IT Support Manager

Job Description

Veterans' Preference Applies

EEO Statement

The City of Delray Beach does not discriminate on the basis of race, color, national origin, sex, religion, age or disability, marital status, family status or sexual orientation in employment or the provision of services

Non-Smoking

The City of Delray Beach is a Non-Tobacco Workplace. The City will not consider applicants who have used tobacco or nicotine products for a period of at least three months prior to application for employment. The definition of "tobacco or nicotine products" includes but is not limited to, cigarettes, cigars, chewing tobacco, pipes, snuff, e-cigarettes and nicotine patches or gum.

This is a high-level internal IT support position that is responsible for technical support of City of Delray Beach computer environment and line-of-business applications.This position requires managerial skills, as well as, excellent technical skills in multiple hardware and software environments. This position manages staff which installs and maintains software and performs related administrative network tasks. Plans and oversees the development and support of hardware functions of the IT Support Team. Provide technical guidance and leadership to technical staff and acts as a technical resource when needed. Work is performed under the general supervision of the Assistant It Director.

Essential Job Duties

The following duties are normal for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Responsible for day-to-day activity of the Service Desk, including Work order distribution and reporting.

• Supervise the IT Support team on daily tasks, projects and evaluations.

• Directing and assisting the IT Support Team in resolving more difficult, complex technical problems.

• Manages process for communication outage/emergency to the organization.

• Oversee and perform incident trend analysis, ensuring root cause identification and corrective action.

• Processes Service requests and keeps users informed about their incidents' status at agreed intervals

• Provides excellent customer service.

• Handle applicable Service requests and aid users in accessing vendor support.

• Working with the IT Support Team to roll-out applications, including but not limited to, verifying hardware requirements met; installing client components; managing, user rights, and group profiles; assisting users with configuration; coordinating with database administrators for extraction and reporting; and preparing and maintaining documentation.

• Advise users on availabilityof software updates and apply as needed. Ensure that all required updates are applied.

• Coordinate with the Infrastructure Services Team in preparing, maintaining, and applying deployment packages.

• Provide support for all departmental specific applications as required.

• Provide consultation to the user departments in planning for application implementation.

• Coordinate with other technical staff in identifying and resolving problems that may be related to conflicts between the applications and client or server operating systems or network infrastructure.

• Configure and maintain Group Policies and user login scripts.

• Responsible for PC and laptop images.

• Responsible for Mobility, including but not limited to, laptops, tablets, smartphones.

• Responsible for printers, copiers, scanners, cameras and other peripherals that attach to the City of Delray Beach computer network or PC's.

• Responsible for user acceptance testing of all images and software deployments.

• Responsible for Security administration of network and applications, including but not limited to, Active Directory users and computers moves/adds/changes, and application/ERP moves/adds/changes.

• Responsible for VoIP telecommunication and Unified Communications moves/adds/changes.

• Responsible for all meeting broadcasting, video conferencing and Audio/Video support.

• Responsible for end user training, including but not limited to, general PC usage, printer/copier usage, application usage.

• Responsible for performing computer system work management, security, device configuration, communications, hardware/software installation, trouble shooting and associated tasks.

• Establish policies and procedures as they pertain to system management.

• Analyze, trouble shoot, repair and maintain all mission critical computer hardware/software.

• Responsible for maintaining and verifying computer hardware/software inventory.

• Install, upgrade, maintain, trouble shoot, and repair computer software applications, hardware and peripherals

• Adheres to ITIL and ITSM practices.

• Remains current on technology and training pertaining to this position.

• Perform all functions and responsibilities according to the, Palm Beach County Code of Ethics and Florida State Statutes 112.313.

• Fosters positive employee relations and employee morale on a City-wide basis.

Minimum Qualifications

• Computer Science Associate's or Bachelor's degree or equivalent.

• Minimum of five (5) years' experience in application deployment.

• Must possess a valid Florida Driver's License and necessary transportation in order to travel to remote sites.

• Experience working with Microsoft Server, Microsoft SQL Server, Microsoft Office.

• Experience working with IIS, SharePoint, or Office 365 is a plus.

Ability to establish and maintain effective working relationships and interact well with colleagues and users. Ability to communicate effectively in oral and written form. Ability to understand and follow moderate to complex oral and written instructions. Ability to manage and prioritize routine, specialized, and complex assignments and problems. Ability to organize tasks in a logical and systematic manner. Ability to understand and adhere to procedures and policies. Skill in supporting and training end-users in the use of multiple applications. Skill in using Microsoft Office applications. Ability to adapt to an evolving and continually improving environment.

The abilities expected of all employees include being able to respond to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with stated policies, be appropriately groomed and attired so as to present a professional image in accordance with the organization's mission, goals, and policies; report for work promptly and properly prepared at the time and place required by the assignment or orders; notify the appropriate supervisor of intended absences in accordance with stated rules; conform with standards and rules regarding use of accrued time; demonstrate a polite, helpful and courteous manner when engaged in any activity with the public; operate and care for equipment to manufacturer's specifications and/or within the specified parameters; demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and colleagues.

A comparable combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position, may be substituted for the minimum qualifications.

Supplemental Information

Physical Demands/Work Environment:

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. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is occasionally required to walk and stand. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

SELECTION GUIDELINES:Formal application, rating of education and experience; oral interview and reference check; job related tests might be required. The job description does not constitute an employment agreement with the employer, and requirements of the job change.