System Response Supervisor

Job Description

UTILITIES DIVISION - SYSTEM RESPONSE SUPERVISOR

PG 25 - NON EXEMPT

$40.19HR - $50HR.

Employee Benefits

• Direct Deposit, Bi-Weekly Pay Checks
• Medical, Dental, Vision
• Life Insurance
• FRS Retirement
• 10 Paid Holidays
• Paid Time Off
• Tuition Reimbursement
• Education Incentives
• Deferred Compensation Plan
• Wellness Incentives
• Employee Assistance Program (EAP)
• Free Employee Gym
• Free Employee Health Clinic

Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below:

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.

MAJOR FUNCTION - Responsible for the leadership, supervision, and performance of the 24/7 System Response Section within Business Operations. Oversees daily operations, manages System Response Controllers and Lead System Response Controllers, and ensures accurate, timely work order processing. Maintains communication with internal departments and field personnel, enforces compliance with policies and procedures, and contributes to process improvement, operational planning, and emergency response coordination.

ILLUSTRATIVE DUTIES - Supervise, train, and evaluate System Response Controllers and Leads, ensuring 24/7 operational coverage and high performance.

• Oversee the creation, assignment, and closure of utility work orders, maintaining accuracy, accountability, and service quality.

• Develop and enforce policies and procedures for system response operations, Supervisory Control and Data Acquisitions (SCADA) monitoring, and alert management.

• Lead emergency response communications and coordinate real-time information across departments during critical events.

• Analyze performance data and service trends to identify improvements in efficiency, reliability, and customer service.

• Serve as liaison with internal departments and technical support teams to ensure effective coordination and system reliability.

KNOWLEDGE, ABILITIES AND SKILLS - Expert knowledge of utility operations, SCADA systems, dispatch procedures, and emergency communication protocols.

• Proven leadership in supervising, mentoring, and developing staff to achieve optimal performance.

• Advanced analytical and problem-solving skills, with a demonstrated ability to identify trends and implement operational improvements.

• Exceptional communication and interpersonal skills, fostering collaboration across departments and stakeholders.

• Ability to perform decisively under pressure, maintain composure and exercise sound judgment in critical situations.

• Proficient in Microsoft Office Suite and utility-specific software systems, with comprehensive knowledge of Polk County's service areas.

MINIMUM QUALIFICATIONS - Graduate of an accredited four (4) year college or university

• Five to six (5-6) years of Experience managing administrative functions related to water, wastewater, and reclaimed metering; customer support management; utility billing, and work order systems.

• At least two (2) years of leadership or supervisory experience.

• Strong analytical and problem-solving skills.

• Proficiency in Microsoft Office Suite and other required software, with the ability to operate computers used by the unit.

SPECIAL REQUIREMENTS - This position will be subject to standby/on-call rotation.

All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.