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MANAGER OF TECHNICAL SUPPORT
DISTINGUISHING FEATURES OF THE CLASS
The work involves responsibility for directing, planning, developing and supervising the technical support activities and services of an information technology department; including systems evaluation and management, data base management, training, and assistance relating to the technical features of a computer system/mainframe or in the design of application systems and programs. An employee in this class is responsible for analyzing complex technical situations, making decisions and recommendations, determining economic feasibility and evaluating the progress or success of computerized projects and systems. Work is performed under general supervision of a higher-level administrator with considerable latitude for initiative and independent judgment in accordance with general guidelines and policies. Work is reviewed through conferences and reports on projects and technical evaluations. When assigned to BOCES Regional Information Center, the incumbent exercises technical supervision over a staff of systems programmers and network administrators involved with centralized support services; when assigned to the Onondaga County Department of Information Technology, the incumbent exercises technical supervision over a staff of professional and technical employees involved with all of the areas mentioned above. Does related work as required.
TYPICAL WORK ACTIVITIES
Provides information, assistance and technical resources to computer users, systems development staff, operations management and other computer personnel to assist in adapting agency operations to information technology methods.
Develops, updates and maintains network programming and systems design standards by establishing, publishing and enforcing methods and procedures to improve and maintain operational efficiency.
Evaluates hardware and software facilities to maintain effective operation and cost efficiency.
Responsible for production database services in regards to hardware, operating systems, backup/business continuity, data integrity and accessibility to clients/staff. This may include mainframe, server farm and hosted ASP.
Analyzes and evaluates performance data and projections of future types and volumes of workloads to determine the need for modification or additions to the systems configuration.
Plans, designs, installs and provides for the integrity of the organization's network and database management systems.
Plans, assigns, reviews and supervises the work of a staff assigned to technical support.
Assists in the selection and training of personnel involved in the technical support function and supervise the development, installation and maintenance of a system for performance measurement and reporting.
Assists and advises the administration regarding plans and projects which, depending on the area of assignment, may include networks, data base management, systems programming, and other functions.
Maintains association with the information technology industry regarding software and hardware developments.
Recommends selection of equipment necessary to improve systems.
May prepare budget requests for new or existing software packages, prepare bid specifications and evaluate and choose from bid responses.
FULL PERFORMANCE KNOWLEDGE SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Thorough knowledge of the principles and methods of application for networks and computer systems.
Thorough knowledge of programming and systems analysis as it applies to computer systems and its utilization and potential.
Thorough knowledge of computer network hardware and software, including capabilities and application.
Thorough knowledge of the uses and applications of databases.
Good knowledge of the principles and practices of computer systems and network management.
Good knowledge of the principles and techniques of supervision.
Ability to plan and supervise the work of a staff of technical subordinates in a manner conducive to full performance and high moral.
Ability to analyze computer software problems and to recommend and implement workable solutions.
Ability to establish and maintain effective and productive working relationships.
Ability to express ideas clearly and concisely and to prepare comprehensive and detailed written and oral reports.
Physical condition commensurate with the demands of the position.
Two (2) years of permanent competitive class status as a Senior Systems Programmer.
A. Graduation from a regionally accredited or New York State registered college or university with a baccalaureate degree in computer science or a closely related field, and four (4) years of work experience, or its part time equivalent, in systems analysis, network management, or systems programming; or,
B. Eight (8) years of work experience or its part time equivalent, in systems analysis, network management, or systems programming; or,
C. A satisfactory equivalent combination of training and experience as defined by the limits of (A) and (B) above.