0000006619.Director - Infrastructure & Operations.Info Tech Services

Summary of Functions: Designs, delivers, and supports the core IT infrastructure and enterprise operational services across all Dallas County departments. Provides strategic direction and oversight for data centers, cloud services, networks, end-user computing, service desk, IT asset management, and 24/7 mission-critical systems. Plays a key role in modernizing legacy systems, improving cybersecurity posture, increasing service resilience, and delivering high-performance, secure, and scalable platforms for County operations. Management Scope: Manages exempt staff. Defines and executes a multi-year infrastructure modernization strategy aligned with County priorities, cybersecurity objectives, and digital transformation goals. Serves as a senior advisor to the CIO on infrastructure, operations, and technical strategy. Leads the transformation from legacy to hybrid or cloud-native environments (IaaS, PaaS, SaaS). Develops strategies to improve availability, scalability, automation, and performance of IT systems. Provides executive oversight for disaster recovery, business continuity, and resiliency planning. Develops and maintains infrastructure and operations roadmaps, ensuring long-term alignment with enterprise architecture. Drives innovation in service delivery and technology enablement across the County’s departments. Translates operational priorities into measurable KPIs and strategic investments. Supports the County’s sustainability and digital inclusion efforts through equitable technology access. Advocates for infrastructure and operations investments to Commissioners Court and County leadership. Directs enterprise-wide IT operations including service delivery, data centers, field support, and mission-critical platforms. Ensures 24/7 monitoring, uptime, and service continuity across all County systems. Implements ITIL-aligned service management practices including incident, change, problem, and asset management. Monitors infrastructure performance, availability, capacity, and lifecycle management. Oversees enterprise patching, systems administration, backups, and system hardening. Leads enterprise initiatives for device lifecycle replacement, mobility, and remote access. Establishes SLAs and enforces vendor performance standards and contract terms. Oversees strategic sourcing, licensing agreements, and vendor negotiations. Improves IT support and help desk responsiveness and customer satisfaction. Leverages automation and AIOps to improve response time, service reliability, and reduce operational overhead. Ensures compliance with security, privacy, procurement, and regulatory requirements. Partners with the Chief Information Security Officer to align infrastructure with cybersecurity policies and incident response strategies. Develops and enforces technical standards for platforms, configurations, and operations. Ensures systems meet business continuity and disaster recovery compliance standards. Maintains audit readiness for operational infrastructure, including risk management and documentation. Aligns infrastructure decisions with enterprise architecture, governance, and funding guidelines. Reviews and approves technical design and deployment strategies for new systems. Serves on governance boards and collaborate on IT policy and procurement reviews. Implements robust asset management and lifecycle tracking practices. Drives operational risk assessments and mitigation strategies. Develops and tracks KPIs for infrastructure performance, availability, reliability, and support. Benchmarks operational efficiency against peer agencies and national standards. Uses monitoring, analytics, and customer feedback to identify areas for improvement. Conducts service health assessments and continuous improvement reviews. Champions DevOps, observability, and automation initiatives to improve service delivery. Maintains operational dashboards for visibility and decision-making at the executive level. Drives cost optimization, energy efficiency, and resource planning across infrastructure platforms. Implements lifecycle management practices to reduce technical debt. Conducts root cause analyses and implement preventative action plans. Aligns continuous improvement efforts with Countywide modernization and efficiency goals. Leads, mentors, and grows a high-performing infrastructure and support team. Defines workforce strategy to align with current and future infrastructure needs. Promotes a culture of collaboration, agility, accountability, and innovation. Builds leadership pipelines, succession plans, and skills development programs. Leads organizational redesign to align with hybrid and cloud-native models. Encourages knowledge sharing and cross-training to increase resilience. Prioritizes diversity, equity, and inclusion in hiring and advancement. Establishes clear goals, performance metrics, and career paths for team members. Recognizes and celebrates achievements in operational excellence and service innovation. Develops field support and service desk teams into trusted partners with frontline departments. Acts as the County’s technical and operational leader for infrastructure, representing IT to internal and external stakeholders. Serves as liaison to Commissioners Court, department heads, and executive leadership for operational matters. Engages with departments to understand evolving service delivery needs and coordinates support. Represents infrastructure in strategic planning, capital budgeting, and interagency initiatives. Builds strong relationships with