IT Infrastructure & Operations Manager (IT Policy & Planning - Senior Manager)

Washington State Liquor And Cannabis Board; Olympia (WA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Paid Vacation

Telework/remote work opportunities

Onsite exercise facility

Free parking

Job summary

The Washington State Liquor and Cannabis Board (WSLCB) Information Technology Services Division (ITSD) is seeking an IT Infrastructure Ops Manager in Olympia, WA. You will lead enterprise infrastructure, manage budgets, and oversee policy and security across cloud and data center environments.

This senior role requires strong leadership, vendor management, and ability to develop strategic roadmaps while delivering cost-effective technology solutions in a government setting.

Qualifications

• Bachelor's degree in Computer Science or Public Administration.
• Seven+ years of progressively responsible infrastructure experience.
• Five+ years of managing a technology staff within a service model.

Responsibilities

• Manage triage of incoming IT requests to ensure timely, courteous resolution.
• Collaborate with customers to document performance goals and service levels.
• Define, document, and enforce operational procedures and SLAs.
• Coordinate IT resources and budgets to deliver projects on time.
• Mentor staff and develop tactical and strategic roadmaps for compute, storage, network and device management.

Skills

Team leadership

Policy development

Vendor management

Project management

Communication

Education

Bachelor's Degree in Computer Science or Public Administration

Job description

WSLCB Vision

Safe communities for Washington State

Mission

Promote public safety, public health and trust through fair administration and enforcement of liquor, tobacco, cannabis and vapor laws

This recruitment is open until filled. First review of applications will be September 10th. Please submit an application on or before September 9th. The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. We encourage all to apply as early as possible.

This position is currently eligible for telework. This position is required to work in the office a minimum of 1 day per week. This may change based on business needs.

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data-driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders. It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as Rainbow Alliance and Inclusion Network; Veteran Employee Resource Group; Latino Leadership Network; Blacks United in Leadership and Diversity; Disability Inclusion Network; Washington Immigrant Network; Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network; Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

Your opportunity at a glance

The Washington State Liquor and Cannabis Board (WSLCB) Information Technology Services Division (ITSD) is announcing an exciting opportunity for an IT Infrastructure Ops Manager (IT Policy & Planning - Senior Manager) position in Olympia, WA. This position reports to the Chief Information Officer (CIO) within the ITSD and collaborates closely with the LEEADS Application Manager, IT Operational Support Manager, Chief Information Security Officer, as well as executive, and senior and mid-level business managers within WSLCB. The position serves as the highest-level authority related to policy and process in hosting, network, device management, and service operations services for WSLCB.

The IT Infrastructure & Operations Manager supervises four positions. The unit is responsible for developing and maintaining enterprise-wide technology standards that drive the achievement of the agency's mission, goals, and purpose.

The position serves as the highest-level authority related to policy and process in IT Infrastructure & Operations management. The IT Infrastructure & Operations Manager plans, directs and coordinates enterprise operational technology services to ensure the stable delivery of the agency's IT resources. This position is responsible for managing, directing, and administering all activities related to enterprise hybrid cloud infrastructure, data center operations, storage platforms, server and systems platforms, and infrastructure reliability services and Device Management.

Responsibilities include managing IT professional staff, planning technology procurements, vendor management, managing the quality of non-functional requirements, deliverables and services, managing the section budget, section policy oversight, project oversight, team coordination and managing stakeholder engagement related to assigned services. The position relies on expert technology policy development, contract management, vendor management and personnel management skills. Proven advanced organizational leadership skills, including communication, problem-solving and knowledge of industry best practices, are used to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

Some of the duties you will perform are:

