Supervisor Technology Infrastructure

Position Summary

The Supervisor Technology Infrastructure will be responsible for overseeing the design, implementation, and maintenance of the City's IT infrastructure, including servers, networks, and storage systems, in accordance to industry accepted best practices. The supervisor will lead a team of IT infrastructure professionals to provide guidance, support and feedback to foster staff development and to achieve business objectives. The supervisor will continuously assess the IT infrastructure for efficiency and effectiveness to identify areas for improvement and adjust based on performance metrics, feedback, and evolving business needs. This role is critical in ensuring the stability, security, and efficiency of the City's IT infrastructure.

Key Duties and Responsibilities

• Lead Infrastructure professionals in delivering assigned projects, liaising with other IT sections and business units to align with enterprise strategies.
• Offer leadership, direction, and coaching to Infrastructure Staff. Identify staff development needs and facilitate training to enhance technical skills and soft skills while guiding the team in troubleshooting and resolving escalated issues.
• Oversee resource allocation ensuring efficient use of staff time to fulfill requirements. Assign resources to assist with escalated issues, coordinating with other teams to ensure timely and effective issue resolution.
• Conduct regular performance evaluations and provide feedback to Infrastructure staff to ensure high-quality support and optimal service delivery.
• Plan and execute IT infrastructure projects, ensuring timely delivery and adherence to budget.
• Research and assess the IT solutions and initiatives to ensure alignment with business goals and resource availability.
• Participate and contribute to the development of RFP and RFQ for technology purchases including the reviewing service contracts, providing technical specifications and evaluation of responses.
• Monitor and report on the performance of Infrastructure assets, analyze trends, identify and recommend opportunities for improvement to enhance operational efficiency.

Duties and Responsibilities Cont'd (if applicable)

• Maintain an inventory of IT Infrastructure assets and manage the lifecycle of the assets from acquisition to disposal. Evaluate and recommend improvements or replacements to enhance operational efficiency and effectiveness.
• Ensure high availability and reliability of Infrastructure systems and services.
• Develop, implement and maintain backup and recovery strategies including updating backup and recovery procedures and disaster recovery plans.
• Create dashboards, report on and monitor performance metrics of Service Requests and Incidents escalated to the Infrastructure team.
• Manage escalations and high-priority incidents effectively, ensuring timely resolution and minimal disruption to services.
• Continuously assess infrastructure operations for efficiency and effectiveness, leveraging ITIL methodologies and industry best practices to identify areas for improvement and adjust strategies based on performance metrics, feedback, and evolving business needs.
• Establish and maintain relationships with vendors for procurement and support, ensuring reliable and efficient vendor partnerships.
• Collaborate with various IT sections to ensure seamless service delivery, facilitating coordination and integration.
• Collect client feedback for improvements, gathering insights to enhance service delivery and customer experience.
• Assist with developing, maintaining and monitoring budgets to ensure financial resources are allocated efficiently.
• Submit invoices for processing and manage chargebacks to ensuring timely and accurate payment of expenses.

Education and Experience

• Bachelor’s degree in computer science or information systems or information technology
• Microsoft, VMware, Cisco and/or Security Certifications
• ITIL Foundations, considered an asset
• 7 to 10 years relevant IT experience

Required Skills/Knowledge

• Progressive supervisory experience in information technology, specifically in networking, security and infrastructure.
• Knowledge and experience with managing solutions in the following areas: Virtualization, Windows, Linux, SAN, Enterprise backup, firewalls, VPN, systems management, databases, Security, Active Directory/EntraID, server consolidation practices, networking, and secure deployment of internet applications.
• Developed leadership, interpersonal, conflict resolution, negotiation, facilitation, problem solving, and communication skills.
• Ability to work effectively and collaboratively in cross-functional teams with experience leading, coaching, developing, and motivating staff.
• Demonstrated experience in successfully establishing and directing a team that analyzes requirements, develops and implements solutions and sustains a wide variety of business applications using various technologies.
• Experience with establishing and maintaining an effective consulting relationship with internal clients with a strong customer service excellence approach.
• Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate technology concepts to technical and nontechnical audiences at various hierarchical levels.
• Strong analytical skills with a proven ability to successfully deal with complex issues, identifying root cause and implementing remediations for continuous improvement.
• Results-oriented critical thinker with excellent time management and organizational skills
• Demonstrate good judgment and makes sounds decisions.
• Shows commitment to personal growth, development and leadership opportunities.
• Shares new ideas and challenges the status quo.
• Takes initiative to participate in a culture of learning, mentoring and sharing.
• Contributes to building and being a part of a positive culture.

Leadership Competencies