(INFORMATION TECHNOLOGY) SUPPORT SERVICES SUPERVISOR
SANTA CRUZ COUNTY
Under direction, to supervise and direct a unit engaged in providing
end user technical support and training, including performing help desk
functions involving the installation, configuration, troubleshooting and
support of desktop and laptop hardware, software, operating systems, printers
and peripherals; and to do other work as required.
This is the full
supervisory level class in the IT support services series. Incumbents are
responsible for planning, assigning, reviewing, and approving the work of
subordinates. Incumbents provide functional and administrative supervision over
assigned staff. Incumbents are typically responsible for supporting multiple
systems and prioritizing levels of support based on customer requirements, available
staffing and system utilization and stability. Incumbents redirect resources in
response to new or changing customer needs and are responsible for preventing
single point of failure in support and availability of systems, including any
disaster recovery. Errors could jeopardize projects and are significant in
terms of dollars, lost time, and/or department image. Errors may also result in
significant legal exposure from inappropriate release/loss of data or from
software licensing non-compliance.
- Provides functional and administrative supervision over
- Coordinates the activities of assigned staff and
prioritizes multiple projects.
- Hires, trains, evaluates and disciplines staff, including exercising
progressive discipline leading to termination or reassignment.
- Makes formal recommendations regarding tools, techniques,
- Develops operation plans and directs the implementation of
- Analyzes and reports on team resource allocation and
projects future staffing needs.
- Reports on project and work status for self and group,
identifying issues and developing possible solutions.
- Sets goals and priorities and manages to those objectives.
- Serves as project manager and creates project documents,
including plans, schedules, and task lists; manages resource allocations,
schedules, and risk. Reports progress and escalates appropriately.
- Transports related equipment as necessary.
- Performs other related duties as assigned.
Thorough knowledge of:
- The methods and techniques used in the installation,
configuration, support and troubleshooting of relevant operating systems,
software applications, hardware and peripherals.
- Commonly and/or locally used operating systems, software
applications and hardware.
- Methods to analyze and recommend business solutions to
meet customers' needs and requirements.
Working knowledge of:
- Network concepts and network administration.
- The principles, practices and methods of project
- The principles, practices and methods of training,
mentoring and supervision.
Some knowledge of:
- The methods and techniques of developing and monitoring
- Demonstrate strong business process and project management
skills, including setting goals and priorities, increasing efficiency.
- Produce results in a timely and efficient manner for own
work and work of direct reports.
- Analyze information effectively.
- Set standards of performance tied to organizational goals
to control, develop and enhance productivity of staff.
- Manage projects (with own staff or in matrix managed
structure), create and manage project plans, schedules, resource
allocations and risk concepts.
- Develop innovative solutions to meeting customer needs.
- Negotiate with vendors to set configuration standards with
- Demonstrate detailed understanding of customers' needs and
- Develop and apply operational policies and procedures
appropriately to meet customer's needs.
- Review and evaluate work of staff
- Use good judgment and work with minimal direction.
- Identify and solve basic networking problems.
- Work independently in local and/or remote locations.
- Prioritize multiple tasks.
- Explain computing concepts to technical and non-technical
- Provide technical training (one-on-one, small group, and
- Keep current on new and advancing technology and practices
in business automation and technology interconnectivity.
- Independently install and troubleshoot local software
applications, hardware, and peripherals at the desktop level.
- Learn new software applications.
- Provide customer service.
- Communicate effectively, both orally and in writing.
- Work cooperatively and effectively with other staff
members, customers and vendors.
- Lift equipment weighing up to 40 pounds.
Education and Experience:
Any combination of training and experience which would
provide the required knowledge and abilities is qualifying. A typical way to
obtain the knowledge and abilities would be:
A Bachelor's degree from
an accredited college in a computer related field and five years of
experience performing both technical support and training.
Five years of
experience performing both general technical support and training, which
included level I support for two or more relevant enterprise level
Seven years of experience
performing both technical support and training.
At least two years of
qualifying experience must have been at the lead or supervisory level.
Background Investigation: Some positions may require
fingerprinting and/or background investigation.
License: Possession and maintenance of a California
Class C Driver License.
Physical Requirements: The ability to lift equipment
weighing up to forty pounds.
Other Special Requirements: Availability to work
irregular hours, which may include evenings, nights, weekends and holidays.
Previous Class Titles: Supervising Information
Center Systems Analyst, Senior Departmental Information Systems Analyst.
Bargaining Unit: 41
Worker's Comp Code: 0053
EEOC Code: 02
Occupational Unit Group: 84