IT Supervisor - Operations

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 infrastructure operations procurement and projects. Ability to interface with executive-level management and give senior-level presentations. Define technology strategies, goals, and budget as a member of the IT leadership team.

Staffing and Training
Interview prospective candidates for open positions. Provide coverage for the job responsibilities of IT administrators as needed. Train staff in new and existing procedures and develop work schedules, areas of responsibility, updated technology, and new procedures. Train via standard training tools and research new products that could better the infrastructure operations staff. Work with staff to schedule required training time. Maintain skills and responsibilities matrix for team based on their EJFs.

Process Improvement
Implement best practices. Analyze infrastructure operations staff’s performance for incidents, service requests, maintenance tasks, projects, etc. Track trending issues and produce statistical reports for management. Proactively identify process improvement opportunities, including end-user training tools, documentation, work management, and internal training materials. Improve team multitasking, time management skills, and attention to detail. Define, implement, and monitor onboarding goals for new hires. Leverage zero touch provisioning where possible. Improve vendor management. Participate in the evaluation of new information systems, products, or services and recommend changes to existing products or services to aid in continuous improvement.

Operations Standards
Enforces IT operations standards governing county technology facilities, including prohibition of unauthorized storage and adherence to access, clearance, and safety requirements. Executes or coordinates routine inspections, ensures continuous inspection readiness, implements corrective actions, and escalates non-compliance consistent with supervisory responsibilities.

Other

• Participate in meetings, in-service training, workshops, etc. for the purpose of gathering information required to perform job functions.
• Perform other duties as assigned

EXPERIENCE AND TRAINING

1. Bachelor's degree in computer science, information science, management information systems, business administration or related field; AND
2. Two years of IT project management or technically related experience; AND
3. Two years of supervisory or three years lead worker experience in an IT related field; OR
4. Any satisfactory combination of work, education, training, or experience relevant to the position, as determined by Marion County.

KNOWLEDGE, SKILLS, AND ABILITIES

General knowledge of methods, processes, and operating principles of administrating server operating systems, including web and database services; web design, development, and maintenance; virtual server host administration, enterprise and wide area network administration, methods and techniques of project management and business analysis; supervision and best established best practices in effectively operating a service desk operation; practices and methods of maintaining data privacy; business and management principles involved in strategic planning, production methods and coordination of people and resources; and research methods for emerging technologies.  Skills and abilities to identify complex problems and develop or evaluate options and implement solutions; analyze information and evaluate results to choose the best solution and solve problems; effectively communicate in person and groups; write clear and concise memorandums, reports, or other documents; use logic and reasoning in identifying the strengths and weaknesses of alternative solutions, conclusions or approaches to problems; manage projects typical to the job assignment; be diligent about detail and thorough in completing work tasks; effectively prioritize tasks and plans; explain what information means and how it can be used; establish effective working relationships with internal and external customers; be pleasant with others on the job and display good-natured, cooperative attitude; accept criticism and deal calmly and effectively in high-stress situations.

PHYSICAL REQUIREMENTS
Operates a motor vehicle; sees using depth perception; stands; sits; moves about the work area; bends forward; stoops; climbs 1 floor of stairs; crawls; reaches overhead; lifts up to 50 lbs.; pushes and pulls up to 25 lbs.; moves carts weighing up to 100 lbs.; carries items; operates a keyboard; uses rapid-mental/hand/eye coordination; speaks clearly and audibly; reads a 12 pt. font; distinguishes colors and shades; hears a normal level of speech; works in areas that may be exposed to dust and/or blood/body fluids.