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IT Support Manager

2 months ago

Green Bay, United States COUNTY OF BROWN Full time

JOB REQUIREMENTS: Job Summary The IT Support Manager ensures the streamlined operation of the IT Department making sure IT is in alignment with customer-focused objectives and the IT Vision, a collaborative partner delivering innovative ideas, solutions and services to simplify Brown County user\'s lives. This individual will plan, design, coordinate and align resources to support the daily activities of the support team. The manager will work closely with customers and decision makers to identify and implement strategic technology solutions to increase scalability, cultivate growth, modernize technology, and reduce technical debt. Essential Duties Plans, directs, and administers the ongoing operations of the Information Technology Department. Provides ongoing measurement of appropriate employee productivity and workload to ensure departmental efficiency and timely completion of projects. Management of assets and inventory, and maintenance scheduling and repairs. Collaborate with operations and support teams to provide direction/support, streamline processes, gain efficiencies and enhance the overall user experience; Manage and maintain the systems and processes that enable management & security on the endpoints. Interface with internal customers to provide support, training and technical expertise for services provided and identify emerging technologies that may be applicable to the business. Review metrics associated to services provided and drive continual service improvements regardless of where the technology components, skills, or processes reside. Maintain documentation, including operational procedures, knowledge articles, user reference guides and project plans. Actively support and maintain the environments for standard IT organization\'s desktop products Support customers with day-to-day operations and support in Incidents and Tasks. Assist IT in Disaster Recovery Planning and Testing, Incident Response planning, testing and tracking. Takes lead in operational planning, including fostering innovation. Oversees that the service incidents and requests are being addressed and resolved in a timely manner, building O/SLA (Operational / Service Level agreements) Manages, identifies and proactively anticipates systemic and technical issues. Monitors quality of service through data collection and analysis with the intent on quality assurance and improvement. Works with outside vendors to assure proper coverage of security/compliance with technical support agreements. Recommends policy and procedures related to the use and security of County IT Systems. NON-ESSENTIAL DUTIES: Performs related functions as assigned. ***** OTHER EXPERIENCE AND QUALIFICATIONS: Problem-solving skills and an analytical mindset. Project planning and management skills. Excellent leadership, prioritization, and organizational skills. Ability to communicate to tech-savvy and non-technical staff. Knowledge of the procurement process and the ability to develop and negotiate contracts with vendors. Skill in developing policies and procedures for information technology. Skill in developing budgets in a local government environment. Skill in employee supervision and management, using a consensus building, team-oriented approach. Ability to establish and maintain effective working relationships with staff, peers, management, various agencies, community professionals, officials, and the public. Ability to manage complex technology projects. Ability to manage support for large numbers of PC users; knowledge of best practices for PC installation and maintenance and help desk management. Ability to develop training programs and effectively train staff. Ability to communicate effectively both orally and in writing. Ability to work required hours of the position. PHYSICAL DEMANDS: Lifting 50 pounds maximum with frequent lifting and/or carrying of objects weighing up to 25 pounds. Ability to move withi a confined area. Intermittent sitting, standing and walking; occasional driving. Must be capable of using hand(s)/feet for repetitive single grasping, fine manipulation, pushing and pulling and operating controls. ***** APPLICATION INSTRUCTIONS: Apply Online: www.browncountywi.gov