Position Summary:Under the general direction of the IT Director, the IT Operations Supervisor Supports CAPSLO’s mission by overseeing the activities of Information Technology staff. Maintains hardware and software budgets and oversees hardware maintenance. Supervises the efforts of Computer Technicians, Vendors and Contractors in installing, modifying, enhancing, and customizing operating system software. Responsible for evaluating, planning and ensuring technology requirements meet the agency’s needs and to meet industry best practices for technology systems. Ensures the security of CAPSLO computer data and account information. Coordinates with management to establish and implement operating system goals and objectives. Trains, assigns and supervises technical support staff and field technicians.Required Education and Experience:Associate’s degree and three years OR a combination of education, certification and five years of Information Technology experience with PC hardware and software configuration, troubleshooting and analysis, computer system repair and network support functions.Must have experience in providing technical assistance to non-technical individuals in a dynamic environment.Preferred Education and Experience:A certification, Microsoft MCSA or role-based equivalentAt least one year of supervisory/management experienceLicense & Certifications:Must have dependable, insured transportation and valid California Driver’s License (mileage to be reimbursed) and acceptable driving record. A DMV printout and proof of insurance will be required.Essential Functions:Effectively supervises the technical support of CAPSLO’s computer systems.Analyzes data and assesses CAPSLO’s information, reporting, and systems needs.Analyzes business functions and management information needs and seeks new and more effective systems solutions. Breaks down business needs and organizes them into technical support tasks.Under the direction of the IT Director, maintains the budgets for system hardware and software, hardware maintenance, and technical support education and training.Oversees Systems Specialists, Vendors and Contractors in analyzing, reviewing, enhancing, and tailoring existing systems to increase operating efficiency or to adapt to information needs.Plans, documents, and implements a business recovery strategy to resume operations of computer platforms in the event of a disaster or similar contingency.Ensures systems operations are performed in accordance with established standards, policies, and procedures.Implements programs, procedures, and controls to ensure that data and information are secure.Ensures systems integrity and performance. Works with management to develop long-term plans for CAPSLO’s computer system platforms.Supervises Information Technology personnel, ensuring optimal performanceTrains, develops, and supervises staff.Conducts performance reviews as required.Formulates and implements employee corrective actions as needed.Provides leadership and motivation to employees through effective delegation and goal setting.Conducts regular staff meetings and ensures that commitments to users and Department goals are met.Establishes and maintains good communication and coordination with management, area staff, and system usersResponds to phone calls, emails or messages in a professional and timely manner.Keeps management informed of significant problems and progress attained in reaching established objectives. Provides recommendations to establish new and more effective systems and future equipment needs. Suggests systems-related procedures and changes.Responds to management’s requests and follows through promptlyCoordinates technical support and data security processes with Information Technology personnel.Provides regular updates on status of projects. Communicates information to appropriate parties.Resolves problems and concerns. Provides assistance and support to management and users as required. Ensures systems meet management’s requirements and are completed on schedule.Ensures good communication regarding project status and deadlinesActs as a consultant and resource to management.Attends and participates in meetings and committees as required.Responsible for planning, organizing, monitoring, and managing all phases of Information Technology projects. Meets with vendors and team members to gain understanding and knowledge of projects and to determine platforms, components, software applications, technologies, and security measures.Performs thorough research and analysis to ensure the most effective technologies and methods are employed. Clearly communicates constraints, conflicts, requirements, compatibility issues, and items which could affect project outcome, final performance level, or staff satisfaction. Offers appropriate alternatives and contingency plans.Identifies scope of project and develops documents outlining key project objectives, goals, plans, requirements, proposals, estimates, schedules, and budgets. Makes presentations, submits requests, and gains necessary approvals. Ensures estimates of time, cost, performance level, and materials are accurate and meet project requirements. Makes modifications to plans and schedules as necessary.Assembles project team, makes work assignments, and effectively supervises and coordinates activities. Provides necessary training on project objectives, processes, and details.Successfully monitors project status and adherance to schedules, requirements, and deadlines. Communicates progress to appropriate personnel and/or vendors. Effectively manages and communicates design changes. Measures results and makes adjustments as necessary.Maintains accurate and complete records during the development process. Ensures related oral and electronic communications regarding project requirements, design changes, problems, solutions, etc. are securely maintained and readily available for review.Sets up and coordinates effective testing to evaluate system performance, fulfillment of project requirements, and elimination of bugs. Ensures test plans are well-documented, relevant to application, and in compliance with policies and procedures. Analyzes test results, identifies problems and conflicts, and provides solutions. Ensures problems are resolved quickly and effectively. Repeats testing as needed.Coordinates and manages creation of related documentation. Ensures accurate technical information is gathered and disseminated to management and staff. Ensures final documents are thoroughly reviewed, accurate, complete, and user friendly.Monitors contracts and maintains project budgets. Requests approval for Purchase Orders and change orders.Other related duties as required or assignedStays informed of changes in systems and related trends in computer technology.Ensures work area is clean, secure, and well maintained.Coordinates and completes special projects as assigned.Responsibilities and Duties: Current systems are continually and effectively analyzed to ensure