| SUPPORT CENTER SUPERVISOR |
Job Code: 2486
Pay Grade: 022
FLSA Status: Exempt
|
| General Functions |
| |
Supervises the operation of the Service Center section of Information Systems and Services Division to provide support for a large customer base of computer and telephone systems. The systems supported are multi-vendor, multi-platform, and multi-site ranging from microcomputers to large mainframes and are interconnected via extensive communications networks with thousands of devices.
Work is performed with independence and initiative under the general supervision of the Enterprise IT Supervisor. Performance is reviewed through observations, conferences, reports and achievement of desired results.
|
| |
| Representative Duties /Assignments |
| |
- Establishes and maintains procedures and policies for the Service Center operations. Establishes and maintains procedures and policies for technical training operations.
- Plans, directs and supervises the work of assigned personnel who perform customer service functions at the Service Center and those who perform technical training functions for Orange County employees.
- Assesses Service Center performance through measurement of quantifiable indicators provided by problem management information system, Service Center telephone call management system, and direct observation. Uses performance indicators to guide development of policy and procedure changes or implementation of technology-based problem management process enhancements.
- Assesses technical training performance through measurement of increase in student knowledge and other quantifiable indicators.
- Performs technical administration of problem management information system and provides statistical information (problem management trends and performance) to ISS management. May utilize various software tools to generate the information.
- Maintains technical awareness of software and hardware trends and changes to ensure Service Center personnel are properly trained to support new software/hardware and that technical training staff are prepared to provide training.
- Prepares and conducts performance reviews of assigned staff.
- Assists in the Service Center unit budget preparation.
- Performs other related duties as assigned.
|
| |
| Minimum Qualifications |
| |
Bachelor’s Degree from an accredited institution in Computer Science or closely related field and four years of experience in an information or communications system support environment to include two years of supervisory experience.
Must be able to communicate effectively in oral and written form with all levels of staff on technical and non-technical issues.
|
| |
| Preferences |
| |
Experience in a multi-vendor, multi-platform, and medium to large-scale system environment.
|
