Performs professional information technology (IT) duties supporting the planning, administration, and oversight of programs and activities of the City’s IT Infrastructure Services Division, including supervising technical staff who maintain the City's computer infrastructure and support end-users.

• Provides management support for the IT Infrastructure Services Division, overseeing end-user devices, networks, servers, workstations, back-up/storage, security, connectivity, e-mail, and applications.
• Assists in developing and implementing division short and long-term goals, objectives, policies, procedures, strategies, and priorities.
• Assists in overseeing division operations, workflow, projects, and programs.
• Supports the design, implementation, configuration, operation, and maintenance of the City’s network infrastructure.
• Collaborates with City staff on IT infrastructure, architecture, systems, networks, software, and training.
• Evaluates service delivery efficiency.
• Identifies and implements system improvements.
• Assists in developing and implementing IT standards and manages change control processes.
• Monitors help desk ticketing system to ensure timely issue resolution.
• Selects, trains, supervises, motivates, and evaluates assigned staff; establishes performance standards; and assists in managing performance and disciplinary actions.
• Ensures data security and disaster preparedness.
• Assists in managing system maintenance and contracts, including request for proposal development and vendor selection.
• Conducts systems analysis, special projects, testing, and quality control to optimize IT infrastructure.
• Stays informed of IT trends and best practices.
• Participates in committees and represents the division at meetings and trainings.
• Assists in the development and administration of the division budget.
• Ensures record management complies with laws and internal policies and procedures.
• Prepares reports, correspondence, and other documents.
• Provides complex staff support to management.
• May assist in managing major citywide projects.
• Performs other duties as assigned.

Minimum qualifications may be met via an equivalent combination of experience and education sufficient to perform the essential job functions. Experience and education must provide the listed knowledge, skills, and abilities.

EXPERIENCE AND EDUCATION

Experience: Four (4) years of progressively responsible experience managing an IT infrastructure in a medium to large-organization, including at least one (1) year in a supervisor or lead capacity.

Education: Bachelor’s degree from an accredited college or university with major course work in computer science, public administration, business administration, or related field.

Special Requirements:

• Possession and retention of a valid driver’s license, or alternative transportation that reasonably meets operational needs, is a condition of continued employment.
• Must be willing and able to work evenings, nights, weekends, and holidays for special events or emergencies.

Highly Desirable:

• Municipal or government work experience.
• Project management or contract administration experience.
• Microsoft Certified Systems Engineer (MCSE) certification.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• IT hardware, software, telecommunications, network systems, and business applications, including development, administration, testing, and maintenance.
• Installation, configuration, administration, and support of IT infrastructures.
• Security best practices: data security, cryptography, antivirus, and end-user protection.
• E-mail, Voice over IP (VoIP), mobility, and remote access systems.
• Pertinent federal, state, and local public sector laws, codes, and regulations.
• Public administration, office management, and budget administration.
• IT data management, recordkeeping, and safekeeping.
• IT help desk management and service delivery optimization.
• Project and program management, development, and administration.
• Contract development, administration, and management.
• Principles of supervision, leadership, training, and performance management.
• Research methods, mathematical calculations, and statistical analysis.
• Word processing methods and techniques.
• Proper English usage, grammar, and punctuation.
• Technical writing, documentation, and training material development.
• Computer hardware, software, and network troubleshooting.

Skill in:

• Using business software, including Microsoft Word, Excel, Outlook, and PowerPoint.
• Operating modern office equipment.

Ability to:

• Assist in overseeing daily IT infrastructure operations, help desk, and support services.
• Understand and follow citywide policies and procedures, and applicable regulations.
• Interpret and apply complex technical and regulatory requirements.
• Develop, implement, and evaluate programs, policies, and procedures.
• Analyze complex data and issues, research solutions, and make sound recommendations.
• Select, supervise, train, and evaluate staff.
• Manage contracts, budgets, and procurement processes.
• Develop and deliver user training programs.
• Communicate clearly, both orally and in writing.
• Exercise appropriate independent judgment.
• Prioritize multiple projects to meet deadlines.
• Adapt to changing priorities and manage organizational change.
• Maintain data confidentiality.
• Prepare and maintain a variety of reports and records.
• Establish and maintain effective working relationships with City employees, the public, vendors, contractors, and those contacted in the course of work.

All applicants are required to complete and submit a City application form online and answer the supplemental questionnaire. Resumes or faxed copies will not be accepted in lieu of the City online application. Stating "See Resume" is not an acceptable substitute for a completed application. To apply, click on the "Apply" link located at the top of this page. New users must create an account first. Click on this link for instructions on how to set up your account and apply for the first time: Online Employment Application Guide.

Applications will be reviewed by the Human Resources Department. Those applicants possessing the most pertinent qualifications will be invited to continue in the selection process, which will include:

Oral Interview Examination (Tentatively scheduled for July 30, 2025): (Weight of 100%) will evaluate the candidates' experience, training, education, and abilities in relation to those factors which are essential for successful performance on the job. Candidates need a minimum passing score in order to be placed on the eligible list.

The City of Santa Ana is an equal opportunity employer. If you consider yourself a person with a disability, you may contact us regarding providing reasonable accommodation.