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IT Department Overview

The IT Department helps the City deliver reliable, secure, and modern services by planning, building, protecting, and supporting the technology the organization depends on. We connect people, systems, and data across departments so technology remains stable, efficient, and ready to support daily operations.

IT also ensures the City can adapt as needs evolve by maintaining current systems, strengthening safeguards for City information and facilities, and empowering departments with secure applications, data tools, and technical services.

The department is organized into several specialized divisions that work together to deliver comprehensive technology support:

• Administration and Project Management

• Service Desk

• Application Support 

• Geographic Information Systems (GIS) 

• Infrastructure

• Cyber and Physical Security

Together, these divisions ensure City technology remains dependable, secure, and ready to support employees and residents every day.

Administration and Project Management

Administration and Project Management provides direction, coordination, and oversight for all IT initiatives across the City. This division ensures technology efforts are aligned with organizational priorities, properly planned, and delivered effectively.

The team oversees project intake, requirements gathering, prioritization, scheduling, communication, and progress tracking. By applying consistent methodologies and maintaining clear visibility into timelines and resources, Administration and Project Management helps ensure modernization efforts, upgrades, security enhancements, and new capabilities are delivered on time, within scope, and with measurable value for departments and residents.

This division also supports administrative functions that keep IT operations organized, accountable, and strategically aligned with the City’s mission and vision.

Service Desk

The Service Desk is the City’s central helpdesk that makes it easy for employees to get timely technology support. This team triages requests, helps resolve common technical issues, answers questions, and routes more complex problems to the right technical group. The Service Desk also tracks reported incidents and requests to identify trends, improve response times, and ensure issues are resolved quickly and effectively. By delivering consistent, dependable day-to-day support, the Service Desk helps keep City operations moving.

Application Support

Application Support helps keep Ocala’s enterprise business applications running smoothly so essential city services can operate without interruption. The Applications Support group’s goal is to understand the business of each department and act as the glue between departmental needs and enterprise technology by translating business priorities into practical ways to use the right enterprise business applications effectively.

It provides day-to-day assistance, resolves technical issues, helps maintain system performance, and supports secure, reliable, up-to-date enterprise business applications across the city. By aligning how departments work with how enterprise business applications are configured, maintained, and improved, the Applications Support group helps Ocala deliver efficient, dependable experiences for residents, businesses, and visitors.

Geographic Information Systems (GIS)

Geographic Information Systems (GIS) turns location-based data into actionable maps and insights that support planning, operations, and public service delivery. GIS helps departments visualize geographic information, analyze spatial relationships, and make better decisions using current, accurate datasets. It supports mapping and analysis across many city functions, including utility and infrastructure areas, routes and service boundaries, environmental and flood information, parks and assets, and other location-based data used to plan, operate, and respond. This helps the City understand where needs and opportunities exist and what actions are required to serve residents and businesses effectively.

Infrastructure

Infrastructure provides the technical foundation that keeps City systems functioning. The team manages networks, servers, storage, communications, and other core technology services that support daily operations.

The Infrastructure division maintains system performance, manages capacity, and supports reliable connectivity across City locations. It also handles upgrades, patching, and lifecycle management to ensure hardware and core services remain current, secure, and able to support changing departmental needs.

Cyber and Physical Security

Cyber and Physical Security protects City systems, networks, and facilities while ensuring safeguards are in place for people and information. The Cyber Security function focuses on reducing risk through security monitoring, vulnerability management, incident response, and access controls that help prevent unauthorized access and limit the impact of disruptions. The Physical Security function supports protection of facilities and critical technology assets through coordinated security practices and controls. Together, this division helps ensure municipal technology remains resilient, accountable, and trusted.