Unified Technology Solutions Supervisor

Interested candidates must apply to the Unified Technology Solutions Supervisor posting by visiting careers.paturnpike.com by March 26, 2024.

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 565-mile system with over 205 million transactions annually. Together, we are building the highway of the future.

The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as:

• Hybrid Work - combination of remote and in-person reporting
• Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days

*Some options may require completion of probationary period. The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.

Job Purpose and Summary

This position is responsible for supervising the design and implementation of various data center, cloud technology, enterprise architecture, utility, end user, backup, and disaster recovery solutions for the Pennsylvania Turnpike Commission (PTC). Work includes developing strategies to incorporate solutions that meet the current business needs. Work is performed with considerable independence and reviewed for attainment of program goals and overall performance. Supervision is exercised over internal and external Information Technology (IT) professionals.

Essential Functions & Responsibilities

Supervises, plans, and organizes the staff and operations of the assigned Unified Technology Solutions unit including performance management, delegation of work assignments, and review of work product. Ensures the timely and efficient support for Unified Technology Solutions across the entire organization.

Evaluates and analyzes proposed hardware/software technology projects for alignment with the strategic enterprise technology plan, enterprise technology architecture, and for potential return-on investment. Recommends and implements solutions that integrate with installed systems to improve system performance and organizational wide resource utilization.

Supervises and coordinates the installation, testing, and maintenance of networked/standalone solutions and configurations including multi-media equipment, multi-function devices, operating systems software, mobile devices, and accompanying component and/or client software.

Manages, plans, executes, and designs solutions for Unified Technology Solutions projects. Serves as a subject-matter expert (SME) on various other technology projects. Ensures all projects are accounted for in tactical plans.

Develops and recommends technical specifications. Monitors and reviews work to ensure it is performed in accordance with specifications and service-level-agreements. Analyzes and corrects complex problem conditions with systems that are attributable to hardware/software. Coordinates and/or delivers technical support for high-visibility events and executive meetings.

Develops, implements, and ensures compliance with policies, procedures, and technical standards to ensure a stable and productive technology environment is maintained.

Develops access and connection strategies for connecting new systems to current technology environments.

Supervises, plans, and coordinates the design, development, testing, and maintenance of assigned portions of the PTC’s Business Recovery/Continuity Plan.

Monitors overall performance of networks and identifies if upgrades, enhancements, or new technologies are needed. Provides recommendations and justification to management.

Assists with the management and tracking of the Unified Technology Solutions capital and operating budget.

Supervises the off-hours maintenance, monitoring, and support of systems that are available 24/7.

Maintains relationships with staff, outside consulting resources, and third-party vendor representatives to ensure the smooth delivery of support services, identify continuous improvement opportunities, obtain required updates, and ensure training needs are met.

Coordinates with department staff to ensure changes are accurately reflected and communicated through the Change Review Board.

Maintains technical knowledge of the PTC’s server and storage environment including an in-depth understanding of future directions and technologies.

Develops, manages, measures, and reports on key service-level metrics and performance indicators including user response, average response time, average time to repair, and routing to other resources. Provides reports for underperforming services to management and includes corrective actions being taken to address problems.

Promotes the use of self-service tools and the knowledge-based resources to improve end-user satisfaction and reduce costs.

Stays abreast of trends, policies, procedures, standards, and other changes that could have an impact on technology solutions. Determines best practices to drive a continual process improvement culture.

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as required.

Qualifications

Eleven (11) years of experience in IT administering and providing support for data center technologies, cloud technologies, enterprise infrastructure, utilities technologies, end-user technologies, backup solutions, and/or disaster recover solutions.
OR – Seven (7) years of experience IT administering and providing support for data center technologies, cloud technologies, enterprise infrastructure, utilities technologies, end-user technologies, backup solutions, and/or disaster recover solutions.
AND a bachelor’s degree in computer science, information systems or business administration.
Equivalent combination of experience and/or education may be accepted.

Four (4) of the years of experience must be in a supervisory or project management capacity. Two (2) years as a Senior Unified Technology Solutions Architect could be considered equivalent to the supervisory/project management experience.

Possession of a valid driver’s license. Must obtain and maintain a valid Pennsylvania driver’s license within six (6) months of employment.

Competencies

Customer Service

Decision Making and Independent Judgment

Research Skills

Analytical Thinking

Time Management

Project Management

Attention to Detail

Leadership

Developing Others

Strategic Thinking/Planning

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Position may require occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Occasionally exposed to equipment rooms which can be noisy, crowded, dirty and significantly cooler when compared to the office environment. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.

Benefits

The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement. In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.