Technical Center Manager

Linn County

Cedar Rapids, IA Executive & Management / Technology $64,613 yearly
Manages the Linn County end user experience for technology at the desk, end user mobility, and the timely and reliable delivery of support services via the helpdesk including 24x7 operations. Responsible for the overall management and availability of everything at the desk including the desktop computers, laptops, tablets, phones, fax, mobility devices, applications, and OS/Office/application software patching/security.
ESSENTIAL FUNCTIONS:
  • Manages new software rollouts, updates, and migrations and Windows patching/hotfixes and troubleshooting; participates in implementing system security patches; performs software configuration, detailed analysis, management reviews, policy reviews, and maintenance of end user software systems.
  • Ensures the availability and uptime of all desktop services by managing the deployment, monitoring, maintenance, development, upgrade, and support of all end user systems/equipment, including but not limited to, security components, operating systems, hardware, software, and peripherals; performs proactive status checks as part of normal activities, ensuring optimum performance and up-time and system availability.
  • Manages new hardware rollout and migrations and firmware updates; performs hardware configuration, detailed analysis, management reviews, policy reviews, repair and maintenance of all end user security related devices including, but not limited to, PCs and any other device connecting to or protecting system integrity; performs other duties as required.
  • Provides senior level support for the enterprise end user experience, computer imaging, and software integration testing; conducts job evaluations and recommends hiring and disciplinary action including terminations to the Information Technology Director.
  • Manages in the development and enforcement of Information Technology policies and procedures to ensure compliance requirements; manages the development, implementation, testing, and maintenance of disaster recovery (DR) procedures and BCP plans.
  • Oversees, manages and sets the strategic direction of the desktop and mobility infrastructure in accordance with the long-term technology objectives. Oversees compliance of the computer life-cycle planning policy.
  • Knows the County’s Customer-Centered Culture principles, the County’s Mission, Strategic Plan and Core Values and demonstrates them on a regular basis. Uses the LC3 principles to identify, develop and refine departmental products so they are aligned with the Linn County Strategic Plan and enhance customer satisfaction. Collaborates with customers to enhance customer satisfaction. Facilitates capturing the “Voice of the Customer” and uses it to measurably improve departmental performance. Empowers direct reports to close gaps between customer expectations and experience wherever possible. 
  • Performs other miscellaneous duties as assigned; regular work attendance required. 
QUALIFICATIONS:   
  • Bachelor’s Degree (information systems management or a computer-related field) or Associate’s Degree (business, telecommunications, or technology) with multiple (3 or more) IT-related certifications (A+, Network+, Server+, Security+, MCTS, CCNA, MCSE, or MCSA). Certifications must be made current within twelve (12) months of employment. Education must be job related as determined by the Information Technology Director.
  • Five (5) years of experience in a similar position is required for candidates with Bachelor’s Degrees; minimum of ten (10) years of experience in a similar position as determined by the Information Technology Director; minimum of five (5) years managerial experience.
  • Additional relevant education or directly related experience may count towards minimum qualifications on a year for year basis at the discretion of the hiring manager.
  • Multiple IT-related certifications (3 or more) required with Associate’s Degree (A+, Network+, Server+, Security +, MCTS, CCNA, MCSE, or MCSA).  Certifications must be made current within twelve (12) months of employment.
  • Reports to Information Technology Director; supervises Helpdesk Technician, Helpdesk Specialist, Helpdesk Specialist/Desktop Associate, Desktop Technician and Desktop Specialist.
  • Manages technical staff, including recruiting, interviewing, selecting, hiring, training, and annual performance evaluations. Strong organizational and project management skills. Leading and delivering successful desktop support in a Microsoft environment.
  • Excellent verbal and written communication skills, including the ability to write and deliver clear and concise instructions, reports and work summaries.
  • Knowledge of and ability to use: computer hardware and software needed to administer the end user desktop experience; operating systems (Windows, Linux, Android, and IOS) and application environments including, but not limited to, Microsoft Office suite, Adobe products, web browsers, and desktop imaging and deployment technologies; telecommunication devices/networks/computer security/phones/tablets/computers and software application systems.
  • Position requires 24x7 on-call service.
  • Valid Driver’s License required.
  • Must pass a County physical examination which includes a drug test after offer of employment.
  • Subject to criminal background and credit history review.

Application Instructions:

DEADLINE: Wednesday, May 15, 2019 at 5:00 p.m.

APPLY AT: www.linncounty.org/jobs (Current Openings)

Job ID: 68151

Posted 19 days ago

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