IT Supervisor

Ibero-American Action League, Inc.•City of Rochester, NY

7d•Onsite

About The Position

The IT Supervisor at Ibero-American Action League, Inc. (Ibero) plays a key role in overseeing the day-to-day operations of the Information Technology Department across all service and regional offices throughout New York State. This position is responsible for ensuring IT systems, equipment, and services operate efficiently while supervising the Helpdesk Specialist and supporting the agency's mission and operational goals. The IT Supervisor reports directly to the Sr. Director of IT & Security Administrator.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or an equivalent combination of education and relevant experience.
Minimum of five (5) years of progressively responsible IT experience preferred.
Minimum of two (2) years of experience supervising or leading technical staff preferred.
Experience supporting enterprise Microsoft technologies, including Microsoft 365, Microsoft Entra ID/Active Directory, endpoint management, networking, and related infrastructure technologies preferred.
Demonstrated ability to plan, organize, prioritize, and coordinate multiple operational initiatives while maintaining effective day-to-day IT operations.
Leadership & Staff Development - Ability to supervise, coach, mentor, and develop technical staff while promoting accountability, teamwork, and professional growth.
Communication- Ability to communicate clearly and professionally with staff, leadership, vendors, and stakeholders, both verbally and in writing.
Planning & Organization – Ability to manage multiple priorities, coordinate operational initiatives, and ensure day-to-day IT operations remain effective.
Decision Making & Judgment – Ability to analyze problems, exercise sound judgment, establish priorities, work independently, and escalate issues appropriately.
Customer Service – Ability to provide exceptional customer service while balancing user needs with organizational priorities.
Technical Proficiency – Demonstrated knowledge of enterprise technologies, endpoint management, networking, and cybersecurity best practices.
Ethics & Professionalism – Demonstrates integrity, professionalism, confidentiality, and adherence to agency policies and standards.
Reliability & Accountability – Demonstrates dependability, initiative, accountability, and commitment to continuous improvement.
Demonstrated ability to effectively supervise, coach, and develop technical staff.
Excellent written, verbal, organizational, and interpersonal communication skills.
Ability to manage competing priorities while maintaining high-quality day-to-day IT operations.
Ability to establish and effective working relationships with employees, vendors, community partners, and stakeholders.
Ability to analyze operational issues, make sound decisions, and communicate progress proactively.

Nice To Haves

Bilingual (English/Spanish) preferred.

Responsibilities

Direct daily IT operations across all agency locations.
Prioritize workloads and delegate work assignments based on staff workload, technical ability, and operational priorities.
Monitor ticket queues and ensure service level expectations are met.
Manage escalations and communicate operational issues to the Sr. Director.
Supervise the IT Helpdesk Specialist.
Conduct one-on-one meetings, coaching, and mentoring at least once every two weeks.
Review workload distribution, ticket quality, and customer service to ensure consistent service delivery.
Complete employee performance evaluations and development plans.
Approve PTO requests while ensuring adequate operational coverage.
Identify training opportunities, provide technical guidance, promote cross-training, and foster professional growth.
Foster accountability, teamwork, knowledge sharing, and exceptional customer service.
Oversee the daily operation of servers, networking, wireless, VPN, and core infrastructure.
Monitor system health, backup status, and operational alerts.
Identify operational risks and communicate infrastructure concerns to the Sr. Director.
Ensure endpoint deployment standards are followed.
Review onboarding and offboarding activities for completeness.
Validate asset inventory accuracy and lifecycle management.
Ensure compliance with agency endpoint standards.
Coordinate implementation of approved IT projects.
Track project milestones and communicate status.
Coordinate technical resources required for project execution.
Coordinate operational work with vendors and service providers.
Track vendor support requests through resolution.
Escalate contractual, budgetary, or strategic matters to the Sr. Director.
Maintain standard operating procedures (SOPs), runbooks, and technical documentation.
Ensure documentation remains accurate, current, and consistent with departmental standards.
Identify opportunities to improve IT processes, service delivery, and operational efficiency.
Recommend and support approved standardization, automation, and process improvement initiatives.
Provide regular operational status updates to the Sr. Director.
Report on ticket metrics, endpoint compliance, asset inventory, and project status.
Identify and report operational trends to the Sr. Director.