• Manage the process of triaging incoming project and work requests to ensure courteous, timely and effective resolution.
• Collaborate with customers and colleagues to identify and document performance goals required to meet service levels expectations.
• Ensure life cycle management standards are designed, documented, communicated and updated on a regular basis.
• Establish, document, maintain and enforce service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Define operational procedures to best support the agency's technical needs while remaining aligned with agency's strategic plan.
• Utilize subject matter expertise and advanced research skills to conduct documented cost, benefit and risk analysis for proposed projects, modifications, acquisitions, policies and/or legislation in a timely manner.
• Develop, update, monitor, communicate and enforce agency security, data management, application management, IT investment and other operational policies and procedures.
• Organize and negotiate the allocation of IT resources to ensure the timely delivery of service and identified expectations of the outcome of the project.
• Coordinate efforts to provide technology solutions using best practices, principles of enterprise architecture and applicable industry standards.
• Prepare budget proposals and operational expenditure statements. Research solutions by utilizing available resources such as other state agencies, vendor whitepapers, or companies that analyze these to make a recommendation with the fiscal request.
• Manage and set priorities for the design, build, maintenance, and evaluation of all managed systems.
• Collaborate with Database Administrator (DBA) to ensure that data is identified and managed according to state and industry security standards.
• Collaborate with Database Administrator (DBA) to ensure all data is secure and meets state, agency, and NIST guidelines.
• Support requirements-based design by ensuring that end-user and stakeholder business, functional and technical requirements drive builds and configurations.
• Provide direct supervision of infrastructure and device management position objectives and expectations.
• Establish short-term objectives and long-term strategic and technical roadmap; engage staff in collaborative review and finalization of long-term objectives whenever possible.
• Effectively mentor, train, coach, counsel, and motivate staff to achieve consistently highperformance.
• Analyze project workload constraints across multiple project initiatives to determine staffing plan, resource constraints and/or resource availability.
• Negotiate the use of resources across multiple projects and initiatives to ensure priority work efforts are appropriately staffed and resources.
• Set and approve technology project workload priorities, in alignment with Agency goals.
• Recognize staff accomplishments that meet divisiongoals.
• Consistently analyze staff performance against position requirements, applicable policies as well as section standards and practices imposing corrective or disciplinary action when required.
• Consistently communicate division and agency decisions and priorities to staff, seeking input andfeedbackwhenever possible.
• Actively seek input from staff, colleagues and subject matter experts during the analysis of solutions that affect staff roles and responsibilities.
• Cultivate a learning environment to expand staff skills and abilities; design and support training and cross training plans, ensuring that WSLCB remains a center of excellence and that there are no single points of failure.
• Foster a culture of continuous process improvement that leverages problem-solving methodologies.
• Serve as ITSD customer representative for assigned services. Ensure that all ticket statuses are up to date and that the division can articulate progress on customer prioritized requests. Receive and distribute customer questions and feedback to the appropriate section manager and/or unit staff when required.
• Serve as the point of escalation for staff and customers to resolve technical problems in areas of expertise.
• Maintain productive relationships with internal customers, vendors and key stakeholders in order to anticipate and meet service expectations.
• Consistently analyze emerging industry and state trends related to infrastructure, data systems management, operational system administration, technical customer support and desktop engineering tools, services, protocols, and standards.
• Coordinate with contracts, procurement, customers and colleagues in the acquisition and maintenance of technologies.
• Ensure that functional and non-functional requirements have been elicited, documented and approved prior to any procurement.

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program - a confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)
• Infants at Work Program to promote parent and infant bonding, parental well-being, and healthy infant development. Depending on your job duties, work location, and supervisor approval, eligible employees who are new mothers, fathers, or legal guardians can bring their infant (six weeks to six months) when they return to work.
• Free parking

Required Qualifications

An Bachelor's Degree or higher in Computer Science or Public Administration.

AND

Seven (7) years or more of progressively responsible full-time experience in an Infrastructure role (full spectrum experience will include any combination of these skills, i.e. Desktop support, Device Management, Network and/or Stetem Admin, Network Engineer) or similar role.

Experience must include Five (5) years of managing a team (direct reports or project based) of technology professionals within a tiered service management support model. Management experience can be gained concurrently along with technical.

AND

Progressive experience and demonstrated ability in:

• Independently and proactively manage technical staff. Demonstrated by at least five (5) years of progressively responsible experience managing compute, storage, network, and/or device management technology professionals.
• Independently and proactively design collaborative tactical and strategic plans, including technology roadmaps, specific to compute, storage, network, device hardware and software management, and data management.
• Independently and proactively construct vendor statements of work for storage and compute (on-prem, hybrid and cloud), network, device management, and/or technology customer support services.
• Independently and proactively analyze, draft, implement and enforce technology policies and standard operating procedures specific to cloud management, network configuration, storage, and device management.
• In technology vendor performance management.
• In developing and enforcing IT service standards and practices including the development of Service Level Agreements for storage, compute, network availability and access, and device management.
• Managing IT Infrastructure projects using recognized project management methodologies such as Waterfall and Agile
• Applying IT security standards. (Windows updates, 3rd party updates, security patches).
• Developing and enforcing infrastructure management standards including standards related to server operations, cloud hosting, and network administration.
• Independently executing workstation hardware and software builds, device refreshes and preforming device maintenance. This includes asset management and disposal.

Preferred/Desired Qualifications

• Working knowledge of Washington's budget development, bill analysis and fiscal note analysis processes.
• Progressive experience in technology contract management

Required Equity Competencies

The ability to take action to learn and grow

This equity competency identifies people who are curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others

This equity competency identifies people who are flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

If you are excited about this role but not sure if your experience aligns perfectly with every qualification in the job description, we encourage you to apply. At the Washington State Liquor and Cannabis Board, we are dedicated to building a diverse and authentic workplace centered in belonging. You may just be the needed candidate for this or other roles.

Other

Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: "No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business."

RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.

The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability. You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email [e-mail] or call [phone]. For TTY service, please call Washington Relay Service at 7-1-1 or 1-800-833-6384.