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Assistant General Services Director-Technical Services

Salary: N/A

DEFINITION: Under general administrative direction, plans, organizes, and directs the Technical Services Division of the General Services Department, and performs related duties as required.

DISTINGUISHING CHARACTERISTICS: This is an at-will, assistant department head class position. Incumbents are exempt from Civil Service and serve at the pleasure of the department head. The incumbent is responsible for managing the daily operations of the Technical Services Division of the General Services Department, including the oversight of managerial, professional, technical, and administrative support staff involved in the provisioning, operation, and maintenance of centralized Information Technology services such as e-mail, Windows infrastructure and desktop services, web hosting, database hosting, local/wide area networks, internet access, firewalls and perimeter security; provisioning, operation and maintenance of public safety and local government 2-way radio, microwave, videoconferencing, telephone, video, and data communications systems; operation of the county's Government Access TV studio; and operation of centralized reprographic services. This position acts for the department head during absences or as directed.

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

  1. Manages and monitors the daily operations and activities of the technology divisions.
  2. Collaborates with County Administrator-sponsored Information Technology advisory and policy committees in developing service model, rate setting strategies, and priorities.
  3. Coordinates the preparation of the annual division budgets, service rates, service strategies, support principles, and service level agreements; monitors and adjusts budgets as appropriate and in accordance with policy.
  4. Performs ROI (Return On Investment) and benefit analyses on all technology investments.
  5. Promotes a department culture of customer-focused, service-oriented, competitive, reliable, and efficient delivery of services.
  6. Develops and implements strategies and policies for managing the ISFs (Internal Service Funds).
  7. Conducts systematic and ongoing evaluations of all services and operations for user satisfaction through surveys and other assessment activities; implements recurring performance measurement metrics for key services; identifies customer service or operational problems and formulates and implements solutions.
  8. Conducts ongoing evaluations of voice, video, and data technologies and explores the cost/benefit of merging technologies.
  9. Provides vision and leadership in assessing potential areas of opportunity in the delivery of new services that would support customer business activities.
  10. Participates in annual strategic planning to align division goals and objectives with departmental and county goals and objectives.
  11. Participates in cable franchise negotiations with the County's cable franchise operators.
  12. Continually adapts the organization in response to new technologies and changing customer expectations.
  13. Coordinates with departmental executives and data processing managers in resolving service delivery issues or complaints.

EMPLOYMENT STANDARDS:

  1. Five years of broad and progressively responsible experience in a senior management or administrative capacity, with accountability for planning, organizing and implementing information and telecommunications systems; or,
  2. a combination of training, education, and experience that is equivalent to the employment standard listed above and that provides the required knowledge and abilities.

Knowledge of: effective organization, customer service principles, efficient service delivery principles, fiscal and personnel management; conflict resolution; budgeting and accounting principles relating to complex budgetary and rate preparation and control; information and telecommunications technology principles, systems design and best practices; effective management practices of a centralized service delivery organization.

Ability to: plan, direct, and supervise the work of information technology and telecommunications staff; analyze administrative problems, draw sound conclusions, and take appropriate action; work cooperatively and collaboratively with management, technical, and other staff and outside vendors; represent the department with tact, diplomacy, and persuasion; communicate effectively orally and in writing and make public presentations; prepare clear and concise reports.

Desirable Qualifications: In addition to the minimum employment standards, possession of a bachelor's degree from an accredited college or university with a major in computer science, information technology, business administration, or a closely related field is highly desirable.

Supplemental Information: Employment in this class requires successful completion of a criminal background investigation.



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