IT Support Manager

Manages assigned staff in planning, selecting, installing, configuring, maintaining and operating the County’s personal computer and A/V environments. Areas of responsibility include end user support for networking, A/V systems, Microsoft 365, telephones, PCs, telephone services, and applications. Coordinates IT Support activities with staff from all County departments. Performs a variety of duties including installing, configuring, maintaining and operating the County’s personal computer and A/V environments.

• Supervise technical staff that are responsible for Island County IT Support. Assign and coordinate work assignments and ensure resolution of critical technical and procedural problems.
• Implement processes to monitor and measure performance of the IT Support Team to identify opportunities to improve performance, efficiency, and reliability; Recommend or implement changes where necessary to ensure high availability and quality of essential services and devices.
• Assure that software and firmware are at current or near revision levels as defined by the Information Technology Department (ITD); Work with vendors and ITD Staff to schedule and implement upgrades.
• Make recommendations for the procurement of products and services required to accomplish operational needs.
• Develop and maintain technical and operational documentation for supported systems.
• Performs desktop architecture management, including system images for new PCs and distributing/updating software.
• Setup and move PCs, printers and other hardware.
• Provides a variety of hardware repair functions. Diagnose, repair and/or replace computer memory, hard drives, video cards, network adapters and related equipment.
• Participate with other ITD management staff to develop plans, procedures, and processes to support business recovery when outages or loss of operational assets occur. 
• Stay current with technological developments related to information technology as well as management practices. 
• Participate with other ITD management to develop tactical plans to facilitate and coordinate the delivery of technical services to County departments and the policies to ensure they meet cybersecurity requirements.
• Responsible for managing assigned staff, interview and recommend new hires, provide work direction, implement changes to processes, services or programs to improve quality and service, respond to personnel issues and conduct performance reviews.
• Ability to pass a Washington State Patrol background test.
• Other duties or responsibilities as defined by the Information Technology Director.

Interpersonal and Communication: 

• Incumbent must understand IT terminology as well as business terminology and be able to relate to both sides in order to understand requirements and challenges and be able to explain the solution in terms everyone can understand. Must have good understanding of business processes and transactions
• Good oral communication skills, including good listening skills, to communicate with technical and non-technical internal clients.
• Skilled in writing in clear, concise language to produce reports and other required documentation.
• Working knowledge of the functions of County departments, office operations and interdepartmental working relationships.
• Excellent customer service skills.

Technical Competencies: 

• Island County utilizes Microsoft technologies for all servers and personal computers. The incumbent must have substantial knowledge and experience supporting Windows Networking, Windows Active Directory, Windows 11 and Microsoft-365.
• Familiarity with ITIL principles and cybersecurity best practices.

Problem Solving: 

• Ability to systematically identify and analyze the important dimensions of a problem, determining potential causes, obtaining relevant information, specifying alternate solutions, and implementing solutions or forwarding to the appropriate authority.

Organization and Management:

• Considerable ability to perform as a working team leader of technical staff. 
• Ability to assume multiple responsibilities in a focused and dedicated manner.
• Organizational skills and the ability to see the bigger picture.
• Skilled at working independently under pressure and with minimal supervision to solve problems and meet deadlines.
• Strong leadership qualities such as interpersonal sensitivity, adaptability, flexibility and reasoning skills.
• Ability to communicate effectively, both orally and in writing.
• Ability to establish and maintain effective working relationships with other employees, County officials, representatives of other governmental agencies, community groups, and the general public.

• Bachelor's degree in information technology, Management Information Systems, Computer Science, or similar curriculums or equivalent combination of education and experience and 5 years of progressively responsible work history. 
• Substantial experience in a responsible position providing support of end users in an enterprise environment.
• Public sector experience preferred.

Island County is an Equal Opportunity Employer.

Salary : $88,405 - $96,426