IT (INFORMATION TECHNOLOGY) SUPPORT SERVICES SUPERVISOR

Job Specifications

Class Code:	TT6
Analyst:	TC

Date Originated:	1/14/17
Date Revised:

SANTA CRUZ COUNTY

DEFINITION

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.

DISTINGUISHING CHARACTERISTICS

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.

TYPICAL TASKS

• Provides functional and administrative supervision over assigned staff.
• 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, and methodologies.
• Develops operation plans and directs the implementation of these plans.
• 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.

EMPLOYMENT STANDARDS

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 management.
• The principles, practices and methods of training, mentoring and supervision.

Some knowledge of:

• The methods and techniques of developing and monitoring project budgets.

Ability to:

• 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 acceptable pricing
• Demonstrate detailed understanding of customers' needs and business practices.
• 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 staff.
• Provide technical training (one-on-one, small group, and formal presentations).
• 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.

OR

Five years of experience performing both general technical support and training, which included level I support for two or more relevant enterprise level applications.

OR

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.

SPECIAL REQUIREMENTS:

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