This position is located in the Office of Unified Communications (OUC), Information Technology Division. The mission of the Office of Unified Communications (OUC) is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia. This service is performed by a team that handles emergency and non-emergency calls that are received when individuals dial 911 and 311 in Washington, DC. OUC also provides centralized, District-wide coordination and management of public safety voice radio technology and other public safety communication systems and resources to District government agencies and several local, state, and federal partners. The incumbent in this role is responsible for maintaining a secure, reliable, and efficient enterprise environment in support of the district’s mission-critical 911 and 311 operations. The IT Systems Manager directs the administration of OUC’s server infrastructure, applies networking best practices to optimize system performance and security, and leads patch deployment for servers and endpoints, ensuring timely updates that comply with cybersecurity compliance standards.
Duties and Responsibilities
Manages the enterprise IT systems that support 911 and 311 operations, ensuring all systems remain secure, reliable, and compliant with District and federal standards. Provides support for the agency’s 311 Customer Relationship Management (CRM)platform. Directs the deployment and maintenance of servers, storage, networking, endpoints, and other IT assets, and resolves issues that may impact system availability. Manages the enterprise IT systems supporting 911 and 311 operations, ensuring systems remain secure, reliable, and compliant with District and federal standards. Directs the deployment, monitoring and maintenance of servers, storage, networking, endpoints, and other IT assets, and resolves issues that may impact system availability. Manages the patch and update management across servers, endpoints, applications, and 911 and 311 systems to maintain security and operational stability. Leads vulnerability remediation efforts to address identified risks and ensure timely mitigation. Implements, monitors, and tests backup solutions to ensure reliable data recovery across all OUC IT infrastructure systems. Establishes and enforces procedures to strengthen the agency’s cybersecurity posture and minimize operational risks, working closely with the District’s IT security team. Ensures rapid response to outages and system failures to minimize downtime. Manages the administration of virtualized server infrastructures and the configuration of networks, including VLANS, subnets, and routing, security, to optimize system performance, resiliency, and scalability. Reviews technical documentation to ensure accuracy and compliance with agency standards.
Supervises, plans, organizes, directs, and coordinates assigned IT staff to carry out systems management and administrative functions. Provides clear direction on work priorities, monitors assignments, evaluates staff performance, and identifies training and developmental needs. Ensures policies and procedures are consistently applied to maintain accountability and high standards of performance. Develops and maintains standard operating procedures, system documentation and technical training materials for 911 and 311 systems. Follows the District IT policy and regulations for change management by scheduling, coordinating and leading the implementation of system related changes. Documents and tracks the resolution of all system problems. Collaborate with executive leadership and public safety stakeholders to ensure IT systems align with organizational goals. Develops and delivers technical reports, performance analyses, and strategic recommendations that guide decision-making and support mission-critical emergency communications services. Oversees budgeting and planning for IT infrastructure, software licensing, system maintenance, and capital improvement projects.
Qualification and Education
Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.
OR
Individuals must have IT-related experience demonstrating each of the four competencies listed below:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. Customer Service - Works with clients and customers.
3. Oral Communication - Expresses information to individuals or groups effectively.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information.
AND
Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must be equivalent to the next lower grade in the normal line of progression.
Licensure and Certifications
The incumbent must possess and maintain a valid driver’s license during employment to travel throughout the district in support of the agency’s operational needs.
Other Significant Facts
Tour of Duty: Various Shifts
Pay, Plan, Series & Grade: MSS-2210-14
Promotion Potential: None
Duration of Appointment: Management Supervisory Service (at-will)
Collective Bargaining Unit: This position is not in the collective bargaining unit
Position Designation: This position has been designated as Security Sensitive; therefore, the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations. Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations and mandatory drug and alcohol testing, as applicable.
Residency Preference: When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.
Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.
Position Designation: The incumbent in this position is designated as an Essential employee. The incumbent will be required to work or stay at work during times of declared emergencies or any other time as designated by the Mayor or his/her designee.
EEO Statement: The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.
