INFORMATION TECHNOLOGY SUPERVISOR

La Crosse County•La Crosse, WI

1d•Onsite

About The Position

Due to recent internal promotions within the Information Technology Department, we are seeking candidates to fill two positions, one within Security and one within Infrastructure. This is a professional operational leadership position within the Information Technology Department. The employee works under the direction of the Information Technology Manager and is responsible to lead day‑to‑day operations and staff. Ensuring the effective and efficient delivery of IT Services within one of the following domains: IT Security, IT Infrastructure, or IT Software & Solutions. The IT Supervisor’s primary focus is moving the work—balancing queues, assigning tasks, enforcing processes and quality standards, coordinating incident response, and providing real‑time coaching—while escalating patterns, risks, and unresolved issues to the Manager promptly. This position typically leads a team of 5–10 employees, and team size may vary by functional area. The role also emphasizes essential leadership functions such as acting with integrity and building trust, driving for results, developing talent and effective teams, leading with vision and strategy, leading with paradoxical, critical, and agile thinking, building and maintaining effective relationships, cultivating community engagement and providing excellent service, and demonstrating emotional intelligence.

Requirements

Strong organizational skills with the ability to track and oversee multiple initiatives and tasks.
Ability to review customer requests, validate accuracy, and apply established service delivery procedures.
Perform structured incident triage and gather relevant information for escalation.
Solid understanding of Microsoft products and cloud services including Microsoft 365 and Microsoft Entra.
Expertise is required in one of the following IT domains: IT Security, IT Infrastructure, or IT Software & Solutions.
For IT Security: Working knowledge of core security controls and how they are applied in daily operations.
For IT Security: Understanding of user access processes, permission structures, and entitlement workflows.
For IT Security: Familiarity with common security alerts, incident types, and the steps involved in initial security incident response plans.
For IT Security: Knowledge of organizational security policies and compliance expectations.
For IT Infrastructure: Working knowledge of common enterprise devices, servers, and endpoint hardware for support and troubleshooting.
For IT Infrastructure: Understanding of asset lifecycle concepts such as tracking, deployment, maintenance, and retirement.
For IT Infrastructure: Familiarity with standard server operations, storage concepts, and backup procedures and administrative tasks related to them.
For IT Software and Solutions: Working knowledge of software platforms and applications used within the organization and how issues impact operations.
For IT Software and Solutions: Familiarity with business requirements gathering and documentation, and how those influence technical solutions.
For IT Software and Solutions: Good understanding of cloud-based and SaaS applications and how they integrate with existing systems.
Minimum of Associate Degree in Computer Science or related ﬁeld.
4-7 years of IT experience.
2-3 years of supervisory or leadership experience managing technical staff.
Training and experience in one or more IT domains (Security, Infrastructure, or Software/Solutions).

Nice To Haves

Bachelor’s degree in Computer Science or related ﬁeld.
Relevant certifications (GIAC, ISC2, Cisco, Microsoft, etc.).
Experience in project management, business analysis, and process improvement methodologies.
Working knowledge in additional IT domains (beyond the required one).

Responsibilities

Drive the daily workflow by balancing queues, assigning tasks based on priority and skill, and conducting spot checks and check‑ins to remove blockers and maintain efficient service levels.
Enforce established processes and quality standards by ensuring staff follow requests and change, incident, and release/patch procedures, and by performing routine quality checks to maintain audit‑ready records.
Coordinate incident response by leading triage and team collaboration, managing communications during service disruptions, and ensuring follow‑up actions and documentation are completed.
Provide real‑time coaching, on‑the‑job training, and daily guidance to staff, and escalate ongoing performance concerns to the Manager.
Manage staff schedules by overseeing daily staffing needs, shift coverage, on‑call rotations, and timesheet reporting, including verifying accurate time entry.
Monitor team outcomes by tracking productivity, workload balance, backlog health, blockers, aging tickets, and recurring issues, and escalate patterns and risks to the Manager promptly.
Ensure documentation remains accurate and up to date by requiring timely updates to knowledge bases, runbooks, diagrams, and request‑intake materials following changes, incidents, or troubleshooting.
Operate within budget and resource limits by identifying equipment, tools, and licensing needs and submitting well‑justified purchase requests to the Manager.
Perform hands‑on technical work as appropriate by completing assigned tasks within the relevant domain and modeling adherence to established processes and quality expectations.
Maintain clear and consistent communication by providing regular updates to the Manager on staff performance, quality concerns, risks, and work progress, and by communicating effectively with customers and internal partners.
Perform other duties as assigned.