Supervisor, IT Infrastructure & Service Desk

Daily Operations

• Oversee the daily operations of the IT infrastructure, & cloud services ensuring optimal performance, reliability, and security.
• Supervise the Service Desk team, setting objectives, monitoring performance, and providing escalation support to ensure high levels of technical support.
• Collaborate with other departments to identify, recommend, implement, and support cost-effective technology solutions aligned with business needs.
• Act as the primary liaison between staff, management, and external vendors for IT-related matters, maintaining strong vendor relationships.
• Plan and manage IT projects, including the deployment of new IT systems and services, ensuring they meet business requirements and are delivered on time and within budget.
• Monitor and analyze IT infrastructure performance, making recommendations for improvements or upgrades.
• Provide hands-on technical support and direct technical contributions as needed, including network configuration, server maintenance, and system administration.
• Ensure compliance with data security protocols, network access controls, and backup systems.
• Monitor work order activity through the ticketing system, ensuring effective resource allocation and timely resolution of outstanding work and high-priority issues.
• Perform complex problem-solving during critical outages, developing postmortems to prevent future incidents.
• Stay informed about the latest developments in IT technology and trends, driving innovation within the organization.
• Develop and maintain processes, tools, and documentation to support the production environment.
• Ensure performance metrics are achieved, increasing productivity and efficiency of the team.
• Communicate with key stakeholders on operational issues, handling escalations, and notifying management of high-severity and chronic issues.
• Provide detail-oriented tactical leadership for cross-functional infrastructure team members, demonstrating broad business and technical knowledge.
• Adhere to change control policies and procedures, ensuring compliance and stability of the IT environment.
• Develop operational plans and provide resource estimation for task planning and project execution.
• Provide input to the IT budget, ensuring cost-effectiveness and strategic allocation of resources.

Strategy, Planning, Analysis, Administration

• In conjunction with the Manager, develop performance measurement tools to provide tracking mechanisms to ensure work done meets County standards.
• Contributes to the development of IT strategies, translates those strategies into tactical IT initiatives, to ensure value-added results.
• Coordinate plan to safeguard County digital assets through security program and backup strategy.
• Oversee design and administration of communication systems.
• Assist the Manager in maintaining licensing agreements.
• Coordinate, obtain and monitor technical contract services as directed by Manager.
• Participate in the updating and/or implementation and roll-out of policies, procedures, guidelines, or protocols and communicate pertinent information to employees.
• Identify personnel requirements and coordination of employees to ensure adequate coverage is maintained.
• Coordinate Change Management Board to ensure changes are consistent with design strategy and best practices ensuring stability and security of County Systems.
• Assist and/or develop budget and staffing forecasts – monitoring and expenditures in conjunction with the Manager.

Supervision | Leadership

• Supervise operational area with an emphasis on efficiency, accuracy, quality, and safety to ensure a superior level of service.
• Supervise, mentor, and encourage staff to ensure quality performance standards.
• Participate in the recruitment and selection of prospective staff and ensure employee orientation, on-boarding, and training is complete.
• Provide staff regular feedback (including formal performance reviews) and coaching conversations, training, development, recognition and pursue disciplinary progressive actions if required.
• Foster a culture of continuous learning to support rapidly evolving environments.
• Provide employees with adequate resources and work procedure training.

Other Responsibilities

• Attend and participate in inter-jurisdictional meetings and activities on an ad hoc basis.
• Act in a professional and responsible manner to protect the integrity of employees and the business of Rocky View County.
• Display a professional and ethical responsibility to protect privacy, use information appropriately, and maintain the confidentiality and security of all information related to employees, business, and residents of Rocky View County.
• Ensure process is followed for purchase of goods and services within established guidelines.
• Provide coverage in an Acting capacity for the Department manager from time-to-time.
• Ability to perform subordinates’ responsibilities from time-to-time, as necessary.
• Ensure workers have a clear understanding of their role and responsibilities relating to County’s health and safety program and in the Alberta OHS Act Regulation and Code.
• Ensure that all the operations under their supervision adhere to the requirements of the County’s OHS Program.
• Perform other duties and special projects as assigned.