IT Support Manager

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

IT Support Manager

Market Range:

IT16

Approved Date:

2/9/2021 2:34:45 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M2

Career Level Description:

Management Level 2

Job Code:

100483

Job Family:

Information Technology

Sub Family:

End User Support

Primary Purpose

Manage the staff and activities of members of the Wake County IT Support Team.  Plan, coordinate and manage the delivery of IT Support Services including desktop, helpdesk, telecom, systems administration and engineering.  Research, recommend and oversee hardware and software purchases, replacement cycles, upgrades, security compliance and disaster recovery planning.  Maintain and leverage an understanding of current technology and trends to ensure that solutions meet the customer need and are fiscally responsible.  Provide budget input and assistance with technology roadmaps to future proof the County's IT investments.  Maintain a strong workforce by recruiting, interviewing and selecting appropriate candidates.  Encourage staff development and provide opportunity for upward mobility by mentoring, developing work plans, completing performance evaluations, providing training opportunities and giving both positive and constructive feedback.  Develop and maintain strong working relationships with vendors, customers and IT peers.  Manage projects to successful completion by providing technical feedback, overseeing service delivery, and communicating with customers and peers to facilitate the adoption of technology and minimize the impact of change.

•

Manage the staff and day-to-day activities of the IT Support Team.  Plan and oversee service delivery and ensure exceptional customer service levels.  Identify and correct any service deficiencies and seek out opportunities to improve the County’s overall IT posture.

1

25%

•

Research, recommend and manage the delivery of hardware and software solutions that are modern, secure, sustainable, recoverable and aligned with the County’s business needs.  Ensure that roadmaps are in place for supported technology and participate in associated budget planning.

2

20%

•

Manage projects to successful completion by providing technical oversight and input, overseeing deliverables, managing staff, communicating with peers and customers, limiting the impact of change and promoting the adoption of technology.  Create required change management and disaster recovery documentation and keep project and application portfolios up to date.

3

15%

•

Encourage staff development and provide opportunity for upward mobility by mentoring, developing work plans, completing performance evaluations, providing training opportunities and giving both positive and constructive feedback.  Maintain a positive and productive workforce by hiring appropriate candidates and fostering teamwork among colleagues.

4

15%

•

Build and maintain excellent working relationships with IT peers, County staff and vendors.  Leverage collaborative work partnerships to identify best fit technology solutions and facilitate service delivery.  Represent the IT Support team in meetings with IT peers and customers. 

5

15%

•

Enhance personal proficiency and knowledge of systems and technology.  Stay current with IT industry trends and explore ways to effectively apply new technologies to the work of Wake County Government. 

6

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M2

Career Level Description:

Management Level 2

•

Fully accountable for implementing operational plans for a Work Group with measurable contribution on Division results.

•

May have budget accountability.

•

Responsible for making moderate improvements of processes, systems or standards to enhance performance of the Work Group.

•

Supports and utilizes the innovations of others to improve on solutions, approaches and technologies.

•

Communicates within and outside the Work Group, and may communicate with other parties within the Division.

•

Sometimes requires ability to influence others outside of own job area on policies, practices and procedures.

•

Manages professionals. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and reward authority for direct reports.

•

Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area. Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.

Qualifications

•

Bachelor's degree in Computer Science, Information Systems, Computer Engineering or related field

•

Four years of experience in IT support

•

Equivalent education and experience are accepted

•

Exceptional people skills including the ability to build and maintain relationships and manage staff to promote a positive and productive work environment.

•

Strong written and verbal communication skills.

•

Critical thinking with strong troubleshooting and problem-solving skills.

•

Demonstrated knowledge of issues management including proactive planning, resolving or developing work-arounds for issues reported by end users.

•

Broad knowledge of enterprise IT system(s) and understanding of how systems impact/integrate with each other.

•

Strong knowledge of change management best practices and ability to manage transition to minimize impact/downtime.

•

Experience developing IT solution roadmaps and associated budgets.  Experience purchasing and managing IT assets.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Project or Program Management

Structures and directs others’ work on projects or programs.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Technology Management

Keeps up-to-date on technological developments. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X