that information needs are met. Systems are updated, enhanced, and customized as needed.Information Technology goals and tasks are completed on schedule. Data and system integrity are maintained.Management and users can effectively utilize established systems.Good working relations exist with management. Management’s concerns are promptly addressed and any problems effectively resolved.Required reports and documentation are complete and current.Management is appropriately informed of area activities and of any significant problems. Recommendations for improvements in policies, procedures, and system functions are provided.Defines, prioritizes, schedules, and monitors multiple technical projects; maintains project plans/schedules; and delivers status updates to management.Information Technology personnel are effective and well-supervised.Ensures adherence to CAPSLO’s policies and procedures as well as to applicable state and federal laws and regulations.Actively monitors ticket group queue and utilizes ticketing system to document work and facilitate communications with end users.Maintains detailed and accurate equipment inventories.Maintains software license compliance.Understands, upholds, and continues working toward accomplishing the mission, strategic goals and performance measures of the agency. As a supervisor, must assure all direct reports understand their role in accomplishing the above.Use reasonable precautions in the performance of one’s duties and adhere to all applicable safety rules and practices; and act in such a manner as to assure at all times maximum safety to one’s self, fellow employees, clients and childrenKnowledge, Skills and Abilities:Required Knowledge:Strong operational knowledge of Microsoft Windows Operating SystemsAble to install and configure OSCapable of troubleshooting OS errorsStrong operational knowledge of Microsoft Office SuitesAble to install and configure Office applicationsHave a working knowledge of standard functions within Excel, Word, Access, PowerPoint, and other M365 applicationsStrong operational knowledge of NetworkingPossess an understanding of network protocols related to the Microsoft Windows environmentAble to use standard network test equipment & proceduresKnowledge of Microsoft Server Suite AdministrationMust have knowledge of Active Directory and/or Azure Active DirectoryUnderstanding of agency operations and information needs.Thorough understanding of programming and information systems.Thorough knowledge of business software applications.Skills and Abilities:Strong analytical and problem-solving skills.Well organized.Solid project and personnel supervisor abilities.Good communications skills.Able to read papers, periodicals, journals, and manuals.Able to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using proper speech.Able to diagnose/correct problems and optimize services across the technical stack (desktop, network, servers, storage, etc.).Able to assist and train others.Able to use PC and server operating systems, computer hardware, and all related technical equipment.Able to work a primarily on-site schedule of 40 hours per week, Monday through Friday, 8:00am-5:00pm.Demonstrates strong initiative, able to work independently, manage multiple projects, meet deadlines, and determine priorities in a fast-paced environment.Able to coordinate well with other departments and personnel.Able to relate well to all people of the community regardless of color, national origin, religion, sex, pregnancy, age, marital status, veteran status, sexual orientation, disability or socio-economic level.Supervisory Responsibility:The IT Operations Supervisor has supervisory responsibility over Information Technology Department’s technical support staff and field technicians.Work Environment:Although most work is to be performed in a temperature-controlled environment, must be able to work under hazardous conditions including high places, chemical exposures, electrical current, moving machinery, exposure to blood, etc.Physical Demands: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.Physical:Position requires intermittent sitting, standing, walking, twisting, and bending.Simple hand grasping and hand manipulation required such as typing, picking up small objects, or pinching fingers together, as well as reaching above and below shoulder level.Talking:Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.Stooping:Bending downward and forward at the waist. Requires full use of lower extremities and back muscles.Kneeling:Resting on knee or knees.Crouching:Bending downward and forward at the leg and spine.Crawling:Moving on hands and knees or hands and feet.Lifting:Use of upper body and back muscles to lift objects.Hearing:Able to hear average or normal conversations and receive ordinary information.Repetitive Motions:Movements frequently and regularly required using the wrists, hands, and/or fingers.Visual:Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.StrengthMedium work; exerts up to 50 lbs. of force occasionally, and/or up to 20 lbs. frequently, and 10 lbs. constantly.Mental Activities and Requirements:Reasoning:Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.Able to interpret a variety of technical instructions and can deal with multiple variables.Mathematics:Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion, and percentage.Able to perform very simple algebra.Language:Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.Ability to prepare memos, reports, and essays using proper punctuation, spelling and grammar.Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.Travel: Must be willing to travel frequently within the county and occasionally outside of the county. Some overnight travel will be required for out of county trips.Additional Eligibility Qualifications:Must be at least 18 years of age by date of hire. Must comply with the CAPSLO COVID-19 Vaccination Policy, either being fully vaccinated or sign a COVID-19 vaccination declination form.Based on program, a current TB skin test/Chest X-Ray may be required. Employment is contingent upon meeting all applicable job requirements and background requirements. A criminal history clearance is required prior to employment. Upon hire, agency staff will check the Megan’s Law (or the current sexual predator website) to ensure each staff being hired is clear for employment. Agency staff will check the website annually to ensure all program staff are cleared to work. Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Reasonable Accommodations:I have read and understand the Essential Functions of this position, including the Responsibilities and Duties. I also acknowledge that the Responsibilities and Duties for this position may change in the future with or without prior notice.I further understand that I can request a reasonable accommodation, should one be necessary for me to carry out the Essential Functions of this position. I can perform these with or without reasonable accommodation.