Information Technology Supervisor

Reporting to the Information Technology Manager, the person holding this position is a member of a team and performs a variety of technology support functions to facilitate uninterrupted operation of the emergency communications center. To be successful, this person requires initiative, the ability to work without continuous supervision, demonstrated experience serving as part of a team: sometimes leading; sometimes following; and often collaborating. Must have excellent judgment, the ability to navigate conflicting stakeholder needs, and demonstrated success leading IT projects and supporting complex technology environments. May be assigned oversight and leadership duties for projects.

Essential Functions: · Utilizes proven communication, analytical, design, decision-making, project and problem-solving skills to maximize the benefit of IT systems investments

· Provides escalation support for end user issue resolution; provides technical support to all levels of the IT Department to ensure issues are resolved effectively and root causes are addressed to prevent recurrence; responds to customer requests and complaints to resolve problems

· Participates in an on-call rotation to support critical systems after-hours

· Automates and streamline tasks through automating configurations, programming and job scheduling

· Monitors, analyzes and optimizes system performance and functionality for all routers, switches, firewalls and ancillary support devices diagnoses problems and develops effective solutions for hardware and applications software

· Supervises, directs and evaluates assigned staff, addresses employee concerns and problems, counsels, disciplines and completes performance appraisals; conducts interviews and participates in hiring decisions

· Assigns, schedules and prioritizes work, monitors progress, and ensures timely and high-quality completion

· Concurrently manage multiple high priority IT projects and serves as a subject matter expert for complex or high-risk initiatives

· Ensure projects remain on scope, on budget, on time and comply with NORCOM standards

· Coordinates and supervises staff in the installation, configuration, testing and troubleshooting of all project-related duties including day-to-day support as needed

· Evaluates the impact of new system and application software on network systems, coordinates with vendors to resolve software and hardware technical issues

· Provides technical expertise, mentoring and leadership to system projects, maintenance issues and related support activities

· Learns and maintains expert-level knowledge of all NORCOM systems in order to provide technical guidance and support to the technicians they supervise.

· Responds to and resolves difficult and sensitive inquiries, complaints and requests for information and services from staff, contractors and vendors, communicates and provides information through correspondence, interviews and telephone calls

· Communicate effectively across all levels of the organization and drives resolution of complex issues

· Manage vendors, vendor software and consulting partnerships that support NORCOM technology

· Define, monitor and analyze comprehensive metrics to evaluate system performance

· Constantly evaluate and improve the tools and processes used to effectively deliver NORCOM products rapidly and cost effectively

· Other related duties as assigned

· Bachelor’s Degree in Computer Science or related field

· Five (5) years of recent, progressively more complex service desk experience with a wide variety of operating systems, software, hardware, applications, peripherals and problem resolution, including experience overseeing projects with at least two (2) years of recent lead or supervisory experience;

· Experience in supporting ITIL, ITSM, and HDI as it relates to a service support organization

or

· An equivalent combination of education and current experience sufficient to successfully perform the essential duties of the position

Desired Qualifications

• Previous IT supervisory experience

· Experience and training, to include NIMS, CJIS and related public safety experience

• ITIL Certification, A+ Certification, or related service level management training

• Public Safety facility and infrastructure experience

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance