This is highly responsible professional and technical managerial work planning and directing activities for the ETSD Field Services Division.

Employees in this class are responsible for planning, assigning, reviewing and providing final review of work of subordinate supervisors involved in providing maintenance services and support to wide area networks, local area networks, servers, desktops, computer equipment and telephone systems. Responsibilities include reviewing and evaluating complaints from County Departments regarding the wide area network, local area network, computer systems, servers, computer equipment and telephone systems and initiating corrective action. The incumbent exercises considerable independent judgment in developing, recommending and designing appropriate service level agreements on behalf of County Departments. Supervision is exercised over a staff of technical supervisory subordinates engaged in coordinating and inspecting the installation, maintenance, modification and repair of wide area networks, local area networks, servers, desktops, computer equipment and telephone equipment. General direction is received from an administrative superior who holds the incumbent responsible for the achievement of divisional goals and objectives.

ILLUSTRATIVE TASKS

Develops, recommends, and designs appropriate service level agreements on behalf of County Departments to provide maintenance services and support to wide area networks, local area networks, servers, desktops, computer equipment and telephone systems.

Reviews and evaluates complaints from County Departments for wide area networks, local area networks, computer systems, servers, computer equipment and telephone systems and initiates corrective action.

Advises and makes recommendations to County Departments on policies and procedures regarding the services provided by the Field Services Division.

Ensures that maintenance records are kept on individual system configurations, equipment, service orders, contracts and billings.

Initiates and develops contacts with independent vendors and County staff regarding operational requirements for ongoing work to install, maintain and modify computer and telephone systems ensuring adherence to compliance by inspecting completed work.

Reviews and manages projects involving computer and telephone systems to ensure compliance to service level agreements and deliverables.

Prepares and distributes directives on operational standards and procedures for the maintenance of computer and telephone systems.

Prepares performance measurement reports on the section's ability to meet established service level agreements.

Prepares and maintains section's budget.

Prepares costs and makes equipment recommendations for various computer and telephone systems and telecommunications equipment.

Makes recommendations regarding hiring, discipline, and promotion of subordinates; authorizes leave and overtime; evaluates and rates employee performance.

Performs related work as required.

KNOWLEDGE, SKILLS AND ABILITIES

Thorough knowledge of telecommunications principles and practices.

Thorough knowledge of wide area networks, local area networks, servers, desktops, computer equipment and telephone systems.

Thorough knowledge of the development and design of service level agreements.

Thorough knowledge of supervisory principles and practices.

Thorough knowledge of recent developments, current literature and sources of information in the field of telecommunications.

Ability to review and manage telecommunication projects to ensure compliance to service level agreements and deliverables.

Ability to estimate costs, labor and materials necessary to perform assigned work.

Ability to maintain complete records and prepare and submit comprehensive reports.

Ability to plan and supervise the work of subordinates in a manner conducive to full performance and high morale.

Ability to communicate clearly and concisely, both verbally and in writing.

Ability to establish and maintain effective working relationships with subordinates, superiors and a variety of other public and private officials.

Ability to analyze and evaluate service level agreements and make effective recommendations for their adoption.

8/16/2005