IT Operations Manager - City of Eugene, OR

Posted By: Karen Anderson Job Postings ,

General Statement of Duties

Are you motivated to be a part of an organization with extensive opportunities to learn, grow, and make a difference in a community that cares about you? Do you lead with emotional intelligence and speak ITIL? Are you forward looking with process improvement in mind? As a true techie, do you love the thrill of new and interesting challenges and working with people who share a love of working with technology to solve problems. Is it important for you to have fun at work? Have you imagined yourself living in the richness of the Pacific Northwest?
If you answered yes to these questions this position and team might be right for you!
The City of Eugene Information Services Division (ISD) builds and maintains the City of Eugene's technologies to meet the evolving needs of the community. We are a team committed to innovation and excellence built on a solid foundation of providing excellent customer service.
The scope of operations includes:

  • Complex environment including public safety networks, business networks and wifi environments supporting six diverse departments: Planning & Development, Library, Recreation, Cultural Services, Central Services, Eugene Police, Eugene Springfield Fire, Public Works
  • Established governance process to support collaboration and project planning
  • An abundance of professional development and training opportunities
  • 51 City facilities throughout the community connected by a high-speed fiber optic network 
  • More than 200 business software systems

Position Focus: The IT Operations Manager is accountable for managing the high availability secure network infrastructure and associated operational services as well as coordinating with other IT teams (Project Managers, Application Development, Public Safety & Justice, etc.) to ensure close alignment and engagement in implementing major developments and enhancements within the existing IT infrastructure. The IT Operations Manager provides leadership to the Operations section. The City maintains a primarily Microsoft environment, hybrid server storage and Azure Cloud environment, and VOIP services.  The Manager oversees tier 1, 2 customer support services (Service Desk) and tier 3 subject matter experts. This position is a vital member of the ISD management team and will provide highly complex assistance to the Information Services Director.

Salary Range: $85,779.20 - $113,214.40 annually
Department/Division:  Central Services Department/Information Services Division
Work Location: Eugene Library Building, 100 W 10th Ave,4th Floor, Eugene OR 97401

Must reside in the Eugene metro area, a hybrid work schedule (home/in office) is available for this position and can be negotiated at hire.

Schedule: Monday - Friday, 8:00 AM - 5:00 PM with flexibility per business need


The first review of applications will take place:  

Friday, October 22, 2021 at 5:00 pm PDT 

Please submit your application on or before this date and time to be considered with this first round.


For complete job description or to apply online, click here.

Calling Eugene Home 

Eugene is located at the southern end of the agriculturally rich Willamette Valley. From here, it is a short jaunt east to the Cascade Mountains, west to the stunning Pacific Ocean coastline, or north to Portland.  We're a small city with unlimited things to do: Downtown Eugene is revitalizing; the Oregon Bach Festival and Eugene Symphony call the Hult Center for the Performing Arts home; you can float the Willamette River and hook a salmon after work in the shadow of downtown; a booming food and beverage economy, including topnotch local craft breweries and wineries in the surrounding countryside, is the foundation of a local restaurant scene; the University of Oregon brings arts, culture, and educational opportunities, as well as championship athletics (Go Ducks!); a nationally-recognized transit system helps you move around the city; and our Gold rating as a Walk- and Bicycle-Friendly Community ensures that safe travel options abound! Known as Track Town USA, the community annually plays host to numerous track and field events at historic Hayward Field, including the IAAF World Championships in 2022! The impact of track and field can be seen beyond the track, with abundant trails coursing through the south hills, along the Willamette River, and through hundreds of acres of city parks. To learn more about Eugene, visit Eugene Cascades and Coast.
The Organization 
The City of Eugene has a Council-Manager form of government. In this form of government, the city council develops legislation and policies to direct the City. The city manager, hired by the city council, provides administrative direction to the organization, oversees City of Eugene personnel and operations, and carries out the city council's direction. The City of Eugene has over 1,500 employees and a $840 million total budget. The City of Eugene is a service-oriented and welcoming organization that provides services through six departments: Central Services, Fire and Emergency Medical Services, Police, Public Works, Planning and Development, and Library, Recreation and Cultural Services. The State of the City video shows how the city is meeting new challenges, learning from one another, building connections, and celebrating our city. The City of Eugene encourages our employees to bring their true selves to work with the knowledge that they are valued and protected.  We embrace all of the identities and cultural legacies that our employees represent and strive to be an inclusionary and safe place to work.  At the City, we learn and grow best as a team of individuals unafraid to use their unique voices to propel us to meet our goals as we serve our community today and into the future.

As an organization we are focusing on six Core Competencies for employees:
Trust & confidence – Making our intent and actions be transparent and honest while fostering healthy, inclusive relationships, actively listening and maintaining open communications, delivering on our promises, investing in other’s success, and engaging each other and the community
Creative work environment – Exploring meaningful new ideas and relationships to foster innovation and encourage collaboration and creativity. Challenging the standard method of doing business in a positive environment.
Now & later perspective – Looking beyond day to day challenges to better anticipate the future and adjust to change.  
Respectful & inclusive work environment – Seeking out a wide range of voices and making each other feel respected and included.
Self-awareness & emotional intelligence – Learning to recognize and understand our own emotions and the emotions of others and recognizing our individual strengths and weakness to raise self-awareness so we can perform better.
Wellbeing - We take care of ourselves and each other.  
The City of Eugene offers a great benefit package including holidays, vacation, sick leave, retirement benefits and a range of insurance benefits as well as training and advancement opportunities. To view more information about the benefits and current insurance premium rates, click the respective links. While these positions operate in a challenging and fast-paced environment, they are part of a supportive, collaborative team that is flexible and values work-life balance.  

