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Technical Support Manager - Virginia, United States - City of Danville
Description
Responsible for maintaining a robust, reliable, efficient, flexible, and cost-effective Hardware Asset Management (HAM) Program; managing all computer related peripherals; and enforcing and monitoring all policies, procedures, and departmental service level agreements.
This position is on-site only. The essential functions of the job are not limited to those listed in the job description.
The City retains the discretion to add to or change the duties of the position at any time.
Manages the advanced level design and implementation of HAM operations by; coordinating, establishing, planning, and implementing policies and procedures; managing the deployment, maintenance, support, and upgrades of desktop PC hardware, software, operating systems, and printers; conducting research on desktop products; evaluating and recommending products for purchase; coordinating PC replacements, processing/repair downtimes; managing HAM receiving, inventory, and disposal procedures; managing, reviewing, and reporting on HAM assets in the City's inventory solution; and by assisting with the advanced level management and administration of Active Directory.
Provides advanced level supervision and mentorship to divisional staff in the performance of their jobs by: meeting regularly with staff to review tasks, requests, and projects; holding staff accountable for assignments and deadlines; providing training opportunities for staff; managing employee performance plans and performance evaluations; ensuring staff is aware of and following new and existing policies and proceduresOversees staff operations through strategic planning and performance metrics by: working with staff on aligning tasks to strategic initiatives; monitoring internal resources to ensure appropriate service levels, coordinating and managing all division projects; providing guidance for troubleshooting, tasks, and projects as needed; and by developing staff through IT's Career Development Program
Manages HAM budget and performance plan of staff by: forecasting budget needs for five-year Capital Improvement Plan; submitting and managing operating budget; providing advanced management of all operating expenses, procurement, bids, contracts, and vendor management
Provides advanced level administrative duties by: planning and coordinating team and project meetings; creating, reviewing, and assessing reports for strategic and operational sustainability and excellence; collaborating with internal supervisors, managers and external stakeholders on customer expectations, division goals and objectives; reviewing assignments to ensure staff is meeting customer expectations; and by ensuring operation is aligned for success.
ADDITIONAL DUTIES
Attends meetings and training sessions.
Performs additional duties to support operational requirements as assigned.
Education and Experience
Bachelor's Degree, with knowledge of a specific vocational, administrative, or technical nature from a college, vocational, business, or technical school, and five to seven years of related experience.
An equivalent combination of education and experience may be considered in lieu of the specific requirements listed aboveCertifications/Licenses
Valid driver's license and acceptable driving record according to City criteria
Comptia A+, MCSA or equivalent preferred
Job Knowledge
Advanced knowledge of the subject matter.
Complete comprehension of the subject area to solve common and unusual problems, able to advise on technical matters, and serve as a resource on the subject for others.
Advanced:
Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents.
Writing
Intermediate:
Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech.
Intermediate:
Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement.
Communication Skills
Decisions regarding interpretation of policies may be made.
Contacts may involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.
Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.Independence and Decision-Making
Normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Special projects are managed with little oversight and assignments may be reviewed upon completion. Performance reviewed periodically.
Technical Skills
Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs and/or processes organization-wide.
Independent judgment and decision-making abilities are necessary to apply technical skills effectively.Fiscal Responsibilities
Completesresearch for documents, compiles data for computer entry, and/or enters or oversees data entry.
Has responsibility for monitoring budget/fiscal expenditures (typically non-discretionary expenditures) for a work unit of less than department size (programs, activities, projects or small organizational units) or responsibility for fiscal management of capital project(s).
Supervisory Responsibilities
Supervises and monitors performance for a regular group of employees or department.
Provides input on hiring, discipline, work objectives/goals, performance evaluation, and work assignments. Typically, a first line supervisor. PHYSICAL DEMANDS
Sedentary physical effort, exerting up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.
Constant twisting; adequate vision, hearing, talking to use computer, telephone and communicate effectively with others.
Frequent sitting, handling.
Occasional standing, walking, lifting, pushing/pulling, reaching, fine dexterity, bending.
Rarely carrying, kneeling, crouching, crawling, climbing.
NON-PHYSICAL DEMANDS
Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
Regular and predictable attendance is expected.
Frequently experiences time pressure, frequent change of tasks, performing multiple tasks simultaneously, working closely with others as part of a team.
May occasionally experience emergency situations, tedious or exacting work.Rarely experiences irregular work schedule/overtime, noisy/distracting environment.
MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE
Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned, including Personal Computer, Printer, Scanner.
WORK ENVIRONMENT
This work is performed in an office environment where there are no environmental or health and safety hazards.
The employee must wear appropriate protective equipment as apparent or assigned, if any.
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