IT Supervisor

Under general direction of Division Manager - Support Services (DM-SS) or designee, plans, organizes, supervises, and participates in the work of staff providing advanced technical support for information systems, networks, public safety applications, and emergency communications technology. Oversee day-to-day IT and support operations; set expectations and work standards with big picture thinking; establishes team culture with growth-mindset; evaluates performance; assigns and reviews work; and ensures efficient, secure, and reliable technology services. Provides high-level technical expertise, leads complex projects, coordinates with vendors and stakeholders, and performs other related duties as assigned., * Assisting DM-SS to carry out NCDJPA’s vision and mission.

• Supervising, coaching, and mentoring assigned staff.
• Leading information technology governance, continuity, and compliance.
• Setting priorities, workflows, and service standards.
• Ensuring consistent, customer-focused support delivery.
• Establishing and maintaining a positive, accountable team culture.
• Overseeing complex technical environments supporting 24/7 public safety operations.

Positions in this class are distinguished from lead-level roles by ongoing responsibility for personnel management, performance evaluation, training, discipline recommendations, and operational decision-making. Work is performed with considerable independence, with policy direction provided by management. Incumbents may be required to work overtime including evenings, weekends and holidays as assigned. This classification is subject to emergency recall to duty on a 24-hour basis and is required to work an on-call rotation schedule.

SUPERVISION RECEIVED AND EXERCISED

Supervision Received: General direction is provided by the Division Manager or designee.

Supervision Exercised: Exercises direct supervision over Information Systems Support staff, including Specialists, Technicians, and other support personnel. Responsibilities include assigning and reviewing work, training staff, evaluating performance, addressing performance issues, and contributing to hiring and disciplinary processes., In addition to performing and overseeing advanced technical support duties, the Supervisor shall:

• Plan, assign, supervise, and review the work of IT and support staff to ensure service levels and operational goals are met.
• Set team expectations, work standards, and priorities, fostering a culture of trust, accountability, integrity, collaboration, teamwork, and service excellence.
• Coach, mentor, and train staff; identify skill gaps and recommend or provide training.
• Conduct performance evaluations, provide feedback, and participate in hiring and employee development.
• Oversee daily IT operations supporting public safety and dispatch environments, ensuring systems availability, security, and resilience.
• Serve as escalation point for complex technical, operational, and personnel issues.
• Lead and coordinate technology projects, system upgrades, and vendor-managed services.
• Ensure compliance with cybersecurity best practices, agency policies, and applicable regulations.
• Collaborate with management on strategic planning, budgeting, and long-term technology needs.
• Represent the Information Systems Team in internal meetings and with external agencies.

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