HomeMy WebLinkAboutITS Support Services ManagerUpdated: March 2024
CITY OF IOWA CITY – JOB DESCRIPTION
Posi�on Title: Support Services Manager
Department: Finance
Division: Informa�on Technology Services
Supervisor: Informa�on Technology Services Coordinator
FLSA: Exempt
Civil Service: Yes
Pay Grade: 30
Job Number: 3018
Job Summary
Maintains integral pieces of larger voice, data network, and computer systems designed to
support internal and external users. Ensures availability, reliability and op�mal performance of
the server systems. Installs, modifies and makes repairs to pla�orm so�ware, server hardware,
disk storage hardware and server so�ware systems. Provides technical assistance and training
to system users.
Essen�al Job Du�es and Responsibili�es
The following duties are normal for this position. These are not to be construed as exclusive
or all-inclusive. Other duties may be required and assigned.
• Maintains documenta�on, program lis�ngs, layouts and other records in support of
development, modifica�on and problem resolving efforts.
• Maintains, documents, configures and supports Microso� Windows servers and Linux
servers, opera�ng in an enterprise environment.
• Assists with informa�on technology budget, determines life cycle of equipment and
replacement, so�ware systems, and staffing.
• Assists with training efforts of new systems implementa�on, including documenta�on,
instruc�on, and hands-on training of others.
• Maintains working knowledge of server and network communica�on protocols.
• Monitors and maintains system performance, security, and health including whether
disk drives are opera�onal, error decoding and proac�ve iden�fica�on of thirty servers.
• Manages system back-up and recovery.
• Responds to client inquiries concerning systems opera�on.
• Analyzes and diagnoses system hardware, so�ware and opera�ons problems.
• Configures and orders equipment per business requirement.
• Installs or assists service personnel in installa�on of hardware and peripheral
components, such as, monitors, keyboards, printers and disk drives on user’s premises.
• Loads specified so�ware packages, such as, opera�ng systems, database so�ware (SQL
Server), e-mail server so�ware (Exchange) and other programs into server in support of
informa�on technology systems standards.
• Enters commands and observes system func�ons to verify correct system opera�on.
Updated: March 2024
• Coordinates ac�vi�es with ITS Help Desk, network services or other informa�on
technology systems groups.
• Maintains and creates records descrip�ons according to established procedures.
• Replaces/patches defec�ve or inadequate so�ware packages.
• Accurately es�mates effort required for assigned tasks.
• Refers major hardware and so�ware problems to vendor and/or service personnel for
correc�on.
• Performs service via on-call basis, as needed.
• Reviews new technology and may be required to atend training courses.
• Conducts self in a manner which promotes and supports diversity and inclusivity in the
workplace and community.
• Performs other related du�es as assigned.
Minimum Education, Experience, Certification/Licensure, Other
• Bachelor’s degree from an accredited educa�onal ins�tu�on and six years of related
experience; or ten years of related experience and/or equivalent combina�on of
educa�on and experience. Degree in Business, Management Informa�on Systems, or
Computer Science. Experience with hardware and opera�ng systems so�ware,
enterprise-level management of server virtualiza�on, Windows Server opera�ng
systems, Ac�ve Directory and group policy administra�on.
• Must pass criminal background check.
Preferred Education, Experience, Certification/Licensure, Other
• Bachelor’s degree from an accredited educa�onal ins�tu�on and eight years of related
experience; or twelve years of related experience and/or equivalent combina�on of
educa�on and experience. Addi�onal experience with Ac�ve Directory, experience with
VMware virtual desktop infrastructure, and experience as a Systems Engineer. Project
lead or supervisory experience.
• Microsoft Certified in Systems Administration.
Knowledge, Skills, and Abili�es
• Ability to apply concepts of basic algebra and geometry.
• Ability to calculate figures and amounts such as propor�ons, percentages, area, and
circumference.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to effec�vely present informa�on to top management, employee groups, and
public groups.
• Ability to interpret a variety of instruc�ons furnished in writen, oral, diagram or
schedule form.
• Ability to read and interpret documents, such as, safety rules, opera�ng and
maintenance instruc�ons, and procedure manuals.
• Ability to reliably and predictably carry out du�es.
Updated: March 2024
• Ability to respond to common inquiries or complaints from customers, regulatory
agencies, or members of the business community.
• Ability to solve prac�cal problems and deal with a variety of concrete variables in
situa�ons where only limited standardiza�on exists.
• Ability to write reports and plans that conform to prescribed style and format.
• Ability to write rou�ne reports and correspondence.
• Knowledge at advanced level of hardware and opera�ng systems so�ware, enterprise-
level management of server virtualiza�on, Windows Server opera�ng systems,
programming language CompTIA A+, Network+, Cisco, VMware, and Microso�
knowledge and skill in use of Laserfiche and Microso� Office – (Word, Excel, Outlook).
Supervision
Involves leadership role such as regularly guiding, training, and providing direction to
permanent staff in completing daily tasks and assignments. May perform additional supervisory
duties at the direction of the Department or Division Head to include disciplinary action,
assisting with hiring or firing, and writing or delivering performance reviews.
Physical Demands
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential duties and responsibilities of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform
the essential duties and responsibilities.
While performing the duties of this job, the employee is regularly required to talk or hear. The
employee is frequently required to sit; use hands to finger, handle, or feel and reach with hands
and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or
crawl. The employee must occasionally lift and/or move 25 pounds. Specific vision abilities
required by this job include close vision, distance vision, color vision, depth perception and
ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee
encounters while performing the essential duties and responsibilities of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
duties and responsibilities.
The noise level in the work environment is usually moderate. Duties are generally performed in
an office setting with a controlled environment. While performing the duties of this job, the
employee is occasionally exposed to risk of electrical shock and vibration. The job requires
sitting for extended periods of time and the work may expose the employee to unpleasant
social situations and significant work pace pressure.
Iowa City is an Equal Opportunity Employer. In compliance with the Americans with Disabilities
Act as Amended, the City will provide reasonable accommodations to qualified individuals with
Updated: March 2024
disabilities and encourages both prospective and current employees to discuss potential
accommodations with the employer.
Reviewed/Approved by: Nicole Davies, Finance Director (4/2024)
I have read and understand the duties and requirements of this job description, and I
agree that I can perform the duties of this position with or without reasonable
accommodation.
Employee Date
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