System Services Supervisor

El Paso County•El Paso, CO

4d•Hybrid

About The Position

This position supervises the day-to-day operations of the data center infrastructure, including compute, storage, virtualization, and supporting environments. It supports continuous improvement of infrastructure operations through process improvement and automation, while supporting a service-oriented approach to operations management. The role ensures reliable and efficient infrastructure services through effective monitoring, availability, and capacity management, and coordinates team activities to support the delivery of infrastructure services. 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

Thorough knowledge, technical skills, and competencies that balance between growing the agility required to achieve digital business objectives and ensuring that the core IT functions are reliable, stable, and efficient.
Thorough knowledge of industry-standard security practices for data center products including encryption and certificates.
Exceptional leadership skills, with the ability to develop and communicate an I&O vision that inspires and motivates staff and aligns with the IT and business strategy.
Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills.
Deep understanding of current and emerging I&O technologies and practices, and how other enterprises are employing them.
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 across IT and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals.
Ability to develop collaborative relationships with internal IT Department service providers and external IT Managers from County Offices and Departments.
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.
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.
Must be able to perform needs analysis, project planning, scheduling of resources, and industry trend analysis for strategic planning.
Ability to lead, manage, and train others; ability to objectively review, evaluate, and document the performance of employees.
Ability to delegate and coordinate coverage and projects.
Must be able to handle difficult situations with diplomacy in a professional manner.
Ability to maintain the security of sensitive and confidential information.
Maintain regular and punctual attendance.
Bachelor's degree in computer science, information systems, business administration, or related field.
Four years of related professional experience may substitute for the required degree.
Four years of direct experience installing, supporting, troubleshooting, and maintaining data center systems (including monitoring, performance tuning, and resource utilization) in a large, multi-user, multi-application environment.
Two years of supervisory or leadership experience.
Must possess and maintain a valid driver's license.

Nice To Haves

Master's degree in computer science, information systems, business administration, or related field.
Experience with the County's enterprise operating systems and knowledge of its installed applications and networks.
Five years of experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts.
Proven experience or demonstrated capability in leading IT transformational initiatives.

Responsibilities

Supports continuous improvement of infrastructure operations through process improvements and automation.
Contributes to the development and supports the implementation of approved data center-specific services strategies and technical roadmap initiatives in alignment with enterprise architecture standards.
Provides technical guidance in implementing infrastructure solutions aligned with enterprise standards, including redundancy, fault tolerance, capacity, and lifecycle management; ensures licensing compliance.
Supervises the activities and workload of the team, ensuring effective execution of infrastructure operations and adherence to ITSM processes (incident, problem, change, configuration, and service-level management) to meet performance, availability, and capacity targets.
Participates in hiring and disciplinary processes.
Builds and maintains relationships with other IT teams and stakeholders to develop a clear understanding of business needs.
Ensures cost-effective delivery of IT services to meet those needs and responds with the agility required to address changing business priorities.
Assists in budget planning and monitors operational expenditures for data center services to ensure consistency with the overall strategic objectives of IT and the enterprise.
Participates in governance processes to support delivery of infrastructure services in alignment with service level expectations and business outcomes.
Maintains awareness of emerging technologies, including cloud and hybrid platforms, and provides recommendations for potential adoption.
Supports lifecycle management of infrastructure systems, including maintenance, upgrades, and decommissioning.
Coordinates with vendors and supports vendor management activities, including monitoring service performance.
Identifies training and development needs and supports employee skill development and performance growth.
Supports adoption of new techniques and practices to support the continued maturity and improvement of infrastructure and operations capabilities.
Implements and maintains infrastructure security controls, including system hardening, patch management, and vulnerability remediation, in coordination with the Information Security team.
Oversees backup and recovery operations, including data protection processes, validation/testing, and alignment with disaster recovery objectives (RPO/RTO).
Coordinates data center operations, including physical environment considerations such as power, cooling, and facility dependencies, to support reliable system performance.
Serves as an escalation point for infrastructure-related incidents and outages, including after-hours support as required.
Performs other duties as required.