Supervisor, IT Infrastructure

Rocky View County values our employees and provides a welcoming and stable work environment where positive energy, creativity, and a service mindset are encouraged. We seek individuals who enjoy making a difference and contributing meaningfully to a vibrant community. Our valued and diverse team of 500+ employees are provided with the same concern, respect, and caring attitude as the 45,000 people who call Rocky View County home.
At Rocky View County we value employee work/life balance. Staff are provided with opportunities to grow professionally while being supported with paid training, a competitive salary, benefits after 30 days, 27 paid days off in their first year, plus general holidays, a pension plan, paid sick time, and a hybrid work environment for eligible positions.
Position Summary
Reporting to the Manager, Information Technology, the Supervisor of IT Infrastructure & Service Desk will oversee the County's IT operations. The Supervisor will be responsible for managing and ensuring the efficient operation of our IT infrastructure, including network systems, hardware, software, and cloud services. Additionally, the role includes leading the Service Desk team to provide exceptional technical support and customer service to our employees.
Core Accountabilities
Daily Operations
- Oversee the daily operations of the IT infrastructure, & cloud services ensuring optimal performance, reliability, and security.
- Supervise the Service Desk team, setting objectives, monitoring performance, and providing escalation support to ensure high levels of technical support.
- Collaborate with other departments to identify, recommend, implement, and support cost-effective technology solutions aligned with business needs.
- Act as the primary liaison between staff, management, and external vendors for IT-related matters, maintaining strong vendor relationships.
- Plan and manage IT projects, including the deployment of new IT systems and services, ensuring they meet business requirements and are delivered on time and within budget.
- Monitor and analyze IT infrastructure performance, making recommendations for improvements or upgrades.
- Provide hands-on technical support and direct technical contributions as needed, including network configuration, server maintenance, and system administration.
- Ensure compliance with data security protocols, network access controls, and backup systems.
- Monitor work order activity through the ticketing system, ensuring effective resource allocation and timely resolution of outstanding work and high-priority issues.
- Perform complex problem-solving during critical outages, developing postmortems to prevent future incidents.
- Stay informed about the latest developments in IT technology and trends, driving innovation within the organization.
- Develop and maintain processes, tools, and documentation to support the production environment.
- Ensure performance metrics are achieved, increasing productivity and efficiency of the team.
- Communicate with key stakeholders on operational issues, handling escalations, and notifying management of high-severity and chronic issues.
- Provide detail-oriented tactical leadership for cross-functional infrastructure team members, demonstrating broad business and technical knowledge.
- Adhere to change control policies and procedures, ensuring compliance and stability of the IT environment.
- Develop operational plans and provide resource estimation for task planning and project execution.
- Provide input to the IT budget, ensuring cost-effectiveness and strategic allocation of resources.

Strategy, Planning, Analysis, Administration
- In conjunction with the Manager, develop performance measurement tools to provide tracking mechanisms to ensure work done meets County standards.
- Contributes to the development of IT strategies, translates those strategies into tactical IT initiatives, to ensure value-added results.
- Coordinate plan to safeguard County digital assets through security program and backup strategy.
- Oversee design and administration of communication systems.
- Assist the Manager in maintaining licensing agreements.
- Coordinate, obtain and monitor technical contract services as directed by Manager.
- Participate in the updating and/or implementation and roll-out of policies, procedures, guidelines, or protocols and communicate pertinent information to employees.
- Identify personnel requirements and coordination of employees to ensure adequate coverage is maintained.
- Coordinate Change Management Board to ensure changes are consistent with design strategy and best practices ensuring stability and security of County Systems.
- Assist and/or develop budget and staffing forecasts - monitoring and expenditures in conjunction with the Manager.

Supervision | Leadership
- Supervise operational area with an emphasis on efficiency, accuracy, quality, and safety to ensure a superior level of service.
- Supervise, mentor, and encourage sta