Infrastructure Support Group Mgr
Supervises system administration and technical support groups to ensure that area services are consistently provided at the expected levels. Ensures that Division, Departmental, and Group policies are adhered to by the group, and that area standard procedures are followed to best meet internal and external customer requirements. Directs area technical analysis, research, and services and develops policies and procedures with other IT management staff. Assigns group members to complete requests for services as long as a re-assignment does not negatively affect existing priorities or projects. Project Management is a key function of the Group Manager. Provide direction to group members on their objectives, prioritization of their work, mentoring, core competency training, and resolution of conflict with customers or other IT staff. Consistently works with other IT Group Managers as part of a leadership team and with other County managers to support projects, work orders, or product support. Accountable to IT department management for group status reporting (group work load changes and project/work order status) and proactive work queue management for their area. Maintains an extensive understanding of the technology or systems supported in their area.
The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time.
Knowledge, Skills, & Abilities:
- Receives direct supervision from the Technology Support Services Department Head.
- Exercises direct and indirect supervision over group members.
- Exercises indirect supervision over assigned project staff when necessary.
- Assign, direct, and supervise activities of assigned staff ensuring adherence to established policies, procedures, and standards; administer or make recommendations for routine personnel matters affecting subordinates including recruiting, interviewing, hiring, training, assigning work, scheduling work hours, granting leave, appraising performance, disciplining, and submitting such records and reports as required by County policies and procedures.
- Provide senior technical leadership to system administration and technical support and the enterprise including being conversant with the future direction of technologies, how that direction will impact the enterprise, and how future and current systems can be exploited for the benefit of the enterprise.
- Supervise and direct a group of technical staff including setting priorities, coordinating, and the reporting of group activities; delegate and assist team leads in staff work coordination and queue management when necessary.
- Define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.
- Delegate tasks and responsibilities to appropriate personnel; plan and schedule project timelines and milestones using appropriate tools.
- Develop full-scale project plans and associated communications documents.
- Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion; set and continually manage project expectations with team members and other stakeholders.
- Coach, mentor, motivate, and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.
- Accountable to ensure that the group members adhere to the Division and Department standards for project management, system development life cycle procedures, and documentation relevant to the scope of their current work projects.
- Prepare regular project status reports on internal projects, group member work plan mix changes, and forecasts of future group member talent or time utilization.
- Develop and maintain productive working relationships with project sponsors, County management, business analysts, and customers
- Regularly meet with IT Group Management to understand, manage, ensure the success of cross-group projects, and make sure that work orders are successful, opportunities are exploited, staff assignment are coordinated, and staff/work progress reporting is consistent.
- Understand customer functions, organization, and roles in the enterprise to the extent required to support and maintain the County systems and infrastructure to meet their needs.
- Actively communicate any process, software, or hardware system changes as required through the IT change control process.
- Supervise and guide the detailed design and development activities for technical systems.
- Assign work orders to fix or enhance existing systems, implement new solutions, provide consulting services to Business Analysts, implement planned vendor-supported system upgrades, and other system maintenance requests under the established IT standard guidelines for work order management
- Act as project manager for enterprise system enhancements or upgrades.
- Ensure the accuracy of the County technical asset inventory and ensure lifecycle management policies and practices are followed regarding the adds, moves, changes, billing, and disposal of all technical hardware and centrally managed software.
- Recommend projects to IT management to improve the support of technical systems.
- Develop and present business cases for approval by the Governance board to enhance the support of technical systems; determine the economic and operational feasibility of using computerized methods to satisfy information needs and present proposals to the Governance Board for new systems or the improvement and/or replacement of existing systems.
- Work closely with Business Analysts, customers, Group Managers, and other IT technical groups to coordinate plans and activities to repair, replace, or enhance existing technical systems.
- Estimate staff resource requirements for systems administrators, technical support specialists, other IT staff, and IT consultants to meet the primary focus or objectives of the group.
- Participate in the functional design process to ensure end-product quality.
- Approve documentation to assure it is complete, acceptable, and in accordance with standards.
- Participate in new system validation testing (post-beta) of technical solutions either currently used or being considered for use by the County.
- Maintain awareness of state-of-the-art tools, techniques, problem solving methods, and technology trends.
- Participate in the assessment of vendor-provided systems and solutions. Participate in functional designs and requirement validation.
- Estimate the resources and participants needed to achieve project goals; draft and submit budget proposals, and recommend subsequent budget changes where necessary; manage project and operating budgets.
- Perform other duties as appropriate or necessary for performance of the job.
- A broad range of information technologies including client/server computing environments, web technologies, imaging, operating systems (Microsoft Operating Systems, Unix), database systems (Oracle, MS SQL Server, Access), development tools, local and wide area networks, telephone technologies, microwave radio systems, customer service best practices, network architecture, and desktop computing environments.
- Project management methods and techniques including work breakdown structure, estimating, scheduling, resource balancing, variance analysis, and critical path.
- Performance measurements, customer service improvement practices, and help desk best practices.
- Progressive personnel management and team building styles and techniques including conflict resolution, group facilitation, meeting facilitation, work planning, and mentoring.
- Communicate clearly and concisely, both verbally and in writing.
- Read and comprehend department and County rules, regulations, policies, and standard operating procedures.
- Successfully plan and implement large, complex IT projects.
- Assess organizational needs and relate appropriate IT solutions.
- Plan, organize, schedule, and monitor tasks and resources in order to accomplish established goals and objectives.
- Develop, implement, and evaluate methods, procedures, and policies applicable to Information Technology support.
- Demonstrate effective one-on-one and group interpersonal skills. Effectively deal with people beyond giving and receiving instruction; must be adaptable to performing under stress and when confronted with persons also under stress.
- Take a broad view of all aspects of a project (e.g., technical, human resources, financial, etc.) and develop an integrated plan to ensure a successful end result.
- Supervise and mentor professional and support staff in a productive and positive manner; use strong and well developed analytical and problem solving skills.
- Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
- Six years of experience in information systems, technology, a directly related field, or in the performance of similar duties and responsibilities, including four years of experience designing and implementing large and/or complex information systems, and including two years in a leadership role supervising at least six professional resources.
- Equivalent to a Bachelor's Degree from an accredited college or university with major coursework in Business Administration, Computer Science, Information Systems, or a related field.
- Additional training or advanced coursework preferred.
- Project Management Professional (PMP) Certification preferred.
- Help Desk Manager Certification preferred.
- Certification in network design, network operating systems, and/or telecommunication technology preferred.