Description
The Port of San Diego is currently going through a class and compensation study. The job title and job duties are subject to change.
Are you a proactive leader with a passion for delivering top-Tier IT support? We’re seeking an IT Systems Support Supervisor to oversee a team of IT support technicians and manage Tier 1 vendor services, ensuring seamless operations across the organization.
In This Role, You Will
Lead, coach, and develop a team of service desk analysts who handle incoming requests and issues related to IT systems, applications, hardware, software, and network.
Ensure that the Service Desk operates efficiently and effectively, meeting or exceeding the service level agreements and performance metrics.
Communicate and collaborate with other IT teams, departments, vendors, and stakeholders to ensure timely resolution of complex and escalated issues.
Prepare and present reports and analysis on the Service Desk performance, trends, issues, and recommendations.
Establish and maintain best practices and procedures for the Service Desk, including incident management, problem management, change management, knowledge management, and customer satisfaction.
What We’re Looking For
Leadership experience in IT support or service desk operations.
Strong problem-solving and decision-making skills in a fast-paced environment.
Ability to communicate effectively with technical teams and business stakeholders.
Experience in vendor management and IT service improvement initiatives.
Experience in managing user computing including platform ownership and software deployment.
GENERAL PURPOSE
Under general direction, plans, organizes, supervises and evaluates the work of technical and professional staff responsible for systems and network administration functions for Port computer/enterprise servers and network operating system platforms; acts as project leader on systems support projects and establishes and monitors project schedules; establishes hardware and software guidelines for the District; provides third level problem resolution and technical support services to Information Technology customers for the operation and use of personal computer and peripheral equipment, local and wide area networks, Internet and Intranet services, various server platform connections and secure dial-in access; and performs related duties as assigned.
DISTINGUISHING CHARACTERISTICS
Systems Support Supervisor supervises, coordinates, oversees and monitors staff performing systems and network administration functions for the District's enterprise servers and operating system platforms to ensure systems support services are working efficiently and effectively. An incumbent performs diverse and specialized systems and network administration work that is complex and involves significant accountability and decision-making responsibility.
Systems Support Supervisor is distinguished from Manager, Information Technology Projects in that an incumbent in the latter class is responsible for serving as overall project manager for major information technology projects and carries out project responsibilities cooperatively, utilizing project management and professional information systems expertise to achieve results.
Essential Duties And Responsibilities
The following statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
- Plans, supervises and evaluates the work of assigned staff; with staff, develops, implements and monitors work plans to achieve unit mission, goals and performance measures; supervises, participates in developing, recommends and implements plans, policies, systems and procedures applicable to unit responsibilities.
- Plans, organizes, directs and evaluates the performance of assigned staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends merit increases and other rewards to recognize performance; recommends disciplinary action, up to and including termination, to address performance deficiencies, in accordance with the Port's human resources Rules and Regulations, policies and labor contract provisions.
- Provides leadership and works with staff to create a high performance, service-oriented work environment that supports the Port's mission, objectives and service expectations; provides leadership and participates in programs and activities that promote workplace diversity and a positive employee relations environment.
- Oversees and supervises systems administration of District enterprise servers and operating system platforms to ensure systems support services are working properly; oversees the installation, configuration, integration and administration enterprise, file, print and application servers, client workstations and other devices; authorizes the creation of system objects, including data directories, files, subsystems, job and message queues, communication and work station devices; ensures operating system is performing properly; oversees the installation, testing and configuration of applications and new software functionalities to applicable server and client platforms; provides server support for databases; oversees database startups, shutdowns and recoveries; establishes, supervises, monitors and adjusts system backup and recovery procedures and schedules; supports District and departmental software applications; researches, designs and plans global software implementation; oversees the administration of user accounts, including security rights, user profiles and user/group access and rights.
- Participates with members of the systems support team, technical specialists, vendors and end users to ensure effective integration and concurrent connectivity of multiple platforms and networks; acts as project leader on automation projects, including preparing work plans and milestone charts; establishes and monitors project schedules; develops and recommends hardware and software guidelines for the District; participates in development of technology policies and procedures.
- Interviews, analyzes and documents end user system and network requirements; researches, tests and evaluates vendor hardware and software products; evaluates products for their conformance with customer requirements and compatibility with the District's operating system and network environment; makes recommendations on the selection and purchase of hardware and software; oversees and supervises large hardware and software migration and conversion projects; oversees the installation of multi-platform interfaces using Oracle and other software tools.
- Using systems management software and other tools and utilities, reviews and monitors systems performance statistics and fine tunes CPU load, memory, disk usage and input/output to achieve optimal system speed, reliability and performance; benchmarks systems and identifies and implements improvements to improve reliability and performance; assesses system capacity issues, evaluates software and other alternatives and recommends and performs hardware and software upgrades or replacements; oversees the installation and testing of operating system releases, upgrades and fixes.
- Oversees help desk functions, activities, contract personnel and staff; oversees the receipt and coordination of inquiries and requests for technical assistance from customers on computers, peripheral equipment, local and wide area networks, Internet and Intranet services, various server platform connections and secure dial-in access; researches, troubleshoots, diagnoses and resolves third-level hardware, software and network connectivity problems to minimize system downtime, including performance degradation, problems in interactions between hardware, software and network operating systems and hardware/disk failures; configures, maintains and troubleshoots servers, workstations, laptops, printers and other peripheral equipment and hardware.
