IT Technical Supervisor; EDU Job Scottsdale area,Arizona USA,IT/Tech

Definition

Under general supervision of the CIO, supervises and mentors Education (EDU) technical staff that supports the Salt River Pima-Maricopa (SPRMIC) School systems, including desktop and application support staff and is primarily responsible for establishing priorities, monitoring progress and ensuring compliance with Community policies. Assists the CIO with staff workflow in completing assigned enterprise implementations of new IT systems and/or system upgrade projects.

Assumes a team leadership role in ensuring proper project planning, resource scheduling, budget management, project evaluation and client satisfaction are accomplished in a timely and quality manner. This job class is treated as FLSA Exempt

Essential Functions

Essential functions may vary among positions and may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive listing of tasks performed by all positions in this classification.

Supervision & Workflow

Scheduling:
Assign tasks, set priorities and monitor progress to ensure timely and quality delivery of services and projects.

Performance Assessments:
Completes Employee Performance Appraisal Reports (EPARs) for all EDU Technical staff

Mentorship:
Mentors staff to ensure compliance with Community policies, industry standards and security protocols.

Service Ticket Management:
Assist with ticket queue management and distribute tickets to assigned staff as appropriate.

Scheduling:
Schedule staff to ensure coverage during normal business hours, after hours and on-call support as required. Process Alignment:
Ensures the alignment of processes and workflows that the Education IT staff uses adheres to the policies and procedures of the SRPMIC tribal government IT Department.

Department Specific Processes:
Identify, document and maintain Education IT specific processes and procedures to successfully support the department on key initiatives, events and compliance requirements.

Leadership

Operational Effectiveness & Efficiency:
Monitors operational performance and implements improvements to enhance reliability and efficiency.

Budget Management:
Track and control budget plan for the fiscal year. Assists IT CIO/Director on budget planning for each fiscal year.

Project Management:
Communicates project status issues to executive management (technical and functional)

Client Management:
Maintains customer and client relationships in a professional and respectful manner.

Vendor Management:
From selection to maintenance of vendor relationships in a professional manner. Participates in requests for quotation and request for information. Managing vendors including conducting periodic reviews of vendor performance and negotiating better rates and cost savings.

Contract Management

Initiation:
Understands the internal contract creation process and works with internal, legal and vendor representatives to facilitate the creation of new contracts.

Amendments:
Understands the internal contract amendment process and works with internal, legal and vendor representatives to facilitate the modification and additions to existing contracts.

Software Support:
Reviews and manages software support and service level agreements to ensure that systems are covered by adequate vendor support.

Technology Support

Incident Management:
Monitors production system incidents and ensures issues are resolved in accordance with established service level agreements.

Service Management:
Monitors production system requests and ensures work requests are resolved in accordance with established service level agreements.

Change Management:
Ensures all production changes are made in accordance with the department changing control policies, procedures and controls. Participates in the change control boards with the client to develop a partnership to manage and prioritize changes to the production system.

Service Management:
Ensures services requests are designed, developed, tested and implemented in accordance with department standards meeting the agreed upon service level agreement.

Hardware Management:
Assist/Partner with the Service Desk Manager in assessing, evaluating and selecting the appropriate hardware technologies to support Education desktops and laptops.

Asset Management:
Maintain asset management standards and procedures of the IT Department in Service Now. Update and track computers to ensure that all SRPMIC assets are tracked properly

Application…