Assistant Director of IT, Enterprise Services

NORTH TEXAS TOLLWAY AUTHORITY

Summary

The Assistant Director of Information Technology, Enterprise Services reports to the Director of Information Technology and provides leadership and oversight for multiple Information Technology (IT) groups within the NTTA, including Enterprise Applications, IT Project Management Office (PMO), Service Desk, and Endpoint management.

The Assistant Director ensures the effective planning, execution, and delivery of IT services and projects, aligning with the NTTA's strategic goals. This position assists the Director of Information Technology in managing staff, consultants, and vendors responsible for the reliable delivery of services, including new systems and services to internal and external customers while remaining on schedule and within budget with a high level of customer satisfaction.

The Assistant Director ensures standard processes and procedures are maintained to ensure adherence to Software Development Lifecycle (SDLC), release management, application support, availability, security, and compliance best practices. This position is also responsible for oversight and compliance with contracts and licensing for all applications and systems within their purview and the vendors that support these applications and systems. The Assistant Director will help in the assessment of bids, proposals, and the evaluation of products by researching multiple products in markets in terms of cost, features, and product specifications. Additionally, this position is responsible for planning and monitoring the Capital and the Operating budget for all such applications.

The Assistant Director frequently interfaces with executive level staff, the NTTA Board of Directors, and with peers at peer agencies and partners, and may serve on industry committees on behalf of NTTA. The Assistant Director also works closely with other department leaders to set the strategic direction for future projects and enhancements, aligning technologies in both the information technology and tolling industries.

• Pay Range: $129,203 - $170,003 - $229,505***
• Retention Bonus: $1500***
  
  

Key Responsibilities

Enterprise Applications:

• Champion customer relationship management, business unit/employee engagement, and provide strategic direction and leadership for the Business Applications teams.
• Drive technology initiatives with NTTA's business goals and the evolving landscape of the tolling industry.
• Manage the planning, development, testing, deployment, maintenance, and optimization of enterprise applications following the Application Lifecycle Management approach.
• Coordinate across departments, facilitate communication and coordination between IT teams and various business departments to ensure cohesive application management.
• Implement best practices to maintain the robustness, security, and feature-rich nature of applications throughout their lifecycle.
• Champion innovation and the adoption of modern technologies, including cloud solutions, automation strategies, efficient resource utilization, and adaptable architectures.
• Establish and enforce the best practices for all business applications and services, including planning, deployment, and management.
• Support multiple enterprise applications including Workday, ServiceNow, Toll Revenue Information Processing System (toll revenue back office), advanced asset management, advanced traffic management, Microsoft Office 365 E5 and several others.
  
  

IT Project Management Office

• Oversee the IT PMO to ensure projects are delivered on time, within scope, and meet expectations.
• Implement and maintain project management methodologies and best practices.
• Ensure effective communication and coordination between project stakeholders.
  
  

Service Desk Management

• Ensure the Service Desk provides high-quality support and resolves issues promptly.
• Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs).
• Continuously improve service desk processes and customer satisfaction.
  
  

Endpoint Management

• Oversee the management and maintenance of endpoint devices, including desktops, laptops, and mobile devices.
• Maintain endpoint security and compliance.
• Implement and manage endpoint management tools and technologies.
  
  

Budget And Resource Management

• Develop and manage annual budgets for the Enterprise Applications, IT PMO, Service Desk, and Endpoint Management.
• Assists the Director of IT in the development of the 5-year IT capital plan.
• Allocate resources effectively to meet project and service delivery goals.
• Monitor and report on financial performance and resource utilization.
• Monitors expenditures against the budget and works closely with staff to ensure funds are available to meet the needs of the IT department.
• Meets annually with stakeholders in all other departments to ensure their needs are incorporated into the budget and the capital plan
  
  

General Responsibilities

• Leads and mentors staff and partners in building strong, high-performance, collaborative, and cohesive teams by directing staff to meet strategic objectives through proper personnel management, setting clear departmental expectations, actively managing and measuring performance, monitoring tasks and goals, and providing mentoring, coaching, and professional development.
• Sets the standard for implementation of processes and procedures that reinforce industry best practices to include support and maintenance of both commercial-off-the-shelf (COTS) and custom-developed applications.
• Identifies, utilizes and implements information technology tools and solutions that enable more productive, efficient, and valuable use of resources and information.
• Ensures compliance with all applicable regulatory guidelines, contracts, and other agreements impacting the Business Applications team. This includes PCI compliance, software licensing agreements, Interlocal Agreements, and Tolling Service Agreements.
• Analyzes IT business processes, serving as a point of contact for the business to recommend business process improvements utilizing technology solutions. (Frequently translates between end users and technical staff).
• Represents the NTTA on industry committees.
  
  

Qualifications

Minimum:

• Bachelor’s degree in computer science, information technology, business administration, engineering, or related field.
• At least seven (7) years of management experience in information technology, with a focus on Application management, project management, service desk, and endpoint management.
• Proven organizational management, supervisory, coaching, and people management skills.
• Proven ability to manage multiple projects and priorities simultaneously.
• Ability to communicate effectively, both orally and in writing, with people inside and outside the organization, including senior leadership as well as the Board of Directors.
• Ability to express complex technical concepts effectively in non-technical terms for customers and business partners and create clarity so that the IT and NTTA mission, goals, and objectives are understood.
• Strong leadership skills, a deep understanding of Application Management, IT service management, and a proven track record in project management.
• Valid driver’s license.
  
  

Preferred

• Management experience using customer relationship management and application lifecycle management
• Experience with ITIL, PMP, or other relevant certifications.
• Familiarity with endpoint management tools and technologies.
• Strong analytical and reporting skills.
• Understanding of IT risk management and compliance frameworks.
• Prior experience with cloud technologies, AI, and automation.
• Proven understanding of IT infrastructure, Enterprise Systems, and Information Security.
• Proven success in vendor and partner management and building key business relationships.
• Proven success in program managing large projects.
• Extensive experience in managing multiple teams over multiple years.
• Tolling Industry experience.
  
  

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our Mission: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

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NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.