Software Support Group Manager
Supervises software development technical staff to ensure that their area's services are consistently provided at the expected levels. Ensures Division, Departmental, and Group policies are adhered to by the group, and that standard procedures are followed to best meet internal and external customer requirements. The Group Manager will supervise area technical analysis, research, and services, and develop policies and procedures with other IT management staff. They will assign staff 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. Staff relies on the Group Manager to supervise their objectives, prioritize their work, mentoring, core competency training, and to resolve conflict with customers or other IT staff. Consistently works with other Group Managers as 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. The Group Manager maintains a general understanding of the technology or systems supported in their area. The Software Support Group Manager specializes in support and maintenance of County business software applications to maintain optimal performance and data integrity. The primary focus of this manager is to supervise staff to maintain existing and new software applications, intra and extranet web services, and the development of specialized report requests. The secondary focus for this manager is to supervise staff who complete work orders, who manage software projects that are small is scope and duration, and who act as technical staff on large software projects.
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 Software Application Services Department Head.
- Exercises direct supervision over staff.
- Exercises indirect and direct supervision over assigned project staff.
- Assign and supervise activities of technical 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 for software development/support/GIS 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 a group of software development/support/GIS technical staff including setting priorities, distribution of work assignments, and the reporting of group activities; assign work orders to team member to fix or enhance existing applications, implement new applications, act as the primary contact for Business Analyst service requests, implement planned vendor-supported system upgrades, and other system maintenance requests.
- Accountable to ensure that the staff 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.
- Develop and maintain productive working relationships with project sponsors, County management, business analysts, and customers
- Regularly meet with IT Group Management to understand, manage, and ensure the success of cross-group projects and that work orders are complete and accurate, 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.
- Manage projects to implement approved project proposals or work plans by developing schedules, identifying funding and staffing requirements, and establishing procedures for accomplishing work.
- Develop work plans and objectives for staff and perform employee performance reviews and provide feedback, career development, and training direction.
- Develop and present business cases to the Technical Advocacy Board.
- Estimate staff resource requirements for programmer-analysts, other IT staff, and IT consultants to meet the primary focus or objectives of the group.
- Participate in the development process review cycles (analysis, design, and documentation reviews) to ensure end-product quality.
- Prepare regular project status reports on internal projects, group member work plan mix changes, and forecasts of future group member talent or time utilization.
- Actively communicate any process, software, or hardware system changes as required through the IT change control process.
- Participate in the assessment of vendor-provided application systems, application development tools, operating systems, and database production systems to offer new solutions to County business problems.
- 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 (Visual Basic, Oracle Forms and Developer, CASE, Active X, Java, and HTML), local and wide area networks, and geographic information systems. GIS technologies include ESRI software expertise (ARC/INFO, ArcGIS, ArcSDE, ArcIMS, ArcExplorer).
- Project management methods and techniques including work breakdown structure, estimating, scheduling, resource balancing, variance analysis, and critical path.
- Strong and well developed analytical and problem solving skills.
- Performance measurement and customer service improvement practices.
- Progressive personnel management and team building styles and techniques.
- Current information systems and software development methods such as Structured Analysis, Prototyping and Rapid Application Development, and Object Oriented Analysis and Design.
- The operation, use, application, capabilities and limitations of information systems for packaged and custom systems. The GIS Group Manager will have knowledge in Geographic Information Systems and mapping techniques, cartographic map production, spatial analysis, spatial-data query principles and practices.
- Federal, state, or local government business.
- 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.
- Provide consistent status on staff resource utilization, projects, work orders, and research as required.
- Apply the skills and abilities at the level of a Senior Application Programmer Analyst.
- Demonstrate one-on-one and group interpersonal skills. Requires the ability to 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 product.
- Supervise and mentor professional technical staff who focus on multiple, complex software development, and implementation plans to accomplish Division/Department project goals and requirements.
- Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
- Eight years of experience in information systems, technology, a directly related field, or in the performance of similar duties and responsibilities. Six years of experience developing and implementing large and/or complex information systems. Two years in a leadership role supervising at least four professional technical resources.
- Bachelor's Degree from an accredited college or university with major coursework in Business Administration, Computer Science, Information Systems, GIS, or course work that required the development or adaptation of computer programs and systems or equivalent where two years of experience can substitute for one year of education.
- Additional training or advanced coursework desired.
- Project Management Professional (PMP) Certification preferred.