MIS Infrastructure Supervisor

• Supervise day-to-day operations of infrastructure services and provide leadership to the MIS team.
• Oversee and mentor MIS staff across database administration, systems engineering, network engineering, and unified communications; set priorities, act as liaison to end users and the Service Desk, and apply industry trends to guide team direction.
• Manage and evaluate assigned staff, addressing concerns, directing work, and conducting performance evaluations.
• Oversee support and maintenance processes for the City’s network, servers, storage, and core systems, including hardware installation, diagnosis, repair, upgrades, and ensuring exceptional customer service.
• Recommend improvements and maintenance schedules for services and systems.
• Implement operational solutions as directed by management.
• Manage client service delivery system for all city personnel end users and monitor infrastructure and applications for availability, usability, and security.
• Provide server and network administration support, including maintenance and operation of Windows servers.
• Monitor ticketing queues, record solutions, and escalate issues as needed.
• Enforce server/network hardware and software life-cycle management policies.
• Develop technical documentation and training materials.
• Participate in on-call rotation and after-hours support for critical servers, networks, and applications, coordinating with third-party providers and city staff for emergency technical issues.
• Enhance system monitoring services to track performance, events, security, and system age.
• Assist enterprise staff in troubleshooting and resolving help desk issues.
• Act as a resource for city-wide infrastructure, including fiber backbone and leased telecommunication services.
• Perform daily automated procedures such as system backups and production runs.
• Conduct research and development, design, configuration, and installation of infrastructure areas.

Other Important Duties:

• May travel to attend meetings, presentations, conferences and training.
• May be required to work some evenings and weekends.
• Performs other duties as assigned.
• Regular and consistent attendance for the assigned work hours is essential.

• Knowledge of hardware, software and peripheral equipment maintenance, repair, setup, modification and troubleshooting methods, practices and procedures.
• Knowledge of redundant LAN/WAN infrastructure & datacenter networking solutions.
• Knowledge of hyper converged infrastructure & managed storage systems, both NAS and SAN.
• Knowledge and understanding of security threats and anti-virus systems.
• Knowledge of customer service and training methods and practices.
• Knowledge of City policies and procedures.
• Knowledge of Microsoft SQL.
• Knowledge of backups, restoration and recovery models
• Proficient in configuration, design and management of Cisco switches, routers and firewalls.
• Proficient skills with LAN/WAN administration concepts and practices. Must be knowledgeable with PC administration concepts and practices. MS Windows OS, MS Office environment, Active Directory.
• Ability to communicate technical issues and problems with end users in a manner which is understandable to those without technical training.
• Skill in responding, troubleshooting and resolving technical automated management information systems issues over the telephone, electronically or on site.
• Skill in implementing departmental procedures and objectives.
• Skill in effectively transporting, setting up, installing, uninstalling, modifying, upgrading and operating multiple networking systems and software programs.
• Skill in resolving customer complaints and concerns.
• 3-5 years of Leadership

Education, Experience, and Certifications/Licenses:

• Associate’s Degree in Management Information Systems, Computer Science, or related field, and Seven (7) years of LAN, WAN or equivalent combination of education and experience.
• Cisco, Microsoft, and/or Nutanix certifications preferred.
• Experience with 24/7/365 systems operations in a production environment.
• May be required to obtain applicable certifications (e.g. Cisco, Microsoft, Nutanix).
• Must pass a pre-employment drug screen, criminal background check and post-offer physical agility exam.
• Must possess valid State of Texas Driver’s License.