Information Systems Manager

City of Takoma Park, MD Class Specification

CLASS TITLE: Information Systems Manager
DEPARTMENT: Administration
REPORTS TO: Director of Finance
FLSA STATUS: E
SALARY GRADE: 36
EEO CODE: 3
DATE: 04/2009
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JOB SUMMARY AND DISTINGUISHING FEATURES OF THE WORK

Under administrative direction, performs complex professional and administrative work to ensure the best direction of the City’s technology initiatives and programs. The position is responsible for the overall direction, administration and management of all functions of the Information Systems Division.

CORE COMPETENCIES

Customer Service

Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.

Communication

Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.

Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.

Job Knowledge

Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

ROLE COMPETENCIES

Budgets/Cost Control

Plans for and uses resources efficiently, always looks for ways to reduce costs, creates accurate and realistic budgets and budget projections, tracks and adjusts budgets, contributes to budget planning. Prepares and submits budget within specified time constraints. Anticipates departmental operating and capital needs and budgets adequately for needed expenditures. Reports departmental expenditures within specified time constraints. Bills are submitted for payment on time. Completes and files all applicable reports related to grants, agenda items, etc. within specified deadlines. Anticipates long-term budgeting needs in manner that allows the City to anticipate and plan for sources of revenues for extraordinary future expenses. Controls expenditures to deliver department's services within agreed upon budget. Follows established procurement procedures in obtaining goods and services.

Decision Making/Judgment

Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others. Knows when to notify and/or involve the department head or the City Manager prior to making a decision.

Leadership

Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others. Addresses projects, issues, and situations using innovative solutions that consider dollar and human resources as well as service goals. Asks clarifying questions, actively listens, stays open to other viewpoints, manages distractions and interruptions. Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well. Sets challenging and productive goals for team, keeps team accountable for actions, provides leadership, and motivation, uses checkpoints and data to track progress, sets up systems and processes to measure results.

Managing Performance

Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance. Allocates work with adequate number of personnel so that project deadlines are never missed due to manpower allocation. Fully understands provisions of applicable collective bargaining agreement and ensures compliance with it. Consistently applies policies and procedures in an equitable manner with no valid complaints from subordinates. Trains and instructs employees in proper City techniques and procedures, including those designed to provide a safe working environment. Communicates job expectations and monitors employee progress such that there is sufficient documentation to justify performance appraisals, distinguished increases and/or disciplinary actions. Identifies and takes action to improve employee performance. Completes performance reviews within time-frame prescribed by City policy. Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity. Defines roles and responsibilities, motivates and challenges employees, delegates effectively, and rewards contributions.

Planning

Develops realistic plans, sets goals, aligns plans with City’s goals, plans for and manages resources, creates contingency plans, coordinates/cooperates with others. Creates and communicates a long-term vision, balances short and long term goals, keeps own and team's work aligned with overall goals, creates and adjusts strategic plans. Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively.

ESSENTIAL JOB FUNCTIONS

Plans, organizes, directs, and participates as necessary in all City-wide information systems services.

Deals with a variety of computer-related questions; determines if problems are software or hardware related; takes necessary corrective action.

Performs required server software and hardware maintenance on NetWare, Windows, Linux and Unix platforms; creates new accounts, assigns necessary rights, and configures the users E-mail.

Monitors the operations of remote sites routers and telephone data lines; installs hubs, bridges, routers, and cabling as needed to ensure a reliable transfer of information within and between City facilities, and with external agencies and networks.

Directs the activities of technology staff and identifies staffing needs, ensuring staff have adequate training, and opportunities for professional growth.

IMPORTANT JOB FUNCTIONS

Consults with departments to identify their technology needs as well as opportunities for leveraging technology across departments.

Creates strategic plans and budgets for the procurement and deployment of technology; manages the purchasing of technology components for the City, and the inventory control of parts, equipment, and supplies for unit.

Coordinates with area municipalities, county and state governments, and other government and private sector entities to best leverage technology for City of Takoma Park residents and the business community.

Educates City staff on software currently being used and new technologies that can be used to enhance operations and service delivery.

Performs other related duties as assigned.

MATERIAL AND EQUIPMENT USED

  • Computer(s)
  • Hand Tools
  • Cable Crimper
  • General Office Equipment

MINIMUM QUALIFICATIONS REQUIRED

Education and Experience

Bachelor’s degrees from an accredited four-year college or university in Information Technology, Computer Science, or a related field; and,

Five to seven years of progressively responsible experience; or,

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Licenses and Certifications

Network Administrator Certification

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

All computer application and hardware related to performance of the essential functions of the job.

Principles and practices of computer operations, network configuration, computer diagnostics, and programming.

Standard business arithmetic, including percentages and decimals.

Basic budgetary principles and practices.

Skill in:

Using tact, discretion, initiative and independent judgment within established guidelines.

Analyzing and resolving office administrative situations and problems.

Using mathematics.

Communicating clearly and effectively, both orally and in writing.

Presenting technical information clearly, concisely and in an interesting manner to technical committees, public officials, and the general public.

Applying logical thinking to solve problems or accomplish tasks; to understand, interpret and communicate complicated policies, procedures and protocols.

Selecting and motivating staff and providing for their training and professional development.

Mental and Physical Abilities

Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals.

Ability to write reports, correspondence, and procedure manuals.

Ability to add, subtract, multiply and divide whole numbers, common fractions and decimals.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exist.

While performing the essential functions of this job the employee is frequently required to walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, speak and hear, and lift and/or move up to 20 pounds.

Working Conditions

Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust.

The incumbent's working conditions are typically moderately quiet.

file: Information Systems Manager

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.