Network Services Supervisor

El Paso County•El Paso, CO

9d•Hybrid

About The Position

Responsible for the Digital, Strategy, and Technology (DST) networking infrastructure and network operations, including enterprise/data center class WAN, LAN, and WLAN technologies. Supports and implements efforts to manage and improve the County's network infrastructure and operations (I&O) maturity through process improvement, automation, and implementing a business-centric approach to operations management. Oversees and supports network operations related to network services architecture, lifecycle management, security, disaster recovery, and capacity management working in coordination with other senior technology leaders. Supervises network operations activities to support reliable service delivery. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Requirements

Advanced knowledge of managing enterprise-class networks, routing and switching technologies, network security requirements, lifecycle management strategies, disaster recovery, and resources.
Thorough knowledge of network hardware operating systems and network system software, including related Wi-Fi, security, and voice technologies.
Knowledge of servers and data center operations, preferably Windows OS.
Deep understanding of current and emerging I&O technologies and practices.
Success in leveraging traditional best practices, such as IT Service Management (ITSM), as well as emerging methods, such as DevOps, that are optimized for agility.
Exceptional leadership skills, with the ability to develop and communicate the I&O vision that inspires and motivates staff and aligns with the DST and business strategy.
Ability to lead, manage, and train others; ability to objectively review, evaluate, and document the performance of employees.
Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills.
Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives.
Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the I&O workforce.
Ability to provide excellent customer service.
Ability to develop, understand, interpret, and communicate policies, procedures, and operational runbook tasks to staff.
Ability to build a strong partnership with the business and demonstrate the business value of IT, including effective influencing and negotiation skills in an environment in which resources may not be in direct control of this role.
Ability to leverage influencing and negotiation skills to enable cost-effective and innovative shared solutions in the achievement of business goals.
Ability to develop collaborative and cooperative relationships with internal DST Department management and staff and external IT Managers from County Offices and Departments.
Ability to take initiative, lead others, and drive toward organizational goals; ability to work independently and in a team environment.
Ability to perform needs analysis, project planning, scheduling of resources, and industry trend analysis for strategic planning.
Ability to handle difficult situations with diplomacy and tact in a professional manner.
Ability to maintain the security of sensitive and confidential information.
Ability to serve as a solution architect and technical resource to DST staff.
Maintain regular and punctual attendance.
Bachelor’s degree in computer science, information technology, or related field.
Four years of related professional experience may substitute for the required degree.
Four years of network infrastructure and design implementation experience, including lifecycle management and network security experience.
Two years of supervisory or leadership experience in a medium-to-large enterprise-class technology environment.
Experience with network monitoring, performance tuning, voice communication systems, disaster recovery, and resource utilization.
Hands-on experience with installing, supporting, troubleshooting, and maintaining enterprise network systems in a multi-site, multi-application, dispersed geographical environment.
Must possess and maintain a valid driver’s license.
Must obtain and maintain Criminal Justice Information System (CJIS) Compliance within six months of employment based on regular access to the Sheriff's Office buildings, systems, and/or networks.

Nice To Haves

Project management experience or training.
ServiceNow or other IT Service Management tool experience.
CISCO advanced certification(s) preferred.
Information Technology Infrastructure Library (ITIL) certification preferred.

Responsibilities

Manages the daily activities, priorities, and workload of the Network Services Team responsible for enterprise routing and switching infrastructure, including WAN, LAN, and WLAN environments, as well as project-related work.
Oversees network operations processes, including system management, event management, incident management, request fulfillment, problem management, change management, capacity management, configuration management, knowledge management, and service-level management, ensuring performance, availability, and capacity targets are met.
Ensures reliable network operations by monitoring and managing performance, availability, and capacity while meeting established service level targets for uptime, latency, and incident response, and driving continuous improvement of network reliability.
Serves as an escalation point for network-related incidents and outages, including after-hours support as required.
Commits to and leads continual service improvement efforts in infrastructure and operations.
Fosters a business-oriented culture and mindset driven by the opportunity to elevate the flow of value to the customer.
Contributes to the development and leads the deployment of network-specific service strategies and the technical networking roadmap, in conjunction with enterprise-class network architectural standards, and ensures integration with DST strategic plans.
Supports lifecycle management of network systems to ensure peak network performance and resiliency while maintaining vendor support, licensing requirements, and containing cost.
Provides technical input and expertise in implementing large-scale system architectural design consistent with enterprise-class network architecture standards to ensure appropriate redundancy, fault tolerance, capacity planning, and product lifecycle support.
Contributes to the planning and management of the County broadband infrastructure program and lease policy.
Manages the County’s internal fiber and conduit infrastructure and manages all associated operations and maintenance activities, including fiber construction projects, incident response, infrastructure relocation, new builds, and cooperative projects.
Conducts performance evaluations and motivates staff to reach peak productivity, performance, and career development, including skill and competency requirements; participates in the hiring and disciplinary process.
Builds and maintains productive and effective relationships with other DST teams and stakeholders and through extreme cooperation develops a clear understanding of business needs.
Responds with the agility required to address changing business priorities.
Provides cost-effective delivery of DST services, assists in monitoring and managing operational costs of network operations, including annual operating and capital expenditure budgets, and demonstrates show back, ensuring consistency with the overall strategic objectives of DST.
Participates in governance processes to ensure network services are delivered in alignment with agreed-upon service levels and business outcomes.
Maintains competencies on new technologies and platforms and provides direction on what emerging technologies should be assimilated, integrated, and introduced in I&O to ensure that DST capabilities respond to the current and future needs of the business strategy.
Provides leadership for the full life cycle of technical architecture, infrastructure engineering, infrastructure operations, and DST service support.
Supports vendor and partner relationship management and contributes to sourcing strategies, ensuring alignment with service and operational requirements.
Adopts new techniques and practices to support the continued maturity and improvement of infrastructure and operations capabilities.
Designs, reviews, and ensures integrity of network system security in conjunction with the Information Security team as well as establishes disaster recovery processes, plans, and requirements.
Ensures development and documentation of all networking standards, processes, runbooks, and procedures and communicates with County business units and departments as needed.
Performs other duties as required.