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.

Position Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or an equivalent combination of education and relevant experience.
• Minimum of five (5) years of progressively responsible IT experience preferred.
• Minimum of two (2) years of experience supervising or leading technical staff preferred.
• Experience supporting enterprise Microsoft technologies, including Microsoft 365, Microsoft Entra ID/Active Directory, endpoint management, networking, and related infrastructure technologies preferred.
• Demonstrated ability to plan, organize, prioritize, and coordinate multiple operational initiatives while maintaining effective day-to-day IT operations.

Competency Statements:

• Leadership & Staff Development - Ability to supervise, coach, mentor, and develop technical staff while promoting accountability, teamwork, and professional growth.
• Communication- Ability to communicate clearly and professionally with staff, leadership, vendors, and stakeholders, both verbally and in writing.
• Planning & Organization – Ability to manage multiple priorities, coordinate operational initiatives, and ensure day-to-day IT operations remain effective.
• Decision Making & Judgment – Ability to analyze problems, exercise sound judgment, establish priorities, work independently, and escalate issues appropriately.
• Customer Service – Ability to provide exceptional customer service while balancing user needs with organizational priorities.
• Technical Proficiency – Demonstrated knowledge of enterprise technologies, endpoint management, networking, and cybersecurity best practices.
• Ethics & Professionalism – Demonstrates integrity, professionalism, confidentiality, and adherence to agency policies and standards.
• Reliability & Accountability – Demonstrates dependability, initiative, accountability, and commitment to continuous improvement.

Skills & Abilities:

• Demonstrated ability to effectively supervise, coach, and develop technical staff.
• Excellent written, verbal, organizational, and interpersonal communication skills.
• Ability to manage competing priorities while maintaining high-quality day-to-day IT operations.
• Ability to establish and maintain effective working relationships with employees, vendors, community partners, and stakeholders.
• Ability to analyze operational issues, make sound decisions, and communicate progress proactively.
• Bilingual (English/Spanish) preferred.
• A combination of training and experience other than that specified, if determined to be appropriate, may be accepted by the President and CEO.

Authority:

The employee exercises considerable initiative in setting priorities within the framework of the agency’s policies and procedures. The individual must be resourceful and able to display initiative and understanding of management systems and interpersonal relations. Evidence of self-motivation and ability to work independently is a must.

Physical Demands:

The position does require occasional standing, squatting, lifting of up to approximately 30 lbs. and frequent sitting.

By signing below, I hereby acknowledge receipt of my job description. I am aware that continued employment with Ibero-American Action League, Inc. is contingent on my adherence to the policies outlined in the employee handbook and my ability to function within the parameters of the job description. Furthermore, I acknowledge that any questions regarding this job description will be brought to the attention of my immediate supervisor.

Employee Signature: ___________________________________

Date: _________________________

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.