Examples of Duties Performed - Duties may include but are not limited to the following

  • Manages, directs, and coordinates section activities; works with staff to establish schedules and methods; assigns work activities, projects, and programs and monitors workflow; reviews and evaluates work products, methods, and procedures.
  • Plan and manage the expansion of key IT Infrastructure Library (ITIL) & ITSM processes and supports the growth and stabilization of the Configuration Management Database (CMDB) and associated structures for documentation best practices.
  • Ensure the maintenance, management, monitoring and administering of network security hardware and software tools including firewalls and related software applications. Oversee network team portion of audits and compliance for CJIS, HIPAA, PCI audits.
  • Recommends and assists in the development and implementation of Division goals and objectives; participates in long-range planning and budgeting needs  for information systems, with an emphasis on     network infrastructure services; assists in the development of strategies, policies, and action  plans  for the introduction of new technologies and services to meet customer's needs.
  • Coordinates section activities with those of other ISD work teams, City departments, outside agencies, and organizations; participates in regional projects.
  • Responsible for the selection, supervision, and evaluation of assigned staff; assigns work and ensures appropriate training is provided; investigates complaints; recommends and administers disciplinary actions; handles sensitive personnel matters and recommends grievance responses; exercises full supervision over employees.
  • Performs related and other duties as assigned.

To view detailed information on the duties, knowledge, and abilities that may be expected for this position, please see the classification: IT Technical Operations Manager


Our ideal candidate will possess the following skills and attributes:

  • Technical expertise within complex, demanding, fast-paced Microsoft environment
  • Strategic planning, staff guidance and development 
  • Strong communications skills and attention to detail
  • Strong ITIL processes and best practices
  • Resilient and tenacious support of security standards while supporting best practices, policy and processes
  • Team player able to work collaboratively and effectively with others, at all levels in t the organization
  • Able to analyze problems, issues & needs and provide robust but adaptable solutions which meet current and future requirements including data storage
  • ITSM implementation experience
  • Strong time management, problem solving, technical troubleshooting, and planning skills.

Experience and Training Guidelines
Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes with relevant transferrable skills from a variety of sources and experiences. The City will consider any equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. (Equivalent combination of education and experience must equal the total years of experience and education listed below.)

Five years of increasingly responsible professional experience in IT network, software and hardware operations and management including at least two years of supervisory responsibility in an information systems environment. Three years' experience with IT Service Management principles, processes and methodologies. Demonstrated experience rolling out an ITSM program, preferably based on the ITIL framework. At least two years’ experience in a large (500+ employee) government agency preferred.

Equivalent to a Bachelor's degree from an accredited college or university with major course work in computer science, information systems, business or public administration or related field.
License and Certificates:
ITIL Foundations  & CJIS certifications or ability to obtain within 90 days of hire.
Oregon Driver’s License (ODL):
Valid Oregon driver’s license, or ability to obtain by date of hire; must pass driving records check and, if hired, maintain a driving record that meets the City’s standard. Oregon law requires that an out-of-state license holder must obtain a valid Oregon license (with appropriate endorsements) within 30 days of becoming domiciled in the state (ORS 803.355).
Must pass a background check.

Supplemental Information

Selection Process: Applicants are screened based upon their relevant knowledge, abilities, skills, experience, and training. The selection process varies according to the position and can include such things as screening of supplemental questionnaires, written or skill tests, ability or fitness tests, interviews, and assessment processes. In addition, background investigations and records checks may be required. Applicants selected to continue in the process will be notified within two-three weeks after the posting deadline.
General City: Some positions also require applicants to have a psychological evaluation and/or physical examination and a drug test prior to employment. Marijuana use is evaluated consistent with current state law regulations.

Eligibility List: This posting may also be used to establish an eligibility list of applicants for future vacancies. Candidates that are placed on the eligibility list will be notified via email which will include the duration of the list and how notification of call up will occur.  

Current information about the status of a job posting is available by going to and selecting “Job Posting Status.”
The City of Eugene complies with the Americans with Disabilities Act of 1990. Any applicant with a qualified disability under the Americans with Disabilities Act may request accommodation by contacting an employment coordinator at (541) 682-5061.  
In compliance with the Immigration Reform and Control Act of 1986, the City of Eugene will request all eligible candidates who accept employment with the City to provide documentation to prove they are eligible for employment in the United States. 
The City of Eugene is committed to a Respectful Work Environment, we value the cultural, educational, and life experiences of each employee. We believe that a diverse workforce enables us to deliver culturally responsive services to all members of our community. As part of our commitment to diversity, equity, and inclusion we desire to welcome, respect, and create a sense of belonging for a wide range of identities and experiences in our workforce.   Women, people with disabilities, and persons of color are strongly encouraged to apply.