Supervisor of IT Services
Full Time
Montgomery County, PA
Posted
Job description
- Minimum of Bachelor’s Degree in appropriate field (Bachelor’s degree requirement may be waived with significant experience in specialized area of position). Master’s degree preferred.
- Certificate(s) in Computer Science, Information Technology, Networking, Cybersecurity, and/pr industry-recognized related areas preferred.
- Minimum of 7-10 years progressive experience in related field.
- Minimum of 3 years project management experience with supervisory experience preferred.
- 3-5 years of experience with Microsoft Office applications; logical networking technologies including Microsoft Active Directory, DHCP, and DNS; systems administration including application design, integration, and cloud computing (specifically Microsoft Azure); enterprise backup and recovery procedures; and VoIP systems.
- Ability to read, analyze, and interpret professional literature, financial reports, legal documents, technical procedures, and governmental regulations.
- Must have strong problem-solving and diagnostic skills, be a self-starter, be highly motivated, need very little direction, and have demonstrated proficiency and experience in technology management.
- Ability to work in a team environment.
- Ability to work in an environment with frequent interruptions.
- Must possess valid PA driver’s license – travel to external locations as required. May be called to visit LEAs throughout the county.
- Original certificates of clearance from the State Police, Child Abuse Registry, and PDE FBI.
- Supervise the IT Services Team’s daily activities ensuring timely and professional delivery of technical support for calls on technical problems, computers, phones, core software products, and related hardware peripherals.
- Plan, organize, and direct the work of the IT Services Team by scheduling coverage; evaluating performance, and reviewing staff work for accuracy and timely completion of assigned duties.
- Train staff on areas of responsibility, new technology, and support procedures. Ensure staff provides consistent, high-quality, and professional services.
- Develop and monitor a technical learning path for staff and mentor the team to ensure consistent learning and growth.
- Manage ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Document, track, and report on software and hardware malfunctions; manage detailed descriptions of user problems, and prioritize requests according to established procedures.
- Proactively identify process improvement opportunities, including end-user training tools and documentation.
- Monitor service tickets and respond to inquiries; provide technical troubleshooting, determine urgency of requests, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
- Assist in communicating with clients on technical issues, where appropriate, to ensure clients understand any issue at hand, possible options for resolution, and expectation of time to resolution.
- Document, track, and report on service malfunctions; manage detailed descriptions of user problems and prioritize requests according to established procedures.
- Understand and apply industry-standard best practices across all technology services and supports.
- Lead daily stand-up meetings, weekly check-in meetings, and other routine team meetings.
- Coordinate all onsite technical visits for internal and external locations.
- Provide cross trainings or knowledge sharing as required to ensure system function redundancy exists.
- Oversight responsibility for after-hours onsite and remote access support of mission-critical systems.
- Maintain confidentiality with regard to the information being processed, stored, or accessed by the systems.
- Maintain system end-user documentation and business rules.
- Maintain current knowledge and a base understanding of internal and external client systems and new technologies.
- Preserve and maintain good relationships with MCIU and LEAs, technical staff, vendors, and statewide counterparts.
- Provide regular status reports on current projects and initiatives to the Assistant Director of Technology Services.
- Project a positive image of the IU and its programs and services.
- Perform other related duties as assigned by the OTS Directors.
- Competitive salary.
- Comprehensive benefits, including medical, dental, prescription, and vision insurance coverage.
- Tuition reimbursement.
- Eligibility for federal student loan forgiveness.
- Participation in PSERS (Public School Employees’ Retirement System).
- Paid time off benefits.
JobID: 985
Position Type:
01) Administrative Leadership/Supervisor
01) Administrative Leadership/Supervisor
Date Posted:
11/14/2022
11/14/2022
Location:
Lafayette Building
The
Supervisor of IT Services oversees internal and external support services, develops new solutions, and supervises the IT Services Team. This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision-making to resolve problems. The Supervisor of IT Services also develops regular reports on service tickets, ensures that service levels are met, identifies trends, makes recommendations for service improvements, and provides budgetary recommendations for service growth and/or improvement across the organization.
Lafayette Building
Qualifications:
Job Responsibilities:
Location:
The Montgomery County Intermediate Unit is located in Norristown, PA.
Salary:
$86,113/year - $101,309/year
Schedule:
Monday-Friday, 7 hours/day, 12 months (260-262 days/year)
About Us:
The Montgomery County Intermediate Unit, a regional educational service agency, provides dynamic, visionary leadership and effective, efficient services for constituent school districts, schools and students.
Why Should You Apply?
How to Apply:
Applications can be submitted online at www.mciu.org/jobs (Job ID: 985).
Please contact the Human Resources Office at jobs@mciu.org or 610-755-9307 if you have any questions or need assistance.
The Montgomery County Intermediate Unit is an equal opportunity employer and does not discriminate in hiring on the basis of race, color, religious creed, national origin, sex, age, or disability.
Key Words:
Data
Technology
School District
Montgomery County
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