IT Support Senior Manager

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

Job Information

Title:

IT Support Senior Manager

Market Range:

IT17

Approved Date:

2/4/2021 5:52:37 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M3

Career Level Description:

Management Level 3

Job Code:

100484

Job Family:

Information Technology

Sub Family:

End User Support

Primary Purpose

Manage the Customer Services groups of the Wake County Information Services department and serve as a member of the IS Department Leadership Team. This includes planning, directing and coordinating the delivery of all services provided by Help Desk, Telecom, Desktop Support, and Computer System Administrator work groups to ensure the successful implementation of the Customer Services aspects of the IS Department Business Plan. Partner with senior management and IT staff to enhance administration and overall desktop strategy that supports and optimizes business operations.

•

Direct and lead the activities of the  Help Desk, Telecom, Desktop Support, and Computer System Administrator work groups.

1

40%

•

Lead special projects as assigned.

3

30%

•

Communicate strategically with IS Leadership Team on topics related to policy, staffing, and budget.

2

10%

•

Manage Computer Equipment Replacement budget and 7-year CIP Budget Roadmap.

4

10%

•

Perform technical review for project, RFP development and review, and general documentation.

5

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:

M3

Career Level Description:

Management Level 3

•

Leads Work Groups through other supervisors, managers, and/or professionals.

•

Creates and manages the execution of operational plans for a Work Group that support the achievement of the Division strategy.

•

Typically contributes to overall Division budget planning.

•

Responsible for making moderate to significant improvements of processes, systems or standards to enhance performance of Division.

•

Introduces new ideas and creative solutions to stimulate discussion and thinking in both internal and external situations.

•

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

•

Influences others regarding the area of responsibility’s practices and approaches.

•

Achieves goals through managing a team comprised of managers and/or professionals.

•

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

•

Requires broad management knowledge to lead project teams in one Work Group. Typically has master-level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.

Qualifications

•

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

•

Four years of experience in information systems design and administration, including five years of supervisory experience

•

Equivalent education and experience are accepted

•

Professional interpersonal, verbal and written communication skills

•

Excellent time management skills, exceptional organization, and keen attention to detail

•

Ability to approach work with a problem resolution mindset while taking ownership, researching, and resolving issues

•

Strong project management, organizational, time management and follow-up skills

•

Ability to gather, document, and translate business requirements into actionable projects or tasks

•

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

•

Strong time-management and prioritization skills, able to multi-task and prioritize competing requirements and meet deadlines.

•

Excellent interpersonal, verbal and written communication and presentation skills

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

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

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.

Organizational Understanding

Understands agendas and perspectives of others, recognizing and effectively balancing the interests and needs of one's own group with those of the broader organization.

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.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

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 significant impact on a department's credibility, operations and/or services

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

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