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We are seeking an experienced IT Operations Supervisor to provide hands-on technical leadership and oversee day-to-day IT support and operations within a municipal environment.
This is a player-coach position for someone who has progressed into IT leadership but remains technically capable and comfortable troubleshooting complex issues. The position will supervise IT Service Desk staff, serve as a senior escalation resource, lead technology projects, and assist with infrastructure, networking, cybersecurity, identity management, enterprise applications, and end-user computing.
The ideal candidate brings a broad technical background across Microsoft technologies, networking, servers, cloud infrastructure, endpoint management, enterprise applications, and cybersecurity, along with proven experience supervising and developing IT staff.
The position reports to the Information Technology Director and will work closely with internal departments, vendors, and technology partners to maintain reliable and secure technology services.
Key Responsibilities
- Directly supervise IT Service Desk and technical support staff, including assigning work, providing training, setting priorities, and supporting team development.
- Serve as a senior technical escalation point for complex hardware, software, network, system, and application issues.
- Support and maintain Windows-based enterprise environments, including Windows Server, Active Directory, Azure, Microsoft 365, and Exchange Online.
- Assist with administration and support of virtual server, cloud, identity, endpoint management, network, and cybersecurity environments.
- Support VMware, Meraki, LAN/WAN, wireless networking, telecommunications, and related infrastructure technologies.
- Provide oversight for desktop support, endpoint deployment, hardware/software maintenance, and end-user technology.
- Support and administer business information systems including ERP, CRM, Content Management, and other enterprise applications.
- Lead and coordinate technology projects involving multiple departments, vendors, business stakeholders, and technical teams.
- Assist with enterprise infrastructure and application implementations, upgrades, migrations, and modernization initiatives.
- Evaluate new hardware, software, communications, and infrastructure technologies for potential business use.
- Work with vendors on product selection, implementation, technical support, maintenance, and issue resolution.
- Assist with short- and long-term technology planning.
- Maintain documentation, procedures, reports, and technical standards.
- Promote strong customer service and communication between IT and internal users.
- Participate in incident response for major technology outages, cybersecurity events, and other critical issues.
- Be available for occasional after-hours, weekend, holiday, and emergency support when major operational issues occur.
Technical Environment / Desired Experience
Candidates should have hands-on experience across several of the following technologies:
- Microsoft Windows
- Windows Server
- Active Directory
- Microsoft Azure
- Microsoft 365
- Exchange Online
- Endpoint management tools
- VMware
- Meraki
- LAN/WAN networking
- Wireless networking
- Cybersecurity technologies
- Identity and access management
- ERP systems
- CRM systems
- Content Management Systems
- Enterprise applications
- Telecommunications / RingCentral or similar platforms
- Desktop and end-user computing
- Hardware and software deployment and troubleshooting
Leadership & Project Management
This position requires someone who can balance technical work with leadership responsibilities.
The successful candidate should have experience:
- Supervising or leading IT professionals
- Managing Service Desk or IT support operations
- Training and mentoring technical staff
- Prioritizing assignments and operational needs
- Coordinating multiple projects simultaneously
- Leading technology projects from planning through implementation
- Managing relationships with technology vendors
- Working across departments and communicating with both technical and non-technical stakeholders
- Conducting meetings and delivering presentations
- Preparing technical documentation and reports
- Supporting policies, procedures, standards, and operational improvements
Qualifications
- Minimum 5 years of hands-on IT experience supporting a combination of enterprise information systems, infrastructure, networking, applications, and end-user technologies.
- Strong working knowledge of Windows, Windows Server, Active Directory, Azure, Microsoft 365/Exchange Online, endpoint management, networking, VMware, cybersecurity, and enterprise applications.
- Experience maintaining PCs, networks, software, and related technology in a commercial or government environment.
- Previous team leadership, supervision, or personnel management experience.
- Demonstrated project management experience.
- Strong troubleshooting and problem-solving skills.
- Ability to work independently and make sound technical decisions.
- Strong written and verbal communication skills.
- Strong customer service orientation.
- Ability to manage multiple projects, operational priorities, technical issues, and assignments simultaneously.
- Valid California driver's license required.
Preferred Qualifications
- Bachelor's degree with an emphasis in Information Technology, Computer Science, Business Administration, or a related field.
- Previous municipal, public-sector, or government IT experience.
- Relevant certifications such as:
- PMP
- ITIL
- CCNA / CCIE
- Microsoft certifications
- Azure certifications
- VMware certifications
- Cybersecurity certifications
- Other related infrastructure or project management certifications
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.
