continuous improvement in IT service delivery
• Represent the department in cross-functional meetings, committees, and external engagements as required
• Mentor and develop department leaders and staff to build organizational capacity and succession pipelines
• Monitor compliance with relevant regulations, policies, and risk management practices

Requirements

This job is a civilian position in either a public safety department or in Information Technology with close ties to public safety. Due to the sensitive nature of this position, a public safety background which may include motor vehicle & criminal histories, and fingerprinting. This job may require on-call rotation and emergency after hours, weekends, and/or holidays.

Qualifications

• Bachelor’s Degree in business administration, public administration, or related field AND Nine years of progressively responsible experience related to the area of assignment, including two years experience as a manager;
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.

Preferred Qualifications

• Master's degree in business administration or public administration, or related field AND Eight years of progressively responsible experience related to the area of assignment, including two years experience as a manager;

Benefits

Grade The grade for this position is 205. Salary will be dependent on education and experience. Effective 4/11/2023, this position is eligible for the Employee Referral Program.

Pay

Salary will be dependent on education and experience.

Schedule

Effective 4/11/2023, this position is eligible for the Employee Referral Program.