IT Infrastructure Ops Manager (IT Policy & Planning – Senior Manager)

WSLCB Vision
Safe communities for Washington State

Mission
Promote public safety, public health and trust through fair administration and enforcement of liquor, tobacco, cannabis and vapor laws
This recruitment is open until filled. First review of applications will be August 19th, please submit an application on or before August 18th. The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. We encourage all to apply as early as possible.  

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data-driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.  It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network; Veteran Employee Resource Group; Latino Leadership Network, Blacks United in Leadership and Diversity; Disability Inclusion Network; Washington Immigrant Network; Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network; Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

The Washington State Liquor and Cannabis Board (WSLCB) Information Technology Services Division (ITSD) is announcing an exciting opportunity for an IT Infrastructure Ops Manager (IT Policy & Planning – Senior Manager) position in Olympia, WA.  This position reports to the Chief Information Officer (CIO) within the ITSD and collaborates closely with the LEEADS Application Manager, IT Operational Support Manager, Chief Information Security Officer as well as executive, and senior and mid-level business managers within WSLCB. The position serves as the highest-level authority related to policy and process in hosting, network, device management, and service operations services for WSLCB.

The IT Infrastructure & Operations Manager supervises four positions. The unit is responsible for developing and maintaining enterprise-wide technology standards that drive the achievement of the agency’s mission, goals, and purpose.

The position serves as the highest-level authority related to policy and process in IT Infrastructure & Operations management. The IT Infrastructure & Operations Manager plans, directs and coordinates enterprise operational technology services to ensure the stable delivery of the agency’s IT resources. This position is responsible for managing, directing, and administering all activities related to enterprise hybrid cloud infrastructure, data center operations, storage platforms, server and systems platforms, and infrastructure reliability services and Device Management.

The position relies on expert technology policy development, contract management, vendor management and personnel management skills. Proven advanced organizational leadership skills, including communication, problem-solving and knowledge of industry best practices, are used to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

If you are passionate about aligning technology investments with organizational value and thrive in roles that blend analysis, process improvement, and collaboration, we encourage you to apply for this postion and to be a part of the WLSCB team!

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis – all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program – a confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarters Building in Olympia)
• Infants at Work Program to promote parent and infant bonding, parental well-being, and healthy infant development. Depending on your job duties, work location, and supervisor approval, eligible employees who are new mothers, fathers, or legal guardians can bring their infant (six weeks to six months) when they return to work.
• Free parking

• Provide direct supervision of infrastructure and device management position objectives and expectations.
• Establish short-term objective sand long-term strategic and technical roadmap; engage staff in collaborative review and finalization of long-term objectives whenever possible.
• Evaluate position descriptions, staff expectations and evaluations on a minimum of a semi-annual basis with supervised personnel.
• Effectively mentor, train, coach, counsel, and motivate staff to achieve consistently high performance.
• Analyze project workload constraints across multiple project initiatives to determine staffing plan, resource constraints and/or resource availability.
• Consistently communicate division and agency decisions and priorities to staff, seeking input and feedback whenever possible.
• Consistently analyze staff performance against position requirements, applicable policies as well as section standards and practices imposing corrective or disciplinary action when required.
• Cultivate a learning environment to expand staff skills and abilities; design and support training and cross training plans, ensuring that WSLCB remains a center of excellence and that there are no single points of failure.
• Ensure life cycle management standards are designed, documented, communicated and updated on a regular basis.
• Define operational procedures to best support the agency’s technical needs while remaining aligned with agency’s strategic plan.
• Utilize subject matter expertise and advanced research skills to conduct documented cost, benefit and risk analysis for proposed projects, modifications, acquisitions, policies and/or legislation in a timely manner.
• Develop, update, monitor, communicate and enforce agency security, data management, application management, IT investment and other operational policies and procedures.
• Coordinate efforts to provide technology solutions using best practices, principles of enterprise architecture and applicable industry standards.
• Prepare budget proposals and operational expenditure statements. Research solutions by utilizing available resources such as other state agencies, vendor whitepapers, or companies that analyze these to make a recommendation with the fiscal request.
• Support requirements-based design by ensuring that end-user and stakeholder business, functional and technical requirements drive builds and configurations.
• Serve as ITSD customer representative for assigned services. Ensure that all ticket statuses are up to date and that the division can articulate progress on customer prioritized requests. Receive and distribute customer questions and feedback to the appropriate section manager and/or unit staff when required.
• Collaborate with stakeholders to identify business needs and define systems requirements for new or modified technology solutions.
• Ensure that functional and non-functional requirements have been elicited, documented and approved prior to any procurement.
• Develop requirements to inform statements of work, assisting in the development of procurement documents and analyzing submitted vendor proposals.
• Promote cost optimization measures and monitoring to effectively manage assigned contracts. Actively monitor assigned contracts, ensuring that adequate time is given to analyze the need to continue contracts or to replace existing contracted services with new solutions.

Comparable combination of education and experience.

An Bachelor’s Degree in Computer Science, Public Administration or related field.

AND

Seven (7) years of proven experience in an Infrastructure role or similar role including Five (5) years managing a team of technology professionals within a tiered service management support model.

