Mgr, Information Technology I or II

Agency: Georgia Department of Natural Resources
Environmental Protection Division/ Unit: EPD Information Technology

The Environmental Protection Division is seeking a highly skilled, service-oriented, and collaborative Manager, Information Technology I or II to support the planning, coordination, governance, and operational delivery of technology services across EPD.

This position will serve in a key IT leadership capacity responsible for supporting enterprise infrastructure, steady-state support operations, cloud and database coordination, application modernization, project delivery, vendor accountability, cybersecurity alignment, digital accessibility, records-related technology support, and customer-facing IT services.

The successful candidate must be able to work effectively across technical teams, program leadership, executive stakeholders, vendors, and state technology partners to ensure EPD technology services are stable, secure, responsive, and aligned with agency priorities.

Key Role Responsibilities:

IT Operations and Service Delivery

• Provide leadership and coordination for day-to-day EPD IT operations and support services.
• Support timely resolution of incidents, service requests, escalations, and operational issues.
• Promote a customer-focused IT support model through clear communication, accountability, and follow-through.
• Assist with Zendesk ticket workflows, escalation protocols, service delivery standards, and cross-team coordination.
• Support field offices, district offices, laboratory operations, administrative teams, and EPD program areas with technology needs.
• Ensure recurring operational issues are documented, analyzed, and addressed through practical remediation plans.

Infrastructure, Cloud, and Systems Coordination

• Support infrastructure initiatives involving servers, network services, storage, cloud platforms, monitoring, and endpoint environments.
• Coordinate with state technology partners, GETS vendors, Microsoft, NTTData, and other service providers.
• Assist with Azure-supported systems, SQL Server environments, hybrid infrastructure, Microsoft 365 services, and cloud modernization planning.
• Support operational monitoring, alerting, and observability improvements.
• Coordinate maintenance windows, patching, system restarts, production support activities, and technical escalations.

Project Management and PMO Alignment

• Partner with EPD PMO resources to support technology project intake, planning, execution, governance, and closeout.
• Coordinate across Infrastructure, Applications and Development, DBA resources, vendors, and business stakeholders.
• Assist with executive-level updates, meeting summaries, action-item tracking, risks, issues, decisions, and stakeholder communications.
• Support disciplined change control, project documentation, post-go-live stabilization, and transition-to-operations planning.

Application and Development Support

• Support application modernization, stabilization, defect triage, enhancement requests, and production support.
• Coordinate with business programs, application teams, development partners, DBAs, and vendors.
• Assist with Salesforce/Clariti, JustFOIA, Microsoft 365, reporting, workflow automation, and other enterprise or program-facing platforms.
• Promote clear documentation of requirements, approvals, risks, decisions, and implementation outcomes.

Database and Data Operations Coordination

• Coordinate with DBA resources on database reliability, reporting, data validation, remediation, and production issue resolution.
• Support SQL Server maintenance planning, performance troubleshooting, deployment support, and application data integrity efforts.
• Facilitate collaboration between DBAs, vendors, application teams, and business program owners.

Vendor Governance and Accountability

• Coordinate with vendors and state partners to ensure timely delivery of agreed-upon services.
• Track vendor commitments, deliverables, risks, service gaps, action items, and escalation needs.
• Support vendor meetings, procurement planning, licensing coordination, implementation reviews, and technical discussions.
• Help ensure vendor-supported systems and services meet EPD operational expectations.

Cybersecurity, Identity, Compliance, and Governance Support

• Support identity and access management initiatives, including MFA, SSO, device assurance, and endpoint governance.
• Assist with Intune, Apple Business Manager, mobile device management, Microsoft 365, Cisco Duo, Okta, and related security initiatives.
• Support records-related technology needs, Microsoft eDiscovery, GORA/Open Records support, and legal discovery coordination.
• Assist with ADA Title II digital accessibility readiness for websites, PDFs, documents, and other digital content.
• Promote secure, documented, auditable, and policy-aligned technology practices.

Customer Relationship and Stakeholder Engagement

• Build productive relationships with EPD program leadership, branch chiefs, district offices, Legal, Finance, HR, Communications, Laboratory, and administrative teams.
• Translate technical issues into clear business-focused communication.
• Prepare executive summaries, briefings, meeting notes, action-item reports, and stakeholder updates.
• Promote trust, transparency, professionalism, and responsive service delivery.

Core Competencies

The successful candidate should demonstrate the following competencies:

• Strong leadership, judgment, and cross-functional team coordination.
• Customer-focused service delivery and stakeholder engagement.
• Broad technical understanding of infrastructure, cloud services, databases, endpoint management, identity, Microsoft 365, and application support.
• Strong project coordination, governance, documentation, and follow-through.
• Ability to manage competing priorities, escalations, risks, and operational demands.
• Strong written and verbal communication skills.
• Vendor management and accountability experience.
• Understanding of cybersecurity, compliance, accessibility, records management, and data governance considerations.
• Ability to work with executive leadership, technical teams, business programs, vendors, and state technology partners.
• Commitment to continuous improvement, operational maturity, and mission-aligned technology service delivery.

Preferred Qualifications

Preference may be given to candidates with experience in one or more of the following areas:

• Minimum 5 years of manager-level experience in the public sector, state government, IT operations.
• IT service management, help desk operations, Zendesk, or similar ticketing systems.
• Microsoft 365, Azure, SharePoint, Teams, Exchange, OneDrive, Power Platform, or eDiscovery.
• SQL Server, database coordination, reporting, or data remediation support.
• Intune, mobile device management, Apple Business Manager, endpoint compliance, or device governance.
• Identity and access management, MFA, SSO, Okta, Cisco Duo, Microsoft Entra, or passwordless authentication.
• Salesforce, Clariti, JustFOIA, or other enterprise application platforms.
• Vendor management, procurement support, licensing, contract coordination, or reseller engagement.
• PMO support, project governance, UAT coordination, application implementation, or post-go-live stabilization.
• ADA digital accessibility, WCAG compliance, GORA/Open Records support, legal discovery, or records-related technology support.
• Executive communications, leadership briefings, meeting summaries, and action-item tracking.

Knowledge, Skills, and Abilities

The candidate should possess:

• Knowledge of enterprise IT operations, service delivery, and support models.
• Knowledge of infrastructure, cloud platforms, applications, databases, identity, endpoint management, and cybersecurity fundamentals.
• Knowledge of IT governance, project coordination, change control, and vendor accountability practices.
• Skill in organizing complex work across multiple teams, vendors, and priorities.
• Skill in preparing clear written communications for technical and non-technical audiences.
• Skill in documenting decisions, risks, issues, action items, and operational updates.
• Ability to analyze business needs and align technology services accordingly.
• Ability to manage escalations with professionalism, urgency, and sound judgment.
• Ability to promote accountability, customer service, collaboration, and continuous improvement.
• Ability to maintain confidentiality and appropriately handle sensitive operational, legal, personnel, and technology-related information.

Performance Expectations

The selected candidate will be expected to:

• Strengthen operational visibility and accountability across assigned IT services.
• Improve coordination between EPD IT and EPD program areas.
• Support timely resolution of high-impact technology issues.
• Promote consistent documentation, governance, and follow-through.
• Help mature EPD IT's service delivery, project governance, and vendor management practices.
• Support modernization efforts that improve reliability, security, accessibility, and the overall customer experience.
• Serve as a trusted operational leader within EPD IT.

Associate degree in a related field from an accredited college or university and two (2) years in a managerial or supervisory role; or four (4) years in a managerial or supervisory role.