IT LEAD - INFRASTRUCTURE

Full Job Description

Applications accepted from: All Persons Interested

Service Line /Section: HPW- IT / Infrastructure
Reporting Location: 611 Walker
Workdays & Hours: M - F, 8 am - 5 pm * Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The purpose of this position is to lead daily Data Center operations, managing a team to resolve server, storage, cloud operations issues via ticketing systems, phone, and chat, while setting KPIs, coaching staff, handling escalations, ensuring SLA compliance, improving processes (like root cause analysis), coordinating with other IT teams, and bridging communication between users/staff and senior management, focusing heavily on team development and high-quality service delivery.

RESPONSIBILITIES:
MANAGEMENT: Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, mentoring, and disciplining team members; developing, coordinating and enforcing systems, policies, procedures, and productivity standards. Maintains high performing staff by recruiting, selecting, orienting, and training team members; maintaining a safe, secure, and discrimination-free work environment; developing personal growth opportunities. Establishes strategic goals that support organizational objectives by gathering pertinent business, finance, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.

OPERATIONS: Implements service improvements by evaluating trends; anticipating requirements and leading multidisciplinary projects or initiatives; assessing current situation; and using expert knowledge of infrastructure systems and services, best practices and technology.

Keeps users informed by preparing performance reports, communicating system status. Determine inefficiencies by conducting periodic audits.

Proactively identifies, defines and solves the most complex problems that impact the management and direction of the Data Center operations by using technical expertise and influence.

Enhance operational results by identifying information system technologies and developing strategies in planning, tracking, cost management, and technology.

Accomplishes financial objectives by forecasting requirements, preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Safeguards assets by planning and implementing disaster recovery and back-up procedures and information security and control structures.

CUSTOMER SERVICE: Maintains customer service standards by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Completes customer service operational requirements by scheduling and assigning team members, following up on work results.

Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system requirements.

Assess customer satisfaction with services by designing an implementing satisfaction surveys, analyzing and interpreting results

WORKING CONDITIONS
The position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions.

This is a Houston Public Works position at the Tier III Level.

Requirements

EDUCATIONAL REQUIREMENTS
Requires a bachelor's degree in computer science, Management and Information Systems (MIS) or a closely related field.

Information systems-specific technical certifications may be substituted for 1 year of either the education or the experience requirement, as applicable.

Related professional Information Systems experience may be substituted for the education requirement on a year-for-year basis.

EXPERIENCE REQUIREMENTS
At least six (6) years of technology experience supporting IT infrastructure including networks, security, and hardware. System-specific technical certifications will often be required. System specific technical certifications may be considered for substitution for 1 year of experience.

A Master’s degree in Computer Science, Management and Information Systems (MIS) or a closely related field may be substituted for two years of the experience requirement.

LICENSE REQUIREMENTS
None

Qualifications

Cloud-First Preferred Skills & Practices

Experience designing hybrid landing zones and executing phased migrations to Azure/AWS/GCP

Familiarity with well-architected frameworks, resilience patterns, and DR across cloud/on-prem

Data protection & DR Backup strategies (e.g., **Veeam**, native cloud backups), cross-region replication, RPO/RTO planning, tabletop exercises, and runbook.

**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

Additional Information

SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment test.

SAFETY IMPACT POSITION: Yes
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

PAY GRADE 30

APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-6020.

If you need special services or accommodations 832-393- 6020 (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.