Note: This position will remain open until filled. First review of applications is scheduled to occur for applications received before 5:00 PM on March 11, 2025 and will be reviewed on an on-going basis until the position is filled. This recruitment may close at any time after that date, once a sufficiently strong candidate pool has been established. Interested applicants are encouraged to apply as soon as possible!Information Services Department
The Information Services (IS) Department provides essential internal services to all City departments by integrating people, processes and technology to increase efficiencies and effectiveness, serving as the technology foundation that enables the city to function securely and reliably. We recognize the importance of partnering with city departments to develop technology solutions that are innovative, secure, reliable, cost-effective and scalable. We believe in the concept of future-proofing these solutions to ensure a sustainable working model that continues to deliver successful results.
Information Services is organized into four divisions: Administration, Infrastructure Systems, Technology Engagement & Support, and Business Applications. Additional responsibilities such as administration, cyber security, Geographic Information Systems (GIS) and public safety are distributed equally throughout the department. This balanced approach ensures a comprehensive and integrated delivery of services to meet the diverse needs of the city.
We are seeking an experienced IT Supervisor to lead our Technology Engagement & Support department. This team provides comprehensive helpdesk and technical support for a variety of software and hardware used by City employees. Key functions include offering technical support for end-user appliances, troubleshooting services, and managing the lifecycle replacement of desktops, laptops, cell phones, and other devices. The department also supports computer operations across all City facilities and provides technical assistance for Citywide special & spontaneous events. If you are technically proficient and passionate about IT customer service and operations, we encourage you to apply for this exciting opportunity.
The Position
We are seeking a skilled Information Technology Supervisor to lead our TechnologyEngagement & SupportDivision. This role requires a strong technical background and experience in managing a large-scale enterprise PC and end user appliances environment. Responsibilities include supervising staff, monitoring customer interactions, managing the ticket system for efficient issue resolution, collecting data, and preparing performance reports. The supervisor will identify opportunities to enhance customer service procedures, recommend improvements to management, assist with budget preparation, and set best practices for managing PCs, laptops, and mobile devices. A significant focus will be on enterprise PC management for 1000+ users, encompassing advanced Active Directory management with multiple forests, patching, and inventory control.
The Ideal Candidate will be technically proficient, adept at managing large-scale PC deployments, and have recent supervisory experience in a call center and/or end-user appliances division within a mid to large enterpriseecosystem. They should excel in managing large-scale software rollouts, ensuring seamless installation and configuration with minimal disruptions. Essential qualities include leadership in both on-premises and cloud transformation initiatives, ensuring timely and budget-compliant system upgrades, migrations, and installations. A proactive approach to process improvements and implementing technology management best practices is highly valued. Additionally, candidates with the following qualifications will be preferred: Experience managing 500+ PCs.
Expertisein Active Directory group policies scripting.
Proficiency with patch management tools like SCCM or equivalent.
Proficient with ticketing systems such as ServiceNow or equivalent.
Experience with Mobile Device Management (MDM) solutions such as Intune or equivalent.
Proficiency in managing Office 365.
Asset management skills, including control and inventory management.
Experience with enterprise Windows 11 deployment and rollout.
Key involvement in developing and maintaining comprehensive disaster recovery and business continuity plans is preferred.
Excellent verbal and written communication skills, with a proven record of resolving customer issues professionally while effectively coaching and mentoring team members.
Education: Bachelor’s degree from an accredited college or university. Major or coursework in computer science, information systems technology, or other directly related field is desirable.
Experience: Four (4) years’ experience in a complex information technology systems environment with related experience in area of responsibility, including two (2) years’ supervisory experience.
License/Certificates: Possession of a valid class “C” California driver license with an acceptable driving record required at time of appointment and throughout employment.
SPECIAL CONDITIONSEmployees must be able to respond to emergency services call out.
Employees must pass a comprehensive public safety background investigation conducted by the Police Department.
APPLICATION & SELECTION PROCESS- Application Review
- Examination(s) - An oral examination will be scheduled when a sufficient number of qualified applications have been received. At that time, the candidates best meeting the City's needs will be invited to participate in the selection process.
- Selection Interview
- Comprehensive Public Safety Background Investigation
- Appointment
