Information Technology Manager - Service Delivery

  • Monterey County Human Resources
  • Salinas, California
  • May 21, 2019
Full Time Information Technology and Communication Services
  • Salary: $97,595.68 - $133,224.00 Annually

Job Description

Position Description

Application Filing Deadline:  June 14, 2019
Exam #:  19/43G01/05SP

The Monterey County, Information Technology Department (ITD) consists of five (5) operational Divisions: Administration; Applications; Service Delivery; Infrastructure; and Security. ITD resources are operated and maintained in a manner that supports high availability for utilization and minimizes the risk of business interruption. ITD's focus is on developing a sustainable, customer focused environment to enhance and improve the quality of technology services used by County departments for the benefit of all Monterey County residents, businesses, and visitors.

The ITD, Service Delivery Division seeks an IT Manager to lead the Desktop Support and Service Desk team. The successful candidate will manage the day-to-day operations of the team, comprised of approximately ten team members, and will work closely with the Systems Support team to deliver solutions and support for our customers' technology needs. The ideal candidate is a seasoned IT professional with strong customer service experience that has worked in a highly diversified and complex technology environment. In addition, the ideal candidate will possess a strong technical background that includes internal standalone systems, virtual environments, and Software as a Service (SaaS) / Infrastructure as a Service (IaaS) providers.

The Eligible List established by this recruitment may be used to fill current and future vacancies on a regular full-time or temporary basis.

Examples of Duties Paramount duties include:
  • Acts as primary point of contact with clients to identify, coordinate, oversee, and ensure implementation of automated business systems.  
  • Interviews, selects, motivates, and evaluates staff; provides for technical and professional skills training and development; and manages performance.
  • Consults with assigned department(s) / client(s) to determine scope of project, needs assessment, and/or product and installation requirements. 
  • Manages multiple projects; plans, staffs, prioritizes and manages all phases of assigned projects.
  • Evaluates user requests for services and determines and recommends the most effective service delivery plan or solution which meets client(s) business needs; aids staff in the analysis and determination of appropriate action to respond to client(s) service needs/requests.
  • Sets scope, boundaries, and objectives for system functions based on departmental needs, and oversees and manages complex systems. 
  • Analyzes, recommends, and writes procedures, standards and policies consistent with departmental plans and County policies, practices, goals, regulations, and established information technology architecture; ensures policies, standards, and procedures are followed by staff. 
  • Participates in audits, integrated reviews, improvement studies, and quality control reviews; writes reports and makes presentations.
 To view the complete job description visit the Monterey County website:

Will have a proven track record demonstrating the following knowledge, skills, and abilities:

Knowledge of:
Principles and practices of project management including project prioritization, cost-benefit analysis, system implementation, user acceptance testing, resource allocation, logistics, coordination, and contract monitoring; Principles and practices of complex information systems technology (hardware and software), including system architecture and client server applications, database systems, and report application; Industry trends, concepts, and best practices for development, maintenance, and improvement within assigned area; Principles and methods of management, including work planning, analysis, and organization, selection, training, development and evaluation of employees.

Skill and Ability to:
Plan, supervise, mentor, motivate, lead, and evaluate the activities of subordinate staff; Establish and hold staff accountable for goals and performance standards; Exercise judgment, decisiveness, innovation, and creativity required in situations involving the direction, control, and planning of an entire program or multiple projects; Analyze and evaluate data and draw logical conclusions; Communicate effectively both orally and in writing; Persuade, convince, and train others; Communicate technical information to persons not familiar with information technology; Develop new approaches and solutions outside of existing theories and principles; Establish and maintain excellent and effective working relationships with department personnel, staff, vendors, peers, and management, and provide excellent customer service.

Examples of Experience/Education/Training Any combination of training, education, and/or experience which provides for the knowledge, skills, and abilities required to perform the duties listed above is qualifying. An example of a way these requirements might be acquired is:

Completion of all coursework leading to a bachelor's degree in Business Administration, Public Administration, Computer Science, Information Systems, or a closely related field; and

Five (5) years of progressively responsible experience within the assigned program area, including one (1) year supervising staff or leading large, complex information technology projects within the designated area.

Additional Information Conditions of employment include:
Successfully complete a background check to include fingerprinting; Possess and maintain a valid California Class C driver license and satisfactory driving record; Work outside of normal business hours on occasion as needed.
Monterey County offers an excellent benefits package. To view the "X" Unit Benefit Summary please visit our website. This information is not legally binding, nor does it serve as a contract. The benefits listed in the Monterey County Personnel Policies and Practices Resolution prevail over this listing.
As a condition of employment, prospective employees will be required to submit to a background review which may include a review of information concerning present and/or prior employment, driving record, and record of criminal conviction. Employees must have and show their Social Security Card on the first day of work. Employment is contingent upon acceptable documentation verifying identity and authorization for employment in the U.S.; a list of acceptable documents is available on the USCIS Form I-9. If you are hired into this classification in a temporary position, your rate of pay will be hourly and you will not be eligible for the benefits listed in the summary. 
  Application and Selection Procedures
Apply On-Line!
Our website:
Applications may also be obtained from and submitted to:
Monterey County, Information Technology Department, Human Resources
Attn: Suzanne Paluck, Human Resources Analyst
1590 Moffett Street
Salinas, CA 93905
Phone: (831) 759-6984  Fax: (831) 422-3622
The selection process is tentative and applicants will be notified if changes are made. The competitive selection process includes submittal of required application materials. A complete application package will include:
  • A completed County of Monterey employment application
  • Responses to the supplemental questions

Applicants who fail to provide all required materials by the application filing deadline will not be considered. Resumes, cover letters, letters of interest and other correspondence will not be accepted as a substitute for required application materials. All required application materials will be competitively evaluated. Those applicants that are determined to be the most appropriately qualified will be invited to participate further in the selection process. To assess applicants' possession of required qualifications, the process may include an oral examination, pre-exam exercises, performance exam, and/or written examination.
Monterey County is a drug-free work place and an equal opportunity employer. The County seeks candidates who can make contributions in an environment of cultural and ethnic diversity. Monterey County provides reasonable accommodations for the disabled. If you believe you possess a disability that would require test accommodation, please call the Human Resources Analyst at (831) 759-6984.
Closing Date/Time: 6/14/2019 11:59 PM Pacific

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