INFORMATION SYSTEMS SUPPORT SERVICES MANAGER
Pay Range GC20T
This classification performs management duties to assist the information systems director; administers County data and voice information systems. Provides project management, strategic planning, support to depart work teams, statistical information, user training, research and recommend hardware, software and procedure changes.
EXAMPLES OF PRINCIPAL DUTIES
(Duties assigned to this classification include, but are not limited to, the following examples.)
1. Coordinate and supervise staff support to County data and voice information systems. Evaluate services provided; plan for and recommend policies, procedures and train to maximize allocation of resources and promote effective use of technology.
2. Assist the director to facilitate the automation plan by providing statistical progress reports as requested; gather and compile information from the information systems industry to keep the director informed of new developments.
3. Administer department budget. Review and approve requests for purchases, arrange for and monitor contracts, research and recommend ways to make cost reductions. Recommend to director future budgets, participate in budget preparation.
4. Serve as resource for staff to assure policy and procedure compliance. Approve routine leave requests, prepare payroll and personnel change requests. Resolve staff conflicts when possible, or refer to director as necessary.
5. Facilitate access to vendor help desk functions to promote effective user use of computer information systems. Answer questions and provide first response whenever possible to minimize problem resolution and/or downtime.
6. Manage the maintenance and repair fund for personal computer hardware. Recommend, requisition and maintain emergency replacement equipment; arrange for vendors to perform services and/or obtain parts for repairs. Provide cost accounting to compare with costs of service policies.
7. Arrange technical training for employees. Review available information, contract with educational facilities, recommend seminars, order manuals and tutorials, maintain hardware and software for training use. Teach classes as necessary.
8. Recommend department policy and procedures. Evaluate the needs of staff to meet requests for service from other departments. Communicate policy and procedures to other departments as models for use of automation.
9. Participate in development of user procedure manuals. Create forms and routines to enhance use of systems.
10. Provide backup to microcomputer staff. Includes installing hardware and software, trouble-shooting problems, recommending equipment, obtaining information from vendors, receiving equipment, creating correspondence, answering phones and making fleet motor pool reservations.
KNOWLEDGE, SKILL AND ABILITY REQUIRED BY THIS
Knowledge of: Thorough knowledge of computer hardware and software capabilities and trouble-shooting procedures; thorough knowledge of principles and practices of administration including fiscal management, budget preparation, personnel and program management; considerable knowledge of accounting principles, fiscal monitoring and budget coordination procedures; considerable knowledge of contract preparation and administration; considerable knowledge of software applications and voice communications systems. Skill in: Contract and budget preparation; collecting and analyzing data for programs; report-writing; composing detailed instructions for users. Ability to: Communicate effectively in both oral and written forms; conduct research and establish and maintain records, reports and statistical data; work within a team concept; plan, organize, schedule and monitor projects; utilize problem identification and resolution techniques; remain calm and use good judgment during confrontational or high pressure situations; make decisions independently in accordance with established policies and procedures, establish new procedures when applicable, and use initiative and judgment in completing tasks and responsibilities; maintain confidentiality; courteously meet and deal effectively with employees, outside agencies, consultants, contractors, vendors and the public.
Education, experience and training: Bachelors degree in business administration or a related field which includes coursework in computer information systems and three years progressively responsible work experience in management or administration which includes supervisory and/or program management experience OR a satisfactory equivalent combination of education, experience and training.
SUPERVISORY CONTROLS OF THIS POSITION
Work is performed under general direction from the department head. Assignments are independently performed by employee on basis of past experience. Employee receives general instructions regarding scope of and approach to projects or assignments, but procedures and problem resolution are left to the employee's discretion and interpretation. Work is reviewed periodically to ensure determinations and decisions made are in accordance to department policy and procedures.
Work is performed within department policy and procedures; federal, state and county statutes, rules and regulations; personnel rules, fiscal and accounting reference materials, software and equipment manuals, specialized reference materials; standards manual for information systems; vendor-supplied documentation. The employee uses seasoned judgment in interpreting guidelines and contributes to modifications of existing department guidelines by recommending changes or adapting guidelines to problems encountered.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Regular and consistent attendance is required. Work is performed in an office environment; generally sedentary which may require hearing voice conversation, keyboarding and occasional lifting of up to 60 pounds.