Portland Community College | Portland, Oregon

Information Technology Supervisor

• Title: Information Technology Supervisor
• Category: Management
• FLSA: Exempt
• Grade: J

Job Summary

Under the direction of a manager, supervises the day-to-day operations of an assigned functional area. Contributes to the development, recommendation, and administration of policies, procedures and processes in support of assigned functional area within the department. Responds to inquiries from college departments and/or external agencies and supervises a work group of employees.

Distinguishing Characteristics

The Information Technology Supervisor carries out operating policies and procedures with a focus in one functional area such as general technology, web, telecommunications, networking, media, or customer support.

Typical Duties and Responsibilities

1. Plans, organizes, maintains, and manages the processes and operations of an assigned functional area. Supervises the activities of assigned functional area to include: planning, implementing, administering and evaluating projects and services impacting College operations from a technology services perspective.
2. Supervises a work group of technical support staff and/or casual and student staff. Hires, evaluates, trains, disciplines and recommends dismissal of staff as necessary.
3. Develops, recommends, and administers policies, procedures, and processes in support of Technology operations in assigned functional area of responsibility; implements and monitors compliance with approved policies, procedures, and processes.
4. Participates in the development of standards and procedures for technology purchases and the utilization of outside vendors. Solicits, provides input into, and makes recommendations for the purchase of technology solutions. Manages leased and purchased hardware and software.
5. Collects and analyzes a variety of complex data and information. Performs analysis and summarizes findings in applicable reports or other communication mediums.
6. Prioritizes work and coordinates activities between applicable campus site(s) and District information technology services department.
7. Participates in strategic and tactical planning to coordinate the delivery of products and services. Evaluates technology, sets standards, and makes appropriate recommendations for purchase and implementation. Provides project management for applicable technology deployments.
8. Participates in the development of processes to track assets, manage and coordinate inventory, and/or performs other related activities. Works closely with vendor companies and other colleges and universities. Maintains vendor partnerships.
9. Supervises and participates in the installation, configuration, troubleshooting, maintenance, and repair of applicable technologies and associated equipment.
10. Participates in the development and administration of section budget; implements and allocates resources following budget approval; approves expenditures.
11. Participates in/on a variety of meetings, committees, task forces, and/or other related groups to communicate information regarding college-wide technology services, programs, areas of opportunity, and/or other pertinent information as appropriate.
12. Acts as a resource to other departments within the College in order to provide information on available resources, programs, and/or services.
13. Positions in this classification may perform all or some of the responsibilities above and all positions perform other related duties as assigned.

Position-Specific Duties and Responsibilities

District Technology Support

Positions assigned to District Technology Support may also be responsible for:

• District and larger Client Services project coordination.
• Business and technical process documentation with focus on adding consistency and optimization of Campus Team operations.
• Creating Service Delivery framework and other best practice standards to improve technology changes for Campus teams and helpdesk.

Innovation and Technology

Positions assigned to Innovation and Technology may also be responsible for:

• Managing processes and operations impacting the College from a technology services perspective.

• Managing the implementation and ongoing support of the ticketing system and knowledge base.
• Providing advanced technical support for escalations and works with vendors to resolve complex issues.
• Building a quality assurance plan for faculty and student support.

Server Administration

Positions assigned to Server Administration may also be responsible for:

• Coordinating and managing strategic and tactical planning, design, and implementation of the District’s enterprise, campus, and departmental server infrastructure.
• Managing the daily operation of the institution’s enterprise servers, including performance monitoring, configuration, and problem resolution.
• Managing Data Center operations and associated environmental conditions and security access which may include alternative sites/locations.

Work Environment and Physical Requirements

Work is generally performed in an office environment with frequent interruptions and irregularities in the work schedule. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily

Minimum Qualifications

Associate’s Degree in Computer Science or related discipline. Relevant experience may substitute for the degree requirement on a year for year basis. Three years work experience in complex systems design, programming and systems software and support.

Knowledge and Skills

Knowledge of:

• Supervisory principles;
• Budgeting principles;
• Applicable information technology systems in assigned area of responsibility;
• Technological trends;
• Project management principles and practices;
• Analytical methods;
• Computers and applicable software applications;
• Customer service principles.

Skills in:

• Supervising subordinate staff;
• Preparing and/or reviewing reports;
• Providing customer service;
• Managing projects;
• Developing and monitoring budgets;
• Preparing reports;
• Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and making recommendations in support of goals;
• Adapting to rapidly changing environments;
• Analyzing business problems and making recommendations based on findings;
• Communicating technical information to a non-technical audience;
• Diagnosing and resolving complex technology issues;
• Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and making recommendations in support of goals;
• Monitoring legal and regulatory changes;
• Mediating conflict;
• Conducting negotiations;
• Maintaining confidentiality;
• Designing and developing program plans in assigned area of responsibility;
• Analyzing processes and making recommendations for improvement;
• Researching, analyzing, and applying relevant information to the development of information technology processes and programs;
• Coordinating activities with other internal departments and/or external agencies;
• Preparing a variety of reports related to operational activities, including statistical analysis;
• Developing, recommending, implementing, and monitoring policies, procedures, and work flow;
• Working with diverse academic, cultural and ethnic backgrounds of community college students and staff;
• Utilizing computer technology used for communication, data gathering and reporting;
• Communicating effectively through oral and written mediums.

Revised: 4/2007; 4/2016; 6/2021; 5/2023

• Reviewed: 12/2018
• Replaces: Senior Systems Administrator