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HomeMy WebLinkAboutAgenda - 11-16-2004-5dORANGE COUNTY BOARD OF COMMISSIONERS ACTION AGENDA ITEM ABSTRACT Meeting Date: November 16, 2004 Action Agee Item No. SUBJECT: Classification Plan Amendment - IT Operations Supervisor DEPARTMENT: Information Technologies and PUBLIC HEARING: (YIN) No Personnel ATTACHMENT(S): INFORMATION CONTACT: Class Specification Todd Jones, Chief Information Officer, Extension 2285 Elaine Holmes, Personnel Director, Extension 2550 TELEPHONE NUMBERS: Hillsborough 732-8181 Chapel Hill 968-4501 Durham 688-7331 Mebane 336-227-2031 PURPOSE: To amend the Orange County Classification and Pay Plan to change the existing class of Information Systems Director at Salary Grade 29 to IT (Information Technology) Operations Supervisor at Salary Grade 24. The hiring range for Grade 24 is $52,335 - $68,000. BACKGROUND: The Information System Director position was held by Dick Taylor who passed away this past summer. Since then the Chief Information Officer and Personnel have responded to the Manager's request that, prior to filling the position, they complete a review and assessment of the needs and duties to be assigned the position. Based on this, the IT Operations Supervisor's duties and responsibilities have been realigned to address the most urgent operating needs to assure day to day system reliability and effective troubleshooting of problems as these arise. The specific needs the position is designed to address include: • Email system stability and Internet access reliability . • Troubleshooting and efficient response to technical needs and problems with minimal wait or down time. • Reliable operation of computers and file servers. • Minimizing disruptions from viruses, spam, and third party software as well as assuring system security. The IT Operations Supervisor's duties and responsibilities include: Supervision of network operation, maintenance and technical trouble shooting, including the servers; operating systems, cables, routers, hubs, and switches; LAN security; and hardware and software. Supervision of help desk support operations including coordinating responses to requests, directing priorities, assigning resources, managing schedules, communications and providing technical direction that will allow staff to effectively and efficiently troubleshoot and resolve problems such as hardware and software issues, mainframe support issues, email problems with spam and vin~ses, and other related general technical problems for internal and external users. • Technical support and consultation with vendor support teams, third party consultants and Internet connectivity providers to troubleshoot and determine the causes of email system instability and Internet access issues. • Supervision of technical operations staff including Network Administrator, Information Technology Analyst, Information Technology Support Specialist, Information Technology Support Analyst and temporary staff. The position has been filled and the employee hired within the hiring range. Personnel has completed a classification review of the position's planned duties and responsibilities. Based on this, Personnel recommends the position be classified as IT Operations Supervisor at Salary Grade 24. (This is a reduction from the position's former title and salary grade of Information Systems Director at Salary Grade 29.) FINANCIAL IMPACT: By changing the classification and salary grade from IT Director at Salary Grade 29 to IT Operations Supervisor at Salary Grade 24, the position's salary range will be reduced from $66,992 - $107,097 to $52,335 - $83,664. RECOMMENDATION(S): The Manager recommends that the Board approve amending the Classification and Pay Plan by changing the classification of Information Systems Director to IT Operations Supervisor at Salary Grade 24. Attachment JOB TITHE: IT Operations Supervisor DEPARTMENT: Information Technologies, Orange County JOB SUMMARY: This position is responsible for the operation County computing resources, through help desk management, management, and external support resources. MAJOR DUTIES: and maintenance of Orange IT support operations, project a Ensures daily availability of all computing resources, including network, desktop systems, laptop systems, servers, mainframe systems, email system, Internet and Intranet access, printers and other peripherals and ensures reliable performance of computing resources through help desk management, IT support operations, project management, and external support resources. o Researches, develops and implements network security plans for ensuring data is secure and systems are not vulnerable to intrusion while supporting full access to appropriate users. o Supervises of help desk support operations including coordinating responses to requests, directing priorities, assigning resources, managing schedules, communications and providing technical direction that will allow staff to effectively and efficiently troubleshoot and resolve problems such as hardware and software issues, mainframe support issues, email problems with spam and viruses, and other related general technical problems for internal and external users. o Develops, tracks, implements and manages project plans for large-scale operations initiatives in coordination with departmental project management methodologies. o Hires, trains, coordinates, supervises and evaluates the work of assigned department personnel. o Provides technical stapport and consultation with vendor support teams, third party consultants and Internet connectivity providers to troubleshoot and determine the causes of email system instability and Internet access issues. o Coordinates support resources, including external vendors and contractors to address system integrity issues and specific departmental needs. o Provides input into the technical and budgetary aspects of long-term strategic plan, including network, desktop, server and data management issues. o Manages and oversees purchasing activities for hardware and consults with Chief Information Officer regarding software and contract resources. o Participates in developing and administering the department's budget, including CIP; monitors and controls departmental expenditures. KNOWLEDGE REQUIRED BY THE POSITION: o Knowledge of multiple computer operating systems and programs, including email, server, network, desktop, security and backup systems, n Knowledge of trends and standards of the computer industry, and relevant local, state, and federal regulations. o Skill in project management methodologies, including developing project plans, managing risks, assessing scope, developing resource plans, testing, implementation and user acceptance. o Ability to manage a Help Desk, o Skill in troubleshooting and problem solving. o Skill in management and supervision. o Skill in oral and written communication, SUPERVISORY CONTROLS: The Chief Information Officer assigns work in terms of department and countywide goals and objectives. The work is reviewed through observation of department activities. GUIDELINES: Guidelines include relevant state and federal laws, county ordinances, department policies and procedures, and established standards in the computer information services field. These guidelines require judgment, selection, and interpretation in application, COMPLEXITY: The work consists of varied administrative and technical duties. Troubleshooting as a result of virus attacks, hackers, 3`d party software, and user behavior that are outside of the County's influence contributes to the complexity of the work, Juggling conflicting priorities due to multiple system problems and the level of IT staff in relation to the number of County users also contributes to the complexity of the work. SCOPE AND EFFECT: The purpose of this position is to operate and maintain Orange County computing resources, through help desk management, IT support operations, project management and external support resources. PERSONAL CONTACTS: Contacts are typically with co-workers, department heads, other county employees, members of Human Services Automation committee, members of PC Users group, vendors, consultants, and representatives from other local/state government agencies, PURPOSE OF CONTACTS: Contacts are typically to give and exchange information, consult on operational needs, resolve problems, negotiate and settle matters, and provide services, PHYSICAL DEMANDS: The work is typically performed while sitting, standing, or stooping. The employee occasionally lifts light and heavy objects, uses tools or equipment requiring a high degree of dexterity and must distinguish between shades of color. WORK ENVIRONMENT: The work is typically performed in an office and a computer room. The employee is exposed to machinery with moving parts. SUPERVISORY AND MANAGEMENT RESPONSIBILITY: This position has direct supervision over Network Administrator (1), Information Technology Analyst (1), Information Technology Support Specialist (1), Information Technology Support Analyst (1) and a temporary employee. MINIMUM QUALIFICATIONS: o Knowledge and level of competency commonly associated with the completion of a baccalaureate degree in a course of study related to the occupational field. o Experience sufficient to thoroughly understand the diverse objectives and technical functions of the department in order to direct and coordinate work within the department, usually interpreted to require five to seven years of related experience. o Possession of or ability to readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated.