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 and services management platform within the NTTA, including Enterprise Applications, ServiceDesk 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 and collaborates with other department leaders to set the strategic direction for future projects and enhancements, aligning technologies in both the information technology and tolling industries.
Starting Pay: $134,371/annually - $176,803/annually - $238,685/annually
Retention Bonus: $1,500
Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.
Key Responsibilities
Enterprise Applications:
- Own the strategic roadmap for the entire enterprise application portfolio (including ERP, CRM, custom apps, etc.), ensuring all application investments and development align with executive business goals and digital strategy.
- Establish a governance framework for the application portfolio, overseeing the lifecycle from demand, selection, implementation, maintenance, optimization, to eventual retirement and replacement.
- Drive value realization and optimization across the application ecosystem by ensuring proper integration, data integrity, and a focus on maximizing the business process efficiency delivered by the applications.
- Lead the Enterprise Applications Management team in effective delivery, operational excellence (SLAs, security, performance), vendor management, and business relationship management for all critical business applications.
- Champion innovation and the adoption of modern technologies, including cloud solutions, automation strategies, efficient resource utilization, and adaptable architectures.
- Establish and enforce best practices for all business applications, including planning, deployment, and management.
- Champion a customer-centric service delivery model across all enterprise applications and service platforms, utilizing feedback, metrics, and user journeys to continuously enhance the quality, usability, and speed of services provided to end-users and the business.
Strategic Portfolio Management
- Provide direct leadership and mentorship to the team responsible for the daily operation, configuration, and continuous evolution of the enterprise's integrated service management platform.
- Establish and govern the strategic roadmap for the platform, ensuring its capabilities (e.g., service catalog, incident, change, and asset management) are fully leveraged to optimize business processes and end-user experience.
- Oversee platform architecture, security, and performance, ensuring the stability and scalability of the core system of record used for all service and operations workflows.
- Serve as the key executive liaison between the platform management team and business stakeholders, aligning platform development efforts with critical enterprise-wide digital transformation initiatives.
Service Desk Management
- Provide executive oversight and direction to the Service Desk Manager, ensuring the delivery of high-quality, efficient technical support and issue resolution for all agency employees.
- Establish key performance indicators (KPIs) and Service Level Agreements (SLAs) for incident management, request fulfillment, and problem management, driving continuous improvement in response times and first-call resolution rates.
- Oversee the strategic utilization of the service platform capabilities (e.g., self-service portal, knowledge base, automation) to shift left, reduce operational costs, and elevate the overall employee technology experience.
- Align Service Desk capabilities with Enterprise Service goals, ensuring operational data translates into actionable insights for enhancing the underlying IT services and application stability.
Endpoint Management
- Establish and govern the enterprise-wide endpoint strategy and roadmap for agency desktops, and laptops, ensuring stability, security, compliance and an optimal computing experience for all employees.
- Oversee the entire lifecycle of endpoint technology, including selection, deployment, patching, configuration management, and hardware refresh programs, to maximize efficiency and minimize total cost of ownership.
- Provide leadership and clear strategic objectives to the Endpoint Management team, focusing on process maturity, automation, and maintaining a secure, consistent, and standardized corporate environment.
- Ensure critical controls for security and regulatory compliance are consistently applied and enforced across the entire endpoint estate, collaborating closely with Security and Infrastructure teams.
Budget And Resource Management
- Develop and manage annual budgets for the service groups for which this position is responsible.
- 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, Service portfolio 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
- Portfolio Management Professional (PfMP), The Open Group Architecture Framework (TOGAF) certification or other relevant certifications.
- Experience 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: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
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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.
