Chief IT Operations Officer

Full Job Description

This position is open only to Internal King County employees and eligible Priority Placement participants. Only current King County employees and eligible Priority Placement participants will be considered.

King County’s Department of Information Technology (KCIT) seeks a collaborative, detail-oriented Chief IT Operations Officer (COO) to join its executive leadership team.

The IT COO will provide operational and strategic leadership, overseeing all operations functions in Regional Services, Business Advisory Services, Product Management and Analysis and Customer Support Services, as well as other King County’s enterprise-wide information technology systems.

This role is responsible for KCIT IT operations and project management along regional services operations across the enterprise and with regional partners.

King County Department of Information Technology (KCIT)

King County is driving to become the best run government in the country. For King County Information Technology (KCIT) that means innovating and iterating on how we deliver high quality services and solutions to our customers.

KCIT uses the power of technology to digitally transform King County.

Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders.

As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration.

KCIT has a focus on delivering smart technology solutions that support customers, building stronger communities through innovation.

KCIT is providing the building blocks for many of the region's most critical services.

As the business solutions partner, we collaborate with the 18-County departments to develop products and services that better serve the needs of our customers and our community.

To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx

Position overview:

The IT COO is responsible for overseeing the strategic and tactical operations of the organization’s service and operational teams.

This role ensures the efficient delivery of services, drives operational excellence, and aligns departmental goals with the organization's overall strategy.

You will combine a strategic mindset with a hands-on approach to improving processes, enhancing customer satisfaction, and achieving performance targets.

The COO is responsible for overseeing IT operations, managing technology strategies within IT operations, and ensuring the successful implementation of technology initiatives within an organization.

You will provide executive leadership, overall direction, and strategic vision for IT Operations that enable the agency to achieve its goals and objectives.

IT Operations includes providing leadership in planning and managing computer operations and production support, systems administration, telephony services, end user support, remote teleworking, customer and regional services.

Requirements

This role provides executive-level strategic leadership and direction in key areas of technology administration with countywide, statewide, and/or national impact

Leadership and Strategy: Support the Chief Information Officer (CIO) in shaping and executing IT strategies that advance the organization’s goals.

Provide leadership across key areas of technology administration, including budgeting, resource planning, and policy development.

Partner with leadership to define the operational roadmap and set strategic priorities.

Operational Oversight: Ensure the effective management of IT operations, including customer and regional service delivery. Develop and implement best practices for IT service management and King County systems. Lead technology equipment deployment and asset management.

Business Partner Engagement: Collaborate with department heads and external vendors to identify technology needs and ensure effective service delivery. Communicate technical information to non-technical partners to promote understanding of IT services.

Technology Support Services (TSS): Provide leadership and direction to Customer Support Services (service center, customer care, Provisioning, workstation design), Modern Workplace (enterprise communications and collaboration), and IT Service Management (change/release management, problem management) teams within the TSS organization.

TSS supports 12,000 computers, handles 87,500 help tickets per year, and provides telephony and tooling support and license management for 18,000 users across all King County agencies and departments.

Business Advisory Services: Lead the Project Management Office (PMO), business analysis, and change management functions.

Direct the planning and delivery of technology projects to ensure alignment with organizational needs and completion within established timelines and budgets.

Contribute to governance oversight and manage the project portfolio to support strategic objectives.

Regional Services: Oversee operations for regional services including: E911 platform that processes more than 1.8 million calls annually; King County Institutional Network (I-Net) which includes approximately 3,000 miles of fiber connectivity to the public; education and government customers across King County; Radio Communications Services (RCS) which is a county-designated essential service responsible for providing Public Safety Radio Subscriber support to county agencies and numerous external organizations and the Office of Cable Communications (OCC).

Team Management: Manage and mentor IT staff, fostering a culture of continuous improvement and professional development. Establish performance requirements and provide coaching for performance improvement.

Technology Evaluation: Analyze emerging technological trends and advancements to inform long-term planning and decision-making. Evaluate current and anticipated information systems and technology requirements.

Qualifications

Minimum Qualifications:

• Bachelor’s degree in business administration, operations management, or a related field; OR any combination of education and experience that clearly demonstrates the ability to perform the duties of the position.
• Proven experience (10+ years) in IT service and operational management roles.
• Strong understanding of operational frameworks, process optimization, and performance management.
• Demonstrated ability to lead cross-functional teams and drive organizational change.
• Proficiency in using data analytics tools and systems to inform decision-making.
• Experience managing budgets and financial performance.

Additional qualifications that will be helpful in this role:

• Professional certifications in operations or service management (e.g., ITIL, PMP, Lean Six Sigma) are advantageous.
• Strategic thinker with a result-driven approach to problem-solving.
• Strong leadership and interpersonal skills, capable of motivating and developing teams.
• Exceptional organizational and multitasking abilities to manage competing priorities.
• Excellent communication and collaboration skills for engaging with stakeholders at all levels.
• Adaptability and resilience in a fast-paced, dynamic environment.

Additional Information

Hybrid Work

KCIT works in a hybrid model, with 3-5 days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The primary onsite location is the Chinook Building 401 5th Avenue Seattle, Washington.

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely.

The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.

Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Work Schedule
The normal work week for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. This position is FLSA Exempt and is not eligible for overtime pay.

Are you ready to APPLY?
This position is open to internal King County employees and eligible Priority Placement participants only.

Required Application Materials:

1. Please click the apply button to complete an online applicant profile and attach your resume including all relevant experience, AND
2. A Cover letter no longer than two pages summarizing how you meet the required experience, qualifications, and knowledge listed above.

For more information, please contact Jamie Robinson at jamie.robinson@kingcounty.gov

Classification: Chief IT Operations Officer - 127801

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Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

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