The starting salary is $93,575 to $134,127 depending upon qualifications. The full salary range for this position is up to $148,809.

Are you passionate about leading technology teams, strengthening public sector technology operations, and ensuring secure, reliable, and innovative services for the community? The Town of Normal’s Innovation & Technology (I&T) Department is seeking a collaborative and mission-driven Technology Operations Manager to oversee its help desk services, network infrastructure, systems administration, and telecommunication infrastructure.

The I&T Department plays a critical role in supporting the Town’s smart city initiatives while ensuring a strong and resilient technology foundation. Advancing smart city efforts require both innovation and strong infrastructure and internal processes that build trust and deliver excellent service to internal customers across the organization. This role is created to strengthen the operational foundations for the department.

The ideal candidate is a hands-on leader who combines strong technical expertise with proven management experience, excelling in operational oversight, staff development, and strategic planning.

Reports to: Director of Innovation & Technology; will serve as an interim during their absence.

• Supervise and provide leadership to IT Support Technicians, Public Safety Technology Technician, and Network & Security Administrator, ensuring cohesive operations.
• Oversee the Town’s infrastructure efforts, including:
  • Help Desk Services and End-User Support
  • Network Infrastructure Management
  • Telecommunications infrastructure
  • System and Server administration
  • Cybersecurity Operations
  • Resiliency and Disaster Recovery
  • Hardware Asset Lifecycle Management
  • Cloud Strategy & Management
  • Compliance and Risk Management
• Manage core infrastructure programs, anticipating and resolving issues before they affect operations.
• Identify patterns and trends in help desk incidents to proactively implement process improvements, streamline workflows, and strengthen Town business operations.
• Manage contracts and vendor relationships including Security Operations Center (SOC), Network Operations Center (NOC), and hardware managed services. Hold vendors accountable for performance metrics and service level agreements (SLAs), ensuring value and reliability.
• Lead the Department towards GMIS Accreditation Levels.
• Guide and coordinate public safety technology operations, including hardware, software, cameras, radios, and emerging tools like drones and license plate recognition systems.
• Develop and enforce operational policies, procedures, and governance structures, with a focus on cybersecurity, resiliency, and accountability.
• Collaborate with the Director of I&T on strategic technology planning, budgeting, and smart city initiatives.
• Coordinate technology training and knowledge sharing to enhance employee adoption of Town-wide systems and tools.
• Lead operational response to technology-related incidents, outages, or security threats, including after-hours emergencies.
• Research and evaluate new technologies to improve operational efficiency, security, and service delivery.
• Track performance metrics, prepare reports, and present recommendations to Town leadership as needed.

• Possession of a Bachelor’s degree from an accredited college or university in Information Technology, Computer Science, Engineering, Business Administration, Public Administration, or a closely related field. A Master’s degree is a plus.
• At least five years of progressive IT experience with a minimum of three (3) years in a supervisory or management role leading diverse technology teams.
• Strong strategic planning, budgeting, contract management, and vendor management skills
• Knowledge of cloud technologies and experience developing cloud adoption and governance strategies.
• Familiarity with public safety technologies (e.g., radios, body-worn cameras, video management, CAD/RMS, LPR, drones) and experience working with Police and Fire operations is strongly preferred.
• Demonstrated expertise in network and systems administration, and cybersecurity efforts.
• Experience leading Help Desk services, hardware and asset lifecycle management, infrastructure upgrades, and resiliency planning.
• Strong leadership and communication skills with the ability to manage cross-functional teams, collaborate with department heads, and present technical issues to non-technical audiences.
• Demonstrated success in process improvement initiatives, including using data and help desk analytics to streamline business operations.
• Excellent problem-solving and decision-making skills, with the ability to anticipate risks, evaluate options, and implement effective solutions.
• Public sector or municipal government experience is highly desirable.
• Innovative mindset with focus on operational efficiency and customer service

• Must possess a valid driver’s license.
• Must pass a criminal background check.
• Availability to respond to technology emergencies after-hours as required.

The Town of Normal is an Equal Opportunity Employer. The Town does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected characteristic in accordance with applicable federal, state, and local laws. The Town of Normal does not use artificial intelligence to screen applications.