IT Supervisor

Summary:

The IT Supervisor at Ibero-American Action League, Inc. (Ibero) plays a key role in overseeing the day-to-day operations of the Information Technology Department across all service and regional offices throughout New York State. This position is responsible for ensuring IT systems, equipment, and services operate efficiently while supervising the Helpdesk Specialist and supporting the agency's mission and operational goals. The IT Supervisor reports directly to the Sr. Director of IT & Security Administrator.

Essential Functions:

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

IT Operations Management

• Direct daily IT operations across all agency locations.
• Prioritize workloads and delegate work assignments based on staff workload, technical ability, and operational priorities
• Monitor ticket queues and ensure service level expectations are met.
• Manage escalations and communicate operational issues to the Sr. Director.

Staff Management & Development

• Supervise the IT Helpdesk Specialist.
• Conduct one-on-one meetings, coaching, and mentoring at least once every two weeks.
• Review workload distribution, ticket quality, and customer service to ensure consistent service delivery.
• Complete employee performance evaluations and development plans.
• Approve PTO requests while ensuring adequate operational coverage.
• Identify training opportunities, provide technical guidance, promote cross-training, and foster professional growth.
• Foster accountability, teamwork, knowledge sharing, and exceptional customer service.

Infrastructure Monitoring & Operational Support

• Oversee the daily operation of servers, networking, wireless, VPN, and core infrastructure.
• Monitor system health, backup status, and operational alerts.
• Identify operational risks and communicate infrastructure concerns to the Sr. Director.

Endpoint & Service Delivery

• Ensure endpoint deployment standards are followed.
• Review onboarding and offboarding activities for completeness.
• Validate asset inventory accuracy and lifecycle management.
• Ensure compliance with agency endpoint standards.

Operational Projects

• Coordinate implementation of approved IT projects.
• Track project milestones and communicate status.
• Coordinate technical resources required for project execution.

Vendor Coordination

• Coordinate operational work with vendors and service providers.
• Track vendor support requests through resolution.
• Escalate contractual, budgetary, or strategic matters to the Sr. Director.

Operational Standards & Documentation

• Maintain standard operating procedures (SOPs), runbooks, and technical documentation.
• Ensure documentation remains accurate, current, and consistent with departmental standards.

Continuous Improvement

• Identify opportunities to improve IT processes, service delivery, and operational efficiency.
• Recommend and support approved standardization, automation, and process improvement initiatives.

Reporting & Metrics

• Provide regular operational status updates to the Sr. Director.
• Report on ticket metrics, endpoint compliance, asset inventory, and project status.
• Identify and report operational trends to the Sr. Director.