Job Title

Job Family

Job Code

Job Exempt

Infrastructure Manager

Non_Bargaining

CIS01

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

NB117

Salary

$43.40

$56.28

$69.15

Job Description

Performs professional technical, administrative, and supervisory work for the entire IT infrastructure team. Plans, organizes, and manages infrastructure staff and/or consultants to ensure the stable and secure operations of the City of Orlando’s IT infrastructure. Coordinates and directs the work and training of Systems/Network Administrators and capacity planning. Works with the Chief Information Officer on direction recommendations for all technology platforms. The infrastructure manager will also manage and provide technical and professional guidance to administration team responsible for planning, designing, and testing vendor client/server packages for new software, patches to ensure workstations and servers are in compliance. Work is performed under the general direction of the Chief Information Officer with considerable latitude for individual initiative and judgment and is reviewed during meetings and by observation of results achieved and detailed reports.

Minimum Qualifications:

Bachelor's Degree in Computer Science, MIS, or similar IT-related field and five (5) years of proven experience in IT infrastructure including personal computing, help desk, servers, systems, networks, and printers; or an equivalent combination of closely related education, training, and experience. Supervisory experience managing staff in an IT support environment required. Experience diagnosing and resolving IT-related incidents required. Must pass police background investigation.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Ensures adequate staffing levels are maintained within the Infrastructure team at all times.

Plans, directs and supervises the work of assigned Systems/Networks Administrators.

Plans, directs and supervises the work of Client Services Supervisor

Works with end users and senior management to define technology requirements for computers, systems and other technology platforms.

Ensures jobs assigned to the Infrastructure team group are managed and completed within targets outlined by the SLA.

Plans, acquires, and coordinates installation of in-house and remote hardware and software across the organization’s network.

Manages support personnel engaged in the installation, repairing and maintenance of City-owned telephone and data systems and networks; trains personnel in proper work methods, performance standards and safety requirements; interviews, appraises and disciplinary actions.

Sets procedures and processes in line with standards within the IT Infrastructure environment.

Supervises the personal and technical development of the Infrastructure team, including appraisals and training plans.

Checks and audits work carried out by the Infrastructure team.

Proposes, documents and implements changes to policies or procedures in line with technological advancements.

Works with the strategy, security, and other teams.

Assists in the development, maintenance, implementation and changes to the SLAs.

Acts as a primary point of contact for escalation from an Infrastructure team level in times of major system outages, supplier issues and conflict resolution with customers.

Monitors and identifies any trends or irregular activities on jobs logged with the Infrastructure team group that could relate to potential IT issues and escalate to IT Executive leadership.

Assists in the technical development and enhancement of systems and infrastructure.

Carries out any other duties and tasks that may be required in order for the Infrastructure team to function effectively.

Leads the team that configures, maintains and upgrades infrastructure hardware and software applications.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of computer workstations, systems and technology equipment, configuration, operating system software and industry directions.

Knowledge of technology equipment components, roles, interactions, and system dependencies.

Knowledge of the mechanics and processes for developing end to end provisioning processes to include computer management, images, software deployment, and patching

Knowledge of IT services and broad understanding across a wide field along with record of applying such knowledge successfully in a variety of situations.

Considerable knowledge of information systems principles, practices, methods of the operating characteristics, capabilities, and limitations.

Skilled in monitoring and assessing the performance of team members to make improvements and take corrective action when necessary.

Skilled in leadership and personnel management.

Ability to plan, schedule, coordinate and review the work of Infrastructure team.

Ability to communicate clearly and concisely, orally and in writing.

Ability to establish program goals and objectives that support the strategic plan.

Ability to analyze, organize and prioritize work while meeting multiple deadlines.