MIS Infracstructure Supervisor

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.

Essential Job Functions:

• Supervise day-to-day operations of infrastructure services and provide leadership to the MIS team.
• Oversee and mentor MIS staff across database administration, systems engineering, network engineering, and unified communications; set priorities, act as liaison to end users and the Service Desk, and apply industry trends to guide team direction.
• Manage and evaluate assigned staff, addressing concerns, directing work, and conducting performance evaluations.
• Oversee support and maintenance processes for the City's network, servers, storage, and core systems, including hardware installation, diagnosis, repair, upgrades, and ensuring exceptional customer service.
• Recommend improvements and maintenance schedules for services and systems.
• Implement operational solutions as directed by management.
• Manage client service delivery system for all city personnel end users and monitor infrastructure and applications for availability, usability, and security.
• Provide server and network administration support, including maintenance and operation of Windows servers.
• Monitor ticketing queues, record solutions, and escalate issues as needed.
• Enforce server/network hardware and software life-cycle management policies.
• Develop technical documentation and training materials.
• Participate in on-call rotation and after-hours support for critical servers, networks, and applications, coordinating with third-party providers and city staff for emergency technical issues.
• Enhance system monitoring services to track performance, events, security, and system age.
• Assist enterprise staff in troubleshooting and resolving help desk issues.
• Act as a resource for city-wide infrastructure, including fiber backbone and leased telecommunication services.
• Perform daily automated procedures such as system backups and production runs.
• Conduct research and development, design, configuration, and installation of infrastructure areas.

Other Important Duties:

• May travel to attend meetings, presentations, conferences and training.
• May be required to work some evenings and weekends.
• Performs other duties as assigned.
• Regular and consistent attendance for the assigned work hours is essential.

Knowledge, Skills, and Abilities:

• Knowledge of hardware, software and peripheral equipment maintenance, repair, setup, modification and troubleshooting methods, practices and procedures.
• Knowledge of redundant LAN/WAN infrastructure & datacenter networking solutions.
• Knowledge of hyper converged infrastructure & managed storage systems, both NAS and SAN.
• Knowledge and understanding of security threats and anti-virus systems.
• Knowledge of customer service and training methods and practices.
• Knowledge of City policies and procedures.
• Knowledge of Microsoft SQL.
• Knowledge of backups, restoration and recovery models
• Proficient in configuration, design and management of Cisco switches, routers and firewalls.
• Proficient skills with LAN/WAN administration concepts and practices. Must be knowledgeable with PC administration concepts and practices. MS Windows OS, MS Office environment, Active Directory.
• Ability to communicate technical issues and problems with end users in a manner which is understandable to those without technical training.
• Skill in responding, troubleshooting and resolving technical automated management information systems issues over the telephone, electronically or on site.
• Skill in implementing departmental procedures and objectives.
• Skill in effectively transporting, setting up, installing, uninstalling, modifying, upgrading and operating multiple networking systems and software programs.
• Skill in resolving customer complaints and concerns.

Education, Experience, and Certifications/Licenses:

• Associate’s Degree in Management Information Systems, Computer Science, or related field, and Seven (7) years of LAN, WAN or equivalent combination of education and experience.
• Cisco, Microsoft, and/or Nutanix certifications preferred.
• Experience with 24/7/365 systems operations in a production environment.
• May be required to obtain applicable certifications (e.g. Cisco, Microsoft, Nutanix).
• Must pass a pre-employment drug screen, criminal background check and post-offer physical agility exam.
• Must possess valid State of Texas Driver’s License.

Environmental Factors and Conditions:

• Work is performed in office and on-site environments.
• May be subject to exposure to extreme weather conditions when loading, unloading, transporting or installing automated Management Information Systems and personal computer stations.
• May be subject to electrical currents and electrical shock.

Physical Demands:

• This work typically requires the following physical activities to be performed. A complete description of the activities below is available upon request from Human Resources.