AND

Working level knowledge and progressive experience in: 

• Independently and proactively manage technical staff. Demonstrated by at least five (5) years of consecutive experience managing compute, storage, network, and/or device management technology professionals.
• Independently and proactively design collaborative tactical and strategic plans, including technology roadmaps, specific to compute, storage, network, device hardware and software management, and data management.
• Independently and proactively construct vendor statements of work for storage and compute (on-prem, hybrid and cloud), network, device management, and/or technology customer support services.
• Independently and proactively analyze, draft, implement and enforce technology policies and standard operating procedures specific to cloud management, network configuration, storage, and device management.
• In technology contract and vendor management.
• In developing and enforcing IT customer service standards and practices including the development of Service Level Agreements for storage, compute, network availability and access, and device management.
• Managing IT projects using recognized methodologies such as PMI.
• Applying IT security standards.
• Developing and enforcing infrastructure management standards including standards related to server operations, cloud hosting, and network administration.
• Independently executing workstation hardware and software implementation and maintenance standards.

Preferred/Desired Qualifications: 

• Working knowledge of Washington’s budget development, bill analysis and fiscal note analysis processes.

Required Equity Competencies:

The ability to take action to learn and grow

This equity competency identifies people who are curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others 

This equity competency identifies people who are flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Competencies:

• Accountability: Accept personal responsibility for the quality and timeliness necessary to achieve excellent results. With little oversight; develop innovative solutions to a variety of issues. Make timely decisions although faced with limited data or resources. Accept own role when expectations are not met and respond quickly to resolve issues with others.

• Build and Maintain Relationships: Earn the trust, respect, and confidence of coworkers and customers through consistent honesty and professionalism in all interactions. Build and maintain working relationships characterized by mutual acceptance and cooperation. Contribute to an environment that honors diversity, and uses diverse perspectives to meet the agency’s mission and goals.

• Effective Communications, General: Convey clear, timely, persuasive messages that positively influence the thoughts and actions of others. Effectively express ideas and information through the written and spoken word using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the reader or audience (“plain talk”). Keeps supervisor and co-workers informed while sharing complete and accurate information with others to include staff and people outside the organization. Practices active listening by concentrating on person or caller; listens without interrupting; and asks questions to clarify and verify information.

• Effective Communications, Writing Skills: Composes clear, straightforward, and technically correct documents. Proofreads and edits information to improve clarity, organization, content, and correcting errors in grammar, punctuation, and spelling. Independently compose written responses to emails and letters from customers answering questions, providing information, and/or explaining decisions made regarding eligibility for services or compliance with rules. Extract and compile data to prepare narrative, statistical or other reports for review, analysis, documentation, etc. (e.g., financial, payroll, labor distribution, purchasing, inventory, registration, patient or student information).

• LEAN: Actively pursue opportunities for problem solving and continuous process improvement, participate in team huddles, and promote program priorities and results.

• Serving Customers: Build and maintain internal and external customer satisfaction with the products and services offered by the Liquor Control Board, develop innovative ideas that provide solutions to our customers’ challenges.

• Safety: Understand and follow agency safety policies and other standards established to maintain a safe work environment. Carefully organize your personal workspace to minimize the likelihood of accidents. Report all injuries, accidents or hazards to your supervisor immediately.

• Adaptability: Demonstrates flexibility in the face of change. Projects a positive demeanor regardless of changes in working conditions. Shows the ability to manage multiple conflicting priorities without loss of composure.

• Administration and Management: Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

• Analysis: Use data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions, and make decisions.

• Computers and Electronics: Knowledge of electronic equipment, computer hardware and software, including applications, programming and databases. Demonstrates advanced proficiency by quickly adapting to new technology and easily acquiring new technical skills.

• Consulting: Employ expertise, credibility, and effective partnering to help clients identify, evaluate, and resolve complex or sensitive issues, problems, and service needs.

• Judgment: Exhibits sound judgment and the ability to make reasonable decisions in the absence of direction. Swiftly refers problems/issues to the appropriate person(s) when necessary. Works effectively without constant and direct supervision or guidance.

• Performance Leadership: Focuses on the result of the work performed and the outcome of our total effort on those we serve; Anticipates problems; develops contingency plan; Leads from the front – is visible; Builds collaborative relationships with customers and employees; Effectively sets priorities; Tends to today’s operations while investing and planning for the future; Develops and maintains a knowledge base, including a deep understanding of WSLCB programs, authorities, and resources; Treats the people and the program as special resources that must be safeguarded and nurtured.

• Personnel Management: Assesses current and future staffing needs based on organizational goals and budget realities. Using merit principles, ensures staff are appropriately selected, developed, utilized, appraised, and rewarded; takes corrective/disciplinary action when necessary.

• Program Management: Effectively direct and integrate all aspects of a project or program, ensuring that work progresses toward achieving goals and objectives.

• Research Skills: gather information: Can create data gathering processes; can propose/formulate new processes; able to design new organizational systems; can validate appropriateness of data/information; can logically defend outcomes/results; can analyze and evaluate the accuracy of data; can integrate multiple items of data; contrasts conflicting data; can identify and organize documents and information in ways that make it useful for subsequent applications.

• Stress Tolerance: Effectively handle highly stressful or adverse situations, making good decisions, working calmly and accurately, and helping to calm others.

• Tact & Diplomacy: Respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers.
• Workload Management: Effectively organize multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on time.

If you are excited about this role but not sure if your experience aligns perfectly with every qualification in the job description, we encourage you to apply. At the Washington State Liquor and Cannabis Board, we are dedicated to building a diverse and authentic workplace centered in belonging. You may just be the needed candidate for this or other roles.

IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:

1. Completed online application.
2. Current Resume.
3. Letter of Interest describing how you meet the specific qualifications for the position.
4. Three professional references to include a current or recent supervisor with email addresses and phone numbers.

The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability.  You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email hrjobs@lcb.wa.gov or call (360) 664.1674. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.