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NITOAD IT Operations Manager 22-07 San Antonio, Texas

NITOAD IT Operations Manager
Job Location: 
San Antonio, Texas
Date Posted: 
Monday, November 15, 2021

The Federal Public Defender, Western District of Texas is accepting applications for the position of IT Operations Manager, National Information Technology Operations and Applications Development (NITOAD), located in San Antonio, Texas. The NITOAD branch supports the federal defender program’s staffed offices in 204 locations throughout the continental United States, Alaska, Hawaii, Puerto Rico, the Virgin Islands, and Guam. The federal defender program operates under authority of the Criminal Justice Act, 18 U.S.C. § 3006A, to provide defense services in federal criminal cases and related matters by appointment from the court to individuals unable to afford counsel.


To qualify for the NITOAD IT Operations Manager position, a person must be a high school graduate or the equivalent and have at least three years of general experience, which provided a working knowledge of automated systems, and five years of specialized experience including an increasing skillset of supervisory experience managing a team, and comprehensive knowledge of computer systems, administration principles, practices,methods, and techniques. Some higher education from an accredited college or university, preferably with a concentration in computer or management-information science or a related field, may be substituted for some of the required experience. A bachelor’s degree is preferred. Notwithstanding any educational substitution, however, specialized knowledge and experience in the following areas is required:

  • Hands-on technical skills and detailed working knowledge of IT Operations and Solution Support requirements, including but not limited to Active Directory, Exchange, Office 365, Help Desk, and Information Security experience;
  • Solid administrative, organizational, project management, and leadership skills;
  • Excellent interpersonal, written, and oral communication skills;
  • Successful track record with designing, developing, and executing complex projects in area of functional expertise;
  • Strong aptitude to communicate the branch’s vision and direction and set aligned goals;
  • Ability to provide resources and create systems to measure results;

This position is classified as “high sensitive.” Employment will be considered provisional pending the successful completion of an initial 10-year background investigation with updates performed every five years thereafter. Continued employment will depend upon the successful completion and favorable determinations based on investigation results. The ability to lift 50 pounds and frequent travel, including overnight travel, is required.  Employment also requires a person be fully vaccinated for COVID-19 and provide proof of such prior to entrance on duty.


TheIT Operations Manager oversees and directs the day-to-day activities of NITOAD, ensuring that systems, services, and infrastructure work reliably and securely. IT Operations Manager leads teams that maintain, develop, and implement Web Applications, OTS (off the shelf applications), server and storage infrastructure, respond to user help desk requests, and monitor system stability and performance. The IT Operations Manager provides guidance and leadership to the IT department and its technicians, as well as directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues. The IT Operations Manager develops IT policies and procedures and guides for users and technicians, such as FAQ documents or technical knowledge articles. Other responsibilities include:

  • Ensures the availability, performance, and operational integrity of the Information Systems and applications;
  • Influences outcomes and ensures that all employees within area of responsibility are working towards a common goal;
  • Oversees activities relating to the implementation, testing and overall technical support to ensure the IT infrastructure services environment meets the business needs;
  • Provides daily supervision and direction to employees, managing performance, utilizing escalation, implementing processes and systems;
  • Makes recommendations for improvement of IT operations;
  • Establishes policies and processes within the IT operations function to support efficiency;
  • Reviews support model and identifies opportunities for continued process improvements;
  • Designs and implements a service desk and service catalog with corresponding SLAs;
  • Responsible for coaching and mentoring team members;
  • Involved in the design and execution of the business continuity plan;
  • Ensures quality service delivery is consistent with customer expectations;
  • Collaboratively engages with senior leaders to create, identify, and implement solutions to further effectiveness of the business; and
  • Supports the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary.
Salary and Benefits: 
The starting salary will be commensurate with the experience and qualifications of the applicant within a range of $92,795 (JSP-13, Step 1) to $109,655 (JSP-14, Step 1) per annum. The position is in the excepted service and does not carry the tenure rights of the competitive Civil Service. The position does offer federal government employee benefits, including health and life insurance programs, retirement, and the Thrift Savings Plan. Salary is payable only by Electronic Funds Transfer (direct deposit).
How to apply: 

Qualified persons may apply by submitting a letter of interest (mentioning announcement number 22-07), a résumé, and a list of three references to: Maureen Scott Franco, Federal Public Defender, Western District of Texas, 7550 IH-10 West, Suite 200, San Antonio, Texas 78229, or you may submit your letter of interest and resume in a single PDF document by email to document should be named as follows: “Announcement number, position title, last name, first name” (e.g. 22-07 NITOAD IT Operations Manager, Smith, John). No electronic submissions will be considered unless they are submitted through or This includes emails to the Defender. For applicants with disabilities, this organization provides reasonable accommodations, which are determined on a case-by-case basis. To request a reasonable accommodation for any part of the application or interview process, contact personnel administrator Victoria B. Longoria at (210) 981-2081. More than one position may be filled from this announcement. Position originally announced November 15, 2021, modified and re-announced May 19, 2022, subject to the availability of funds; open until filled.

The Federal Public Defender is an equal-opportunity employer.