IT Supervisor - Operations

IT Supervisor

Information Technology (IT) provides technical services, manages the county's technical resources, and provides consulting services for technology improvements through three programs:
Administration, Operations, and Technology Solutions. These programs provide a complete range of technology services which include strategic planning, new service design, business analysis, project management, security risk management, data security, applications delivery and support networks, servers and storage, desktop and mobile management, database administration, and end-user support through the service desk.

General Statement of Duties

An IT Supervisor is the first-line supervisory level over classifications in a professional and, or technical discipline; perform advanced and complex technical work in assigned discipline; provide technical direction and problem resolution related to program services and activities; ensure employee and program compliance with applicable laws, regulations, policy and procedure; and review and prepare statistical and related reports.

Supervision Received

Works under the general supervision of an IT Manager who assigns work, establishes goals and reviews the results obtained for overall effectiveness.

Supervision Exercised

Provide direct supervision to professional and technical staff. Supervisor will prioritize and assign work; conduct performance evaluations; ensure employees are trained and follow policies and procedures; make hiring, termination, and disciplinary recommendations; and maintain a healthy and safe working environment.

Infrastructure Operations Management

Maintain situational awareness of Infrastructure Operations and an up-to-date inventory of all services and assets. Create SOPs and training manuals for all existing and incoming team members to assist in their daily work. Implement and maintain accurate infrastructure operations work management within IT work management systems for planned and unplanned work, including priorities. Monitor infrastructure operations activities and respond to inquiries from all county departments.

Provide technical troubleshooting and escalation as needed. Provide detailed analytics on technical performance and trends to management. Manage team ticketing queues and work management assignments, and ensure resolution in a timely and accurate manner, with as little rework as possible. Manage and track: incident management, problem management, knowledge management, configuration management, and asset management for infrastructure operations. Manage and provide the services for approved intergovernmental agreements.

Participate and manage the business services/facilities related work efforts.

Supervision and Mentoring

Supervise infrastructure operations staff's daily activities ensuring timely and professional delivery of server, storage, networking, wireless services, server rooms, IT equipment rooms, Microsoft 365, and Azure cloud services. Plan, organize, and direct the work of infrastructure staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; review team member work for accuracy and timely completion of assigned duties.

Ensure infrastructure operations provides consistent, high-quality, and professional service to the rest of IT and the county. Mentor/coach all department staff as needed to improve performance and morale. Ensure all infrastructure operations employees receive annual reviews and necessary feedback to provide career and growth opportunities, must be able to articulate areas where employees need improvement. Provide oversight of assignment and use of administrator privileges by IT administrator staff.

Planning and Budget

Execute the server, storage (including backup storage), and UPS/PDU hardware lifecycle equipment replacement program ensuring an accurate and detailed inventory of these devices. Create and execute an operations infrastructure management plan and budget. Monitor budget and project-related spending, including cloud, to ensure spending aligns with plans and budgets. Take point and work directly with outside vendors for any…