Information Technology Supervisor

Description This is an on-site position and the Information Technology Supervisor will work in all of the Courthouses of Monterey County.
First consideration will be given to applications received on or before Monday, January 08, 2023, at 10:00 P.
M.
After January 8th, applications will be reviewed and considered on a competitive basis weekly until the position has been filled.
DEFINITION Under direction supervises and oversees the daily activities and operations of the Court IT support staff.
Supervises staff performing a wide range of hardware, software, network connectivity and applications training and support.
Implements, leads and manages programs for all infrastructure related technology solutions.
DISTINGUISHING CHARACTERISTICS The Information Technology Supervisor is a single supervisor classification which is responsible for supervising a unit of staff engaged in performing a full range of hardware, software, network connectivity and applications training and support.
The classification coordinates, plans, schedules, and evaluates the work of assigned staff and reviews work for completeness, accuracy and conformance with court and unit standards, policies, and regulations.
The Information Technology Supervisor also establishes, monitors, and improves end-user support procedures and service levels.
The classification coordinates and integrates the planning, execution, and delivery of infrastructure and related technology projects in accordance with business priorities.
Information Technology Supervisors will also personally perform complex technical work and project management as assigned.
The Information Technology Supervisor typically works under the direction of a Court Technology Manager.
The Information Technology Supervisor is distinguished from a Court Technology Manager in that the latter classification reports directly to a Chief Information Technology Officer and plans and supervises the work of highly complex technology infrastructure functions.
Examples of Duties Positions in this class may perform any or all of the below listed duties.
These should be interpreted as examples of the work, and are not necessarily all-inclusive.
1.
Supervises and participates in developing, implementing, and evaluating project plans, work processes and procedures to achieve established unit goals and objectives in accordance with Court IT standards; prepares and maintains a variety of reports and statistical data; uses the variety of reports and statistical data to recommend best practice solutions.
2.
Coordinates and works closely with internal and external stakeholders, partners, and vendors to ensure the delivery of sound and efficient technology solutions and services to end users.
3.
Handles difficult and escalated customer relations situations, involving upset and dissatisfied customers and requiring a high degree of sensitivity and use of sound independent judgment; takes action to resolve customer complaints or ensures that appropriate action is taken by unit staff.
4.
Develops and maintains strong customer relationships to ensure effective service delivery and customer satisfaction; meets and works with users, project teams, technical committees, managers, and/or court executives to obtain feedback on levels of customer service performance; serves as a customer advocate in the resolution of user support problems and issues; analyzes problem frequencies and cause and effect data and develops proactive problem resolution processes to better achieve customer service requirements and expectations.
5.
Oversees and participates in the analysis, evaluation, and assessment of tasks required for purchase and implementation of hardware and peripherals; researches, evaluates, and orders software based on user specifications; specifies software to be tested and sets up test schedules; manages and participates in installing, configuring, and running software and hardware.
6.
Coordinates and integrates project activities with IT teams; organizes and coordinates activities across multiple user business units; may represent Information Technology on court committees.
7.
Performs system and network configurations, analysis, upgrades, deployment, problem resolution, performance monitoring, and administration of cloud resources, network & server hardware, storage, security, audio/visual, voice, applications, and communications links.
8.
Supervises the work of assigned staff and manages employee performance; plans, organizes, directs, and evaluates the work of assigned staff to ensure compliance with policies and procedures; communicates performance expectations, regularly monitors performance, and provides training, coaching, and mentoring for performance improvement and development; prepares performance evaluations and provides feedback to improve performance.
9.
Interviews and selects section staff; provides performance feedback; addresses performance deficiencies in accordance with court policies and labor agreements.
10.
Provides the day-to-day leadership and project management oversight and works with staff to ensure a high-performance, customer service-oriented work environment that supports achieving Information Technology and Court mission, objectives, and service standards; applies best practices and quality assurance processes to assigned areas of responsibility.
11.
May assist or coordinate in the preparation of cost estimates and justifications for new systems or system modifications, assists in drafting requests for proposals, evaluates responses and assists in recommending vendor selection; assists in negotiating and administering vendor contracts, monitoring vendor performance and progress; approves deliverables.
12.
Maintains up-to-date technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and participating in professional associations.
13.
Attends and participates in professional and team meetings; stays abreast of new trends, and innovations in the field of technology; and performs related assignments within area of responsibility.
14.
Perform other duties as assigned.