- Oversees the maintenance of technical system and configuration documentation and logs to maintain the technical knowledge base; oversees documentation of network components and history.
- Acts as department liaison between District divisions, vendors and end users; coordinates with vendors on warranty repairs to network servers, workstations, hardware and other equipment.
Other Duties
- Trains end users on specialized District systems.
- Monitors trends and developments in systems, networking and multi-platform communication technologies.
- Attends technical training and ensures knowledge transfer between IT team members.
Qualifications
Knowledge of:
- Operating system architecture, characteristics, commands and components applicable to District computer platforms.
- Principles, practices and methods of systems and network administration and maintenance, including procedures for establishing network connectivity.
- Network architecture and basic theory and principles of network design.
- Basic principles and practices of systems analysis and design.
- Database management systems and software, including architectures, tools, commands and utilities, applicable to systems administration responsibilities.
- Advanced methods, principles, practices and techniques for troubleshooting and determining the causes of system, computer and PC hardware problems and device errors and failures.
- Cable and wiring standards.
- Desktop and portable computers, including hardware and software installation, operation and maintenance.
- Standard business support software, including word processing, spreadsheet, presentation, graphics and database programs.
- Federal, state and local laws, codes and regulations pertaining to the use of computer hardware and software.
- Disaster planning and recovery techniques.
- Internet/intranet technologies and techniques and network e-mail systems.
- Project management tools and techniques.
- Principles and practices of effective supervision.
- Port human resources Rules and Regulations, policies and labor contract provisions.
Ability To
- Plan, supervise and integrate the work of contract personnel and staff performing help desk functions and a wide variety of systems support services.
- Analyze complex problems, evaluate alternatives and make sound recommendations.
- Plan, organize and complete projects efficiently and in accordance with District quality standards.
- Configure, maintain, manage and tune the operations of complex operating and network systems to achieve optimal technical performance and user support.
- Understand and apply the analysis of functional requirements to the development of proposals, specifications and recommendations for efficient, cost-effective systems and technology solutions.
- Obtain accurate and complete information from customers, in person and by telephone, to identify their needs and problems and develop responses and solutions.
- Troubleshoot complex system, hardware, software and network connectivity problems and make or recommend modifications.
- Install and configure servers, PCs, peripheral equipment, devices and other technology tools.
- Prepare clear, concise and accurate program documentation, reports of work performed, and other written materials.
- Make sound, independent judgments within established guidelines.
- Communicate clearly and effectively orally and in writing.
- Work collaboratively and effectively as a project leader and member.
- Establish and maintain effective customer-focused working relationships with managers, customers, vendors, consultants, employees and others encountered in the course of work.
Minimum Requirements
Education, Training and Experience:
Graduation from a four-year college or university with a major in computer science, management information systems or a closely related field; and six years of progressively responsible experience in systems administration and/or customer support in an information systems operating environment similar in size and complexity to that of the Port. Time served as a District Intern counts towards the years of experience.
Recruitment Information
The application review process will include screening to ensure applications are complete and meet all minimum qualifications. In addition to the application, the applicant is required to complete the Supplemental Questions to further evaluate their education, training, and experience relative to the required knowledge, skills and abilities for the position. Applicants must submit answers that are as complete as possible.
Only qualified applicants who pass the minimum qualifications review, will be invited to the assessment process which may be administered by a written examination, panel interview, or any combination of qualifications appraisal determined by the Department of People Services to be appropriate. The Department of People Services will make reasonable accommodation in the examination process for disabled applicants. If you have an accommodation request, please indicate such on your application.
Depending upon the number of applicants meeting the minimum qualifications, applicants may be scheduled for one or more of the assessments listed below. Passing score is 70% out of 100% on each assessment section.
THE APPRAISAL PANEL (100%) ARE TENTATIVELY SCHEDULED FOR FRIDAY, MAY 2, 2025.
To move forward in the application process, you must complete an online application through our website https://www.governmentjobs.com/careers/portofsd Please attach a copy of your unofficial transcripts (indicating when degree was awarded) to your application or your application may be considered incomplete. Resumes may be uploaded but cannot be used in place of a completed application.
Placement On Eligible List
The Department of People Services may limit the number of qualified applicants eligible to participate in the assessment process. Candidates who are successful in all phases of the assessment process will be placed on an eligible list. The eligible list established by this recruitment will be active for a minimum of ninety (90) days or up to one (1) year, unless otherwise determined by the Director pursuant to Rule 8, Section 4.
EQUAL EMPLOYMENT OPPORTUNITY
The District firmly believes in, and is committed to, the principles and practices of equal employment opportunity and nondiscrimination. It is the policy of the District to recruit, hire, train, and promote persons in all job classifications without regard to age (40 and above), ancestry, color, disability (mental or physical), gender (including identity, appearance, or behavior, whether or not that identity, appearance, or behavior is different from that traditionally associated with the person's sex at birth), marital status, medical condition, military status, national origin, pregnancy, race, religion, sexual orientation, genetic information, or veteran status.
PHYSICAL AND MENTAL DEMANDS
Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the hiring department to accommodate the limitation.
Resolution #: 2014 - 130
Dated: June 10, 2014
