Assistant Director IT - Enterprise Systems

North Texas Tollway Authority

Plano, TX

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 platforms within the NTTA, including Enterprise Applications, Enterprise Systems, Enterprise Communications, 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, systems, and communications.

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 information technology and tolling industries.

Key Responsibilities:

Enterprise Applications:

Own the strategic roadmap for the entire enterprise application portfolio (including Workday, ServiceNow, Project Delivery/Program Controls applications, Asset Management Systems, Advanced Traffic Management Systems, Enterprise Document Management Systems, M365 Enterprise applications, 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, data governance, and a focus on maximizing the business process efficiency delivered by the applications.
Direct 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.

Enterprise Systems:

Provide strategic leadership and governance across Enterprise Systems and related teams, translating IT and business objectives into a multi-year roadmap and measurable outcomes.
Directly manage and coach senior leaders (including the Senior Manager, Enterprise Systems), setting clear expectations, driving accountability, and building a high-performance, customer-focused culture.
Establish and monitor service management practices (SLA/OLA targets, incident/problem/change governance, capacity planning), ensuring 24x7 operational excellence and continuous improvement.
Own cross-team prioritization and resource allocation (people, funding, tools), resolving conflicts and ensuring delivery of critical initiatives, upgrades, and migrations across the portfolio.
Provide oversight of cybersecurity, risk management, and compliance for enterprise platforms (e.g., identity, compute, storage, cloud), ensuring effective controls, audit readiness, and remediation tracking.
Lead financial stewardship for the portfolio, including annual budgeting, forecasting, cost optimization, and ROI justification for capital and operating expenditures.

Enterprise Communications:

Provide strategic leadership, governance, and operational oversight for all Enterprise Communications services that underpin NTTA’s technology and business operations, including voice, telephony, IVR, call center platforms, unified communications, and network‑dependent communications infrastructure.

Lead and directly manage the Senior Manager, Enterprise Communications, setting clear expectations, priorities, and performance objectives while fostering a culture of accountability, service excellence, and continuous improvement.
Oversee all agency‑wide voice and communications platforms, including IP telephony, contact center solutions, IVR systems, call recording, emergency communications, and related integrations with enterprise applications and tolling systems.
Ensure enterprise communications services are highly available, secure, scalable, and resilient, supporting 24x7 operations and mission‑critical business and customer‑facing functions.
Establish and enforce service management practices for communications services, including SLAs/OLAs, incident and problem management, change control, capacity planning, and lifecycle management.
Partner closely with Enterprise Systems, Information Security, Service Desk, Operations, and Business stakeholders to ensure communications services are tightly integrated, well supported, and aligned with overall enterprise architecture standards.
Provide executive oversight of vendor and carrier relationships, contracts, licensing, and renewals related to telecommunications, voice platforms, and communication services, ensuring cost effectiveness, performance accountability, and contractual compliance.
Drive modernization initiatives across communications services, including cloud‑based voice solutions, platform consolidation, automation, and enhanced customer experience capabilities where appropriate.
Ensure communications platforms meet all regulatory, security, resiliency, and compliance requirements, including business continuity, disaster recovery readiness, and audit support.
Oversee financial stewardship for Enterprise Communications, including capital and operating budgets, forecasting, cost optimization initiatives, and ROI justification for communications investments.

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:

Provide leadership and clear strategic objectives to the Manager, Endpoint Management and the EPM team, focusing on process maturity, automation, and maintaining a secure, consistent, and standardized corporate environment.
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.

Budget and Resource Management:

Develop and manage annual budgets for the service groups for which this position is held.
Assists the Director of IT in the development of the 5-year IT capital plan.

Qualifications

Minimum:

Bachelor’s degree in computer science, information technology, business administration, engineering, or related field.
At least ten (10) years of management experience in information technology, with a focus on Application management, Service portfolio management, service desk, and endpoint management.

Preferred: