Computer Operations Manager/User Support

Job Description

Job Description

KLC Consulting, Inc.

Requirement for: Computer Operations Manager/User Support – Celebration, FL

Contact: Maggie Manning:

Client: Florida Department of Transportation, 1170 Celebration Blvd, Celebration, FL 34747

Closes: August 7, 2026 by 2pm EST

For Term: Through 6/30/28, with possible renewal/extension, based on excellence in work provided, need and budget availability.

Telecommuting: Telecommuting is not an option for this position. This job is to be performed onsite, Monday-Friday, during business hours. Flexibility to work hours between 7:00 AM & 7:00 PM Monday through Friday. Weekend and after-hours work is subject to manager approval, as determined by workload and implementations.

Scope of Work:

· Manage and coordinate daily activities of the technical team, including project scheduling, monitoring and incident response.

· Ensure operational support coverage and adherence to service level agreements (SLAs).

· Monitor system performance and availability, ensuring timely resolution of issues.

· Develop, implement, and maintain operational standards, procedures, and best practices.

· Ensure compliance with internal policies, industry standards, and regulatory requirements.

· Plan and manage the integration and support of new technologies into the FDOT environment.

· Collaborate with infrastructure and application teams to ensure seamless deployment and support of systems.

· Lead, mentor, and develop a team of supervisors, project leaders, and technical staff.

· Conduct performance evaluations, training, and succession planning.

· Provide input on business continuity planning and disaster recovery strategies.

· Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.

· Provide computer and user support including, but not limited to, installation and configuration of hardware and software, upgrades, patches, and advanced technical support. Monitor service ticket queue and resolve tickets as assigned. Document work performed and resolutions.

· Perform advanced network and telephony support. Provide on-site support for remote troubleshooting by other OIT technical staff. Travel between FDOT locations required 25% - 40%.

Face to Face Interviews: At the hiring manager’s discretion, interviews may be conducted via Microsoft Teams or in person.

Requirements:

· Must Attach a Resume

· Must Complete the following Education, Experience, and Skills Matrices

· Must Complete the attached Exhibit E Form, Resume Self-Certification Form (See Attachment)

Educations, Experience and Skills Matrix

Education

Degree/Date Received

University

Associate’s or Bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Highly Desired Certifications

Date of Certification

Certifier

Active (Y/N)

Certified Scrum Master (SCM)

Certified Project Manager (CPM)

Project Management Professional (PMP)

Certified Business Analysis Professional (BAP)

Experience

Years of Experience

Last Year Skill Used

Minimum of 7 years of IT work experience with exposure to multi-platform environments.

Job Duties / Tasks

Years of Experience

Skill Level

(See Below)

Lead and manage the delivery of IT services across the program, ensuring alignment with business needs and service level expectations.

Oversee the deployment, configuration, and lifecycle management of IT assets including desktops, laptops, mobile devices, printer, and servers.

Develop and implement IT service management processes: incident, problem, change, and request management.

Coordinate and support enterprise-wide software rollouts, updates, and patch management activities.

Monitor and improve service desk performance, timely resolution of user issues, and high customer satisfaction.

Ensure compliance with IT policies, security standards, and regulatory requirements across all service delivery activities.

Responsible for reading and following the Department’s Procedures and Policies.

Responsible for understanding and enforcing the Department’s Policies and Procedures.

Responsible for documenting solutions to Technology issues.

Responsible for traveling to remote sites to resolve IT related issues and/or to deploy resources.

Perform other related duties as assigned.

Ability to lift up to 50 lbs.

Job Duties / Tasks

Yes / No

Perform other related duties as assigned.

Ability to lift up to 50 lbs.

General Knowledge, Skills and Abilities (KSAs)

The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:

Skill Level

(See Below)

1. INITIATIVE: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.

2. COMMUNICATION: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.

3. CUSTOMER SERVICE: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.

4. DECISION MAKING: Makes sound, well-informed, and objective decisions.

5. FLEXIBILITY: Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.

6. INTERPERSONAL: Shows friendliness, courtesy, understanding, and politeness to others.

7. LEADERSHIP: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.

8. PROBLEM SOLVING: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly.

9. TEAM BUILDING: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.

10. QUALITY ASSURANCE: Knowledge of ideologies, techniques and tools for quality assurance and control. The ability to put those ideologies, techniques, and tools into practice.