public safety, courts, health, and justice systems to ensure operational readiness. Coordinates with city, state, and federal partners on emergency operations and infrastructure dependencies. Leads internal communication efforts related to outages, upgrades, and major changes. Fosters trust and transparency through consistent stakeholder reporting and service alignment. Participates in public sector peer forums and represent Dallas County in regional technology collaborations. Drives customer satisfaction by listening, adapting, and continuously improving service. Performs other duties as assigned. Education, Experience and Training: Education and experience equivalent to a Bachelor’s degree from an accredited college or university in Computer Science, Information Technology, Engineering, or job-related field of study. Eight (8) years of progressive IT experience, with 5 years in senior leadership role overseeing large-scale infrastructure, operations, or platform services. Certifications (Preferred) • ITIL v4 Foundation (required); Intermediate or Managing Professional certification is preferred • Cloud certifications such as Microsoft Azure Solutions Architect, AWS Certified Solutions Architect, or Google Cloud Professional Architect • Cisco, VMware, or CompTIA certifications related to networking, virtualization, and endpoint security • Certified Information Systems Security Professional (CISSP) or related security certification is a plus • PMP, Lean Six Sigma, or Agile/DevOps leadership certifications are highly desirable Special Requirements/Knowledge, Skills & Abilities: • Skill in modernizing enterprise infrastructure, including data centers, cloud platforms, end-user computing, and networks, preferably in a public sector, government, or hybrid IT environment • Skill in managing 24/7 mission-critical systems in support of public safety, health, or justice operations • Knowledge of large-scale cloud migration strategies, including hybrid cloud environments, disaster recovery planning, and cloud-native operations (Azure, AWS, or GCP) • Skill in managing enterprise endpoint ecosystems (Windows, macOS, mobile) and field support for distributed and remote locations • Knowledge with ITIL-based service management, including change, incident, asset, and configuration management • Ability to lead cross-functional technical teams, managing large operational budgets ($10M+), and negotiating complex vendor and service contracts • Ability to align infrastructure design with cybersecurity policies, compliance frameworks, and enterprise risk mitigation • Skill in technical expertise in infrastructure strategy, enterprise systems architecture, networking, cloud computing, and server/storage management • Knowledge of resiliency, failover, high availability, and disaster recovery architectures for business continuity • Skill in enterprise tools such as Ivanti, ServiceNow, SolarWinds, SCCM/Intune, Microsoft 365, and endpoint lifecycle management platforms • Ability to lead and mature IT service delivery organizations, build operational KPIs, and implement continuous improvement programs • Knowledge of communication and stakeholder management skills, with the ability to present complex issues to executives, elected officials, and the public • Skill in managing federated IT environments and supporting diverse departmental needs while ensuring centralized governance and control • Skill in driving infrastructure standardization, automation, and scalability across multiple departments and facilities • Knowledge of procurement processes, contract negotiations, and vendor performance management within public sector frameworks • Ability to recruit, mentor, and lead high-performing technical teams with a focus on inclusion, innovation, and operational excellence • Ability to commit to customer service, transparency, and delivering highly available and secure platforms that enable public service operations Must possess a valid Texas Driver’s License and good driving record. Will be required to provide a copy of 10-year driving history. Must maintain a good driving record and remain in compliance with Article II, Subdivision II of Chapter 90 of the Dallas County Code. “Individuals holding or considered for a position which has, or may have, access to criminal justice databases including the FBI Criminal Justice Information Systems, NCIC/TCIC and similar databases, must pass a national fingerprint-based records check prior to placement in such position and may be denied placement in such positions and/or access to such systems. Individuals must also maintain the ability to pass the records check while in the position or until such time that the Commissioners Court and the County Civil Service Commission deem this position no longer has this requirement.” Physical/Environmental Requirements: Occasional travel to County sites, vendor meetings, conferences, and industry events. Ability to work in a fast-paced, evolving technology environment.

Established in 1846, Dallas County is committed to serving the community through innovation, transparency, and efficiency. As the second largest county in Texas, we provide a wide range of services to support the safety, health, and well-being of our residents. From public safety and justice to health services and infrastructure, our team is dedicated to fostering a thriving, inclusive, and resilient community. With a focus on operational excellence and a commitment to continuous improvement, Dallas County works to deliver the highest quality services that enhance the lives of all who live, work, and visit here.