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Home My WebLink AboutITS Support Services ManagerUpdated: August 2025 (Admin Review) CITY OF IOWA CITY – JOB DESCRIPTION Position Title: Support Services Manager Department: Finance Division: Information Technology Services Supervisor: Information Technology Services Coordinator FLSA: Exempt Civil Service: Yes Pay Grade: 30 Job Number: 3018 Job Summary Maintains integral pieces of larger voice, data network, and computer systems designed to support internal and external users. Ensures availability, reliability and optimal performance of the server systems. Installs, modiﬁes and makes repairs to platform software, server hardware, disk storage hardware and server software systems. Provides technical assistance and training to system users. Essential Job Duties and Responsibilities The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. • Maintains documentation, program listings, layouts and other records in support of development, modiﬁcation and problem resolving eﬀorts. • Maintains, documents, conﬁgures and supports Microsoft Windows servers and Linux servers, operating in an enterprise environment. • Assists with information technology budget, determines life cycle of equipment and replacement, software systems, and staﬃng. • Assists with training eﬀorts of new systems implementation, including documentation, instruction, and hands-on training of others. • Maintains working knowledge of server and network communication protocols. • Monitors and maintains system performance, security, and health including whether disk drives are operational, error decoding and proactive identiﬁcation of thirty servers. • Manages system back-up and recovery. • Responds to client inquiries concerning systems operation. • Analyzes and diagnoses system hardware, software and operations problems. • Conﬁgures and orders equipment per business requirement. • Installs or assists service personnel in installation of hardware and peripheral components, such as, monitors, keyboards, printers and disk drives on user’s premises. • Loads speciﬁed software packages, such as, operating systems, database software (SQL Server), e-mail server software (Exchange) and other programs into server in support of information technology systems standards. • Enters commands and observes system functions to verify correct system operation. Updated: August 2025 (Admin Review) • Coordinates activities with ITS Help Desk, network services or other information technology systems groups. • Maintains and creates records descriptions according to established procedures. • Replaces/patches defective or inadequate software packages. • Accurately estimates eﬀort required for assigned tasks. • Refers major hardware and software problems to vendor and/or service personnel for correction. • Performs service via on-call basis, as needed. • Reviews new technology and may be required to attend training courses. • Conducts self in a professional manner which demonstrates courtesy and respect for all community members and coworkers. • Performs other related duties as assigned. Minimum Education, Experience, Certification/Licensure, Other • Bachelor’s degree from an accredited educational institution and six years of related experience; or ten years of related experience and/or equivalent combination of education and experience. Degree in Business, Management Information Systems, or Computer Science. Experience with hardware and operating systems software, enterprise-level management of server virtualization, Windows Server operating systems, Active Directory and group policy administration. • Must pass criminal background check. Preferred Education, Experience, Certification/Licensure, Other • Bachelor’s degree from an accredited educational institution and eight years of related experience; or twelve years of related experience and/or equivalent combination of education and experience. Additional experience with Active Directory, experience with VMware virtual desktop infrastructure, and experience as a Systems Engineer. Project lead or supervisory experience. • Microsoft Certified in Systems Administration. Knowledge, Skills, and Abilities • Ability to apply concepts of basic algebra and geometry. • Ability to calculate ﬁgures and amounts such as proportions, percentages, area, and circumference. • Ability to deﬁne problems, collect data, establish facts, and draw valid conclusions. • Ability to eﬀectively present information to top management, employee groups, and public groups. • Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. • Ability to read and interpret documents, such as, safety rules, operating and maintenance instructions, and procedure manuals. • Ability to reliably and predictably carry out duties. Updated: August 2025 (Admin Review) • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. • Ability to write reports and plans that conform to prescribed style and format. • Ability to write routine reports and correspondence. • Knowledge at advanced level of hardware and operating systems software, enterprise- level management of server virtualization, Windows Server operating systems, programming language CompTIA A+, Network+, Cisco, VMware, and Microsoft knowledge and skill in use of Laserﬁche and Microsoft Oﬃce – (Word, Excel, Outlook). Supervision Involves leadership role such as regularly guiding, training, and providing direction to permanent staff in completing daily tasks and assignments. May perform additional supervisory duties at the direction of the Department or Division Head to include disciplinary action, assisting with hiring or firing, and writing or delivering performance reviews. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. The noise level in the work environment is usually moderate. Duties are generally performed in an office setting with a controlled environment. While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock and vibration. The job requires sitting for extended periods of time and the work may expose the employee to unpleasant social situations and significant work pace pressure. Iowa City is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act as Amended, the City will provide reasonable accommodations to qualified individuals with Updated: August 2025 (Admin Review) disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. Reviewed/Approved by: Nicole Davies, Finance Director (4/2024) I have read and understand the duties and requirements of this job description, and I agree that I can perform the duties of this position with or without reasonable accommodation. Employee Date ________________________________ __________________