Minimum Qualifications & Examples of Experience and Training Any combination of education, training and/or experience which substantially demonstrates the following knowledge, skills and abilities: Knowledge of: 1.
Principles, practices, methods and techniques of customer service and customer relationship management.
2.
Operating systems characteristics, components, uses and limitations applicable to the Court technology environment.
3.
Principles, practices, and procedures for the operation of a full-service technology service desk support function, including software and procedures.
4.
Principles, practices and methods of systems administration and maintenance including hardware and software options for business and operations applications.
5.
Principles, concepts, and techniques for networking, datacenter, security, audio-visual systems administration, management and design 6.
Microsoft 365 Administration and Security.
7.
Management and automation using modern scripting languages 8.
Project management, organization, facilitation, and team collaboration skills.
9.
Principles and practices of sound business communication 10.
Principles and practices of effective supervision.
Skill and Ability to: 1.
Perform project management including scheduling, developing critical paths, tracking, contingency planning, and resource allocation.
2.
Plan, organize, integrate, and supervise assigned unit functions.
3.
Develop and implement appropriate procedures and controls to ensure accurate and complete work products.
4.
Analyze user, business, and technology needs, formulate conceptual frameworks, and recommend state of the art and cost-effective technology solutions.
5.
Communicate effectively with all levels of management and maintain and establish excellent customer relations with internal and external customers.
6.
Flexibility and adaptability to continual changing work demands or situations.
7.
Write and prepare clear, concise and accurate program documentation, and user procedures.
8.
Read and understand complex technical materials and apply knowledge derived from them.
9.
Develop and build effective work teams.
10.
Interpret and apply Federal, State, and local rules, regulations, Court policies and procedures.
11.
Principles, practices, and techniques of technical resolutions of computer systems: methods of ensuring efficient systems operation and maintenance.
EXPERIENCE, EDUCATION AND TRAINING The knowledge and skills listed above may be acquired through various types of experience, education, or training, typically: Education: Bachelor's degree in Computer Science, MIS, Business Information Systems, Business Administration or related fields preferred.
AND Experience: Option 1 Minimum five (5) years of progressively responsible and related experience supporting technology in a mid-large environment, technical support and implementation of infrastructure and related technology projects in networking, storage, servers, audio/visual, control and security systems and all standard office automation software.
OR Option 2 Three (3) years of experience in a classification comparable to User Support Technician or System Administrator with the Superior Court of California, County of Monterey Other Information REQUIRED CONDITIONS OF EMPLOYMENT As a condition of employment, the incumbent will be required to: 1.
Successfully pass a background investigation.
2.
Possess a valid current California class C license, (or) the employee must be able to provide suitable transportation approved by the hiring authority.
3.
Complete and maintain a Driving on Official Court Business form.
4.
Applicants must have a reputation for honesty and trustworthiness.
Convictions, depending upon the type, number and date, may be disqualifying.
5.
Work History: False statements or omission of facts regarding background or employment history may result in disqualification or dismissal.
6.
May be required, on occasion, to work evenings, nights and weekends.
PHYSICAL AND SENSORY REQUIREMENTS The physical and sensory abilities required for this classification include: 1.
Ability to lift and carry items weighing up to fifty (50) pounds; stoop, reach overhead, bend, crawl, climb stairs and climb ladders to access equipment; work in confined spaces; may have to move furniture in order to access wiring and/or equipment.
2.
Finger and manual dexterity to operate a computer keyboard and work with small wiring and cables; personal mobility to work in various office locations.
3.
Exposure to electrical current.
The Superior Court of California, County of Monterey offers a comprehensive benefits program including:Retirement: Public Employees' Retirement System (PERS) Holidays: 13 days per yearVacation: Accrues at the rate of 12 days per year.
The accrual rate increases after 3, 5, 10, 15, 20 and 25 years of service.
Sick: Provides salary continuation for absence due to illness and is earned at the rate of 3.
08 hours per pay period.
Supervisory Leave: 3 days per year are available, pro-rated from date of hire, non-accruable.
Medical, Dental & Vision Care: A flexible spending account – available benefits: medical/dental/vision/ prescription drugs and dependent coverage.
Life Insurance: $30,000 life insurance policy.
Deferred Compensation: A deferred compensation program is available administered by Great-West Life.
This information is not legally binding, nor does it serve as a contract.
The benefits and wages listed in the Court Personnel Policies or applicable MOU prevail over this listing.