Information Technology Supervisor - Help Desk

INFORMATION TECHNOLOGY SUPERVISOR ? HELP DESK

*Provisional Appointment*
Incumbent must apply during the job announcement open/close period, participate in the examination process, and be reachable on the eligible list in order to be officially appointed into the position and begin the probationary period.


General Position Description:
This position reports to the E-Government and Business Services Manager. The work area of this position will be located in OCIT's Help Desk. The Help Desk supervisor oversees 10 Information Technology Customer Support Specialists. 

The successful applicant must have experience in supervising Help Desks / Call Centers, a strong background in various Information Technology platforms, experience in supervision, team building, and excellent communications skills.


Overall Duties and Responsibilities:
This position will be responsible for supervising the Help Desk, employee evaluations, approving overtime, handling personnel issues in accordance with County polices and OCIT HR procedures, approving and tracking staff training, facilitating staff meetings, interfacing with external customers regarding work requests, and providing technical guidance. Familiarity with OCIT policies and procedures in the areas of supervision, security, and change management will be vital in this position.

Distinguishing Characteristics:
This is a supervisory level class. Primary responsibilities are supervising, assigning, reviewing and coordinating the work of the Help Desk. Work includes scheduling and supervising staff. This class differs from the Information Technology Manager in that the level and scope of responsibilities and authority are limited to assigned sections. The Information Technology Supervisor differs from the Senior Information Technology Technician in the broader overall responsibility and supervision exercised and in responsibility for training employees and coordinating section assignments.

NOTE: The following duties are typical of those performed by incumbents in these classes. Other related duties may be performed. Not all duties listed are necessarily performed by each individual.

DUTIES:

1. Supervision
* assigns, directs and reviews the work of subordinate employees
* plans and carries out the training and development of employees
* evaluates employee work performance
* plans, schedules and coordinates work operations
* solves problems related to the work supervised
* determines material, equipment and facilities needed
* explains and gains the support of employees for management policies and goals such as cost reduction and safety
* works to achieve the objectives of County-wide programs and policies

2. Advice To Management
* establishes program and production goals, priorities and major work schedules
* develops cost and budget analyses or forecasts
* determines long-range staff requirements

3. Participates in projects related to assigned responsibilities.

4. Coordinates resolution of complex and technical problems and system changes that affect the work unit.

5. Monitors and enforces security procedures

6. Coordinates the use of training resources that include facilities, equipment and staff.

7. Provides data and justification for unit budget.

8. Determines needs and develops plans to meet the needs of customers.


KNOWLEDGE OF:
* Principles, practices and techniques of supervision
* Principles and practices of leadership and conflict resolution
* Team dynamics and team building
* Customer satisfaction survey methods
* Operating and networking systems
* Computer equipment and software
* Network concepts and principles


ABILITY TO:
* Supervise work of employees
* Communicate effectively orally and in writing
* Identify problems and oversee correction
* Read, write and speak in English

 

Required Technical Skills and Experience:

* Extensive technical experience in desktop operating systems, and applications
* Experience supporting Local and Wide area networks

* Experience supporting computer networks

* Experience in various Help Desk applications

Additional Highly Desirable Skills and Experience:
Experience with project management; general familiarity with Intel server and midrange server platforms in a data center environment; familiarity with raised floor space management and related safety and security best practices.

Minimum Qualifications:
Either: Four years technical experience in information technology operations and control of a medium to large scale computer system. Of the four years,

* Two years must have included responsibility as a lead worker or supervisor, and
* One year of experience must have involved the training of users in computer applications.

Or: Four years experience training users in computer applications including one year experience supervising employees.

Or: Two years experience in the class of Information Technology Customer Support Specialist Level II, or in a position performing the equivalent full-time duties, in Sacramento County service as verified in writing by the candidates manager.

Or: One year experience in the class of Senior Information Technology Technician, or in a position performing the equivalent full-time duties, in Sacramento County service as verified in writing by the candidates manager.


SPECIAL REQUIREMENTS

Criminal History and Background Check

Applicants for positions in this series must pass a criminal history and background check that may include a Computer Voice Stress Analyzer (CVSA) examination and contact of prior employers and personal references. Applicants will be fingerprinted for purposes of search of local, state and national fingerprint files to disclose any criminal record. A classifiable set of fingerprints shall be furnished to the Department of Justice and to the Federal Bureau of Investigations.

Hours of Work

Incumbents may be required to work irregular hours and on-call.

Resumes must be emailed, faxed, or mailed to:
OCIT Human Resources
Attn: Gloria Cain
799 G Street
Sacramento, CA 95814
CainG@saccounty.net
FAX: (916) 874-9086DEADLINE: August 18, 2006