Information Systems Supervisor

Summary

The Information Systems Supervisor is responsible for overseeing the enterprise software support team and ensuring that end users receive timely and effective assistance. This role manages all processes related to identifying, prioritizing, and resolving help requests, including the monitoring, tracking, and coordination of support activities. In addition, the Supervisor provides direct, hands-on support at the desktop level to assist with problem resolution.

The Supervisor also plays a proactive role in guiding departments to stay current with supported software versions, ensuring systems remain secure, reliable, and aligned with organizational standards.

Depending on qualifications and experience

• Provide leadership to the Enterprise Support team, including performance management and coaching.
• Provide technical expertise and mentorship to lower-level Analysts.
• Guide City departments in staying current with supported software versions and plan for new releases.
• Oversee enterprise software support to ensure end users receive timely and effective assistance.
• Manage processes for identifying, prioritizing, and resolving end user help requests, including monitoring, tracking, and coordinating support activities.
• Provide direct, hands-on support at the desktop level when required.
• Train staff and end users on enterprise applications, features, and best practices.
• Research, test, analyze, and repair complex software issues.
• Collaborate with internal teams and vendors to analyze support issues, coordinate resources, and implement resolutions.
• Install new releases of supported software and maintain supporting documentation.
• Analyze new software requests from City departments and make recommendations.
• Design and develop support applications to enhance service delivery.
• Other duties may be assigned.

Education & Experience

• Associate’s degree in Information Technology discipline
• 7 years related experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Education & Experience

• Bachelor’s degree in computer science, Management Information Systems or related area of study
• 7 - 10 years experience with application support, relational databases and customer service interface
• Competent with implementing, enhancing and operation support Workday (HCM and Financials), Salesforce, and Tyler Systems.

• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Advanced knowledge of Microsoft Office applications
• Advanced knowledge and experience supporting software applications
• Skill in report design and queries for assigned applications Familiarity Structured Query Language (SQL)
• Ability to research and document workflow
• Skill in interpreting technical diagrams and procedures
• Ability to research issues and develop solutions
• Ability to explain technical concepts in non-technical terms
• Experience working in a team-oriented, collaborative environment.

• Valid Class C Texas driver’s license

The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.