The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, theMove IllinoisProgram, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.
The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.
Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.
In support of this mission, the Deputy Chief of IT Support and Operations is responsible for overseeing and directing all facets of support and operations of the computing environment on the Corporate Tollway Network.
Essential Job Functions
The Deputy Chief of IT Support and Operations is responsible for all computer room facilities and data closets across the system, directing the computer and NOC operations staff and all help desk resourceswithin the IT department and managing recovery efforts for system issues taking place within the Tollway or at outside firms affecting the Tollway systems.
This is managerial work directing the activities of multiple technical and operational staffs. Work is performed with considerable independent judgement, discretion, and initiative to ensure coordination, policy creation and adherence, process and procedure development, productivity improvement, and quality control. The Deputy Chief of IT Support and Operations will also be responsible to ensure that the confidentiality of system information is maintained.
Responsible for providing senior leadership to the Tollway, including being conversant with the future strategy and direction of computer room environmental systems, NMS and help desk systems understanding how that direction will impact the enterprise, and how future and current systems can be leveraged for benefit of the enterprise.
Challenged to maintain a high level of support and availability on Tollway computing systems while anticipating future requirements, trends, and changes to assure current and future satisfaction of customer service levels and business requirements are met. They are also responsible supporting measures that ensure system securities and confidentiality.
This position is responsible for directing the support architecture, design, engineering, and integration of systems, that form the basis of the Tollway’s monitoring and support systems. The incumbent directs the operations and support teams responsible for monitoring, diagnosing, tracking and solving systems issues.
Provide a leadership role in the design and implementation of operations and support policies and procedures, directing, motivating subordinates and empowering them to successfully perform their responsibilities while encouraging innovation.
Direct, manage and coordinate all operations and support activities to ensure integration of systems and sharing of data. In conjunction, they will establish priorities for the implementation of the ServiceNow platform and information technologies support systems. Inherent to the incumbent's position is the management of all phases of design, new technology integration, and technical capabilities to the Tollway's network systems, as they relate to monitoring and supporting these technologies.
Assist with the development of RFI’s, RFP’s, and criteria of evaluation for vendor proposals, products, and services.
Ability to supervise multiple technical staffs simultaneously, while managing risks. Provides support to business units and external groups in the delivery and use of enterprise systems. Develops and manages effective working relationships with other departments, groups and personnel, with whom work must be coordinated and interfaced.
Responsible for reporting on and meeting all service level agreements (SLAs) for the support staff and systems.Manages the development and maintenance of documentation related to all systems facilities and services including Computer Room mechanical systems, systems/network schematics as well as low voltage wire plant schematics.
BS or BA degree in Computer Science or equivalent field or equivalent work experience managing an Enterprise level IT Operations and Support organization.
Skills and Experience (Required)
The position requires a minimum of 7 years’ experience managing an Enterprise level IT Operations and Support organization.
The flexibility to deal with people at a variety of levels; internally – Tollway staff, Board of Directors, Finance staff other Senior Executive staff; and externally – auditors, contractors, vendors, employer groups, academic organizations, and industry associations. External contacts occasioned by the incumbent include dialogue with IDOT, CMS, the F.B.I., A.T.F., Armed Forces, and other national, state and local agencies concerned with safety and security of the public, as deemed appropriate and pertinent for integration into the Tollway's communication system.
Strong knowledge of contracting, negotiating, organization development/change management, strategic planning, action planning and supervision are required for successful performance. Very strong conceptual, analytical, planning, budgeting, project management, judgement and communication abilities are critical. The individual should demonstrate initiative, exercise good judgement, and have the ability to achieve results through others.
The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, gender or gender orientation.