City and County of San Francisco

Under general direction, provides direct ongoing supervision to operations support staff in the performance of providing technical support, data center operational activities, systems analysis, and systems and network administration, which may include computers, peripherals, and mobile device configuration, or a combination of these activities working in a large network with multiple Local Area Networks (LANs) or in a major data center with multiple and distinct computers, servers and associated networks; and performs the most difficult and complex duties of the unit.

The IT Operations Support Administrator V is the supervising level in the IT Operations Support series. Positions at this level are distinguished from those in the lower level of IT Operations Support Administrator IV in that the latter does not exercise supervisory responsibilities, though it may lead and provide oversight to unit operations. The emphasis for positions at this level is on supervision and performing the more complex work of the unit. Work is performed within a broad framework of general policy. Employee exercises broad judgment in defining work objectives and determining methods and systems to meet objectives. Performance is measured by timely completion of predetermined goals and objectives, as well as the smooth operation of the systems under their authority.

Supervising level - provides technical and functional supervision for a unit of clerical and operations support staff.

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Perform the most complex work of the unit; perform escalated problem resolution; plan, organize and supervise unit staff and activities; assign, monitor and review work, provide technical assistance and guidance; review and recommend personnel actions such as performance monitoring, training, selection and disciplinary actions.

2. Monitor, coordinate and assist in developing the assigned work unit budget.

3. Analyze, recommend and implement procedures consistent with departmental directives, policies and regulations.

4. Install, operate, administer, maintain and upgrade complex operating systems; provide technical assistance to users; consult on feasibility, costs and benefits of additions or enhancements; assist in the transition of data between systems on multiple platforms.

5. Direct help desk functions; provide 2nd level network administration and desktop support for escalated calls; oversee the development and implementation of problem resolutions; coordinate hardware/software repairs; prioritize, schedule, resolve, monitor and track IT problems and service requests.

6. Coordinate system related activities with other departments for multi-departmental system projects; interface with users, engineers, and other analysts to meet the needs of the department.

7. Manage and design the growth of the systems and networks; monitor and enhance complex computer and telecommunications systems; assist in developing standards for LAN/WAN administration.

8. Review plans for software and hardware equipment and services; develop detailed specifications; research and evaluate software and hardware technologies; plan for future requirements; oversee request for proposal process; oversee the maintenance inventories; plan for equipment needs; research, evaluate and test hardware and software products; coordinate hardware and software purchases; prepare procedures documentation.

9. Manage and review the performance of contractors and vendors; resolve disputes.

10. Perform project management activities on larger operation projects including data center and network infrastructure projects.

11. Assess user training needs; develop training programs and materials.

12. Attend meetings; represent the unit on committees as necessary.

Knowledge of: On-site broad based technical, operational, programming and analytical problem solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals; Practices and techniques of supervision and project management; Training techniques; computer languages; Interactive of macro-based applications; Data processing methods; Common operating systems and relational database systems; Systems analysis and design; Functional requirements, structured or procedures analysis; Emerging technologies.

Ability and Skill to: Work as a member of a team; Supervise a group of workers, including the ability to provide counseling and mediation; Persuade, convince and train others; Decide the time, place and sequence of operations within an organizational framework, as well as the ability to oversee their execution; Communicate effectively orally and in writing; Establish and maintain good working relationships with peers, vendors and contractors; Exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria; conduct cost/benefit analyses; Use logic and analysis to solve computer and systems problems; Read and understand professional journals and literature; Prioritize competing requests for service.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:
Requires an associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field].

Experience:
Five (5) years of experience in technical support, help desk management, system administration, or data center operations.

License and Certification:

Substitution:
Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.