Supervisor Information Technology Services (Infrastructure)

Supervisor Information Technology Services (Infrastructure)

CalOptima

CalOptima Health is seeking a highly motivated Supervisor Information Technology Services (Infrastructure) to join our team. The Supervisor Information Technology Services will assist the manager with overseeing technical assistance regarding hardware/software related requests through Information Technology Service Management (ITSM) elements such as incident management and request fulfillment. The incumbent will also assist with all requests for computer audits, disaster recovery planning and execution of such plans. The incumbent will assist management either directly or through the efforts provided by direct reports, which consist of assigned technical and operational personnel in the Information Technology (IT) group. The incumbent will provide oversight of assigned staff members in the day-to-day operations of the computer infrastructure and operations center units and will monitor and administer reviews for their staff. The incumbent will ensure that all policies and procedures of the organization and IT department are followed and executed in a professional manner.

Position Information:

• Department: ITS- Infrastructure
• Salary Grade: 314 - $99,902 - $159,843 ($48.03 - $76.8476)
• Work Arrangement: Full Office
  
  **This position is eligible for telework in California.**

Duties & Responsibilities:

• 50% - Supervisory
  • Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.
  • Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department.
  • Responds to, updates and completes tickets generated by the Service Desk Ticket system and assigns them to other areas of the IT group accordingly.
  • Operates an efficient and trouble-free IT infrastructure environment in support of the company's day-to-day business operations.
  • Assists in recruitment, develops, mentors, supervises and appraises subordinates to provide an efficient and effective operation. Prepares and administers performance evaluations and recommends salary adjustments for staff when appropriate.
  • Supervises the daily activities of assigned staff to ensure timely and effective reporting, tracking, follow-up and communication of status to management and end-users. Develops and maintains subordinate team's work schedule to achieve optimal coverage and productivity. Performs daily time management and authorization for staff.
  • Ensures the physical safety of staff in the event of an emergency on premise and at remote sites.
  • Evaluates and recommends new technologies in desktop, mobility, server, network and storage technology to support business needs.
  • Collaborates with the team in creating new knowledge articles and updating and migrating existing knowledge articles to the ServiceNow Knowledge Base.
  • Monitors the Automatic Call Distribution (ACD) queue and ensure timely responses and resolutions within Service Level Agreements (SLAs)
    
    
• 5% - Service Desk Support
  • Ensures that on-boarding tickets have been completed prior to the start date of a new hire, all equipment has been set up and tested and requested folder permissions granted.
  • Ensures that off-boarding tasks are completed timely, including the retrieval of assets and removal of credentials.
  • Advises and recommends improvements in organizational, operational, procedural and workflow plans.
  • Plays a key role in internal Outage processes, assigning tickets and promoting to Problems when necessary and assists in coordinating teams to troubleshoot to resolution.
  • Participates with on-call support for any production processing and/or infrastructure issues supported by the IT group.
  • Assists in managing the operation of a data center and its related infrastructure components, including coordinating the monitoring activities for data center server, storage and network communications.
  • Monitors communications on incident status to end-users and management and participates in more complex IT problem solving and advanced project work.
  • Aids in asset management and e-waste of IT infrastructure hardware.
  • Monitors and assigns tickets ensuring they are promptly distributed to the appropriate team members based on priority, complexity and skill set.
  • Provide and communicate daily and weekly ServiceNow metrics.
  • Assists with monthly server patching using Tanium.
    
    
• 5% - Other
  • Completes other projects and duties as assigned.

Minimum Qualifications:

• Bachelor's degree in business administration, computer science or related field PLUS 3 years of senior level desktop, server, storage, network or telephony communications support experience required; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.
  
• 3 years of progressive experience in Microsoft Office 365, Windows PC systems, Active Directory, and/or Microsoft SharePoint Online required.
  
• Experience deploying, troubleshooting and managing Windows 10/11 and macOS/iOS devices in a corporate environment required.
  

Preferred Qualifications:

• ITSM/ Information Technology Infrastructure Library (ITIL) certifications related to the provisioning of services.
  
• CompTIA Security+, CompTIA A+ or HDI Support Center Analyst (SCA) certification.
  
• Microsoft Windows certification.
  
• Apple Certified Support Professional (ACSP), Microsoft Office Specialist (MOS) or equivalent experience.
  
• 2 years of supervisory experience or entry level leadership role, scheduling, delegating tasks and assigning resources.
  
• Experience using IT service management solutions.
  
• Government and/or health care experience with general understanding of Protected Health Information (PHI) and Personally Identifiable Information (PII).

Required Licensure / Certifications:

• N/A

Knowledge & Abilities:

• Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds.
• Work independently and exercise sound judgment.
• Communicate clearly and concisely, both orally and in writing.
• Work a flexible schedule; available to participate in evening and weekend events.
• Organize, be analytical, problem-solve and possess project management skills.
• Work in a fast-paced environment and in an efficient manner.
• Manage multiple projects and identify opportunities for internal and external collaboration.
• Motivate and lead multi-program teams and external committees/coalitions.
• Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.

Physical Requirements (With or Without Accommodations):

• Ability to visually read information from computer screens, forms and other printed materials and information.
• Ability to speak (enunciate) clearly in conversation and general communication.
• Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.
• Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
• Lifting and moving objects, patients and/or equipment 10 to 25 pounds

Work Environment:

If located at the 500, 505 Building or a remote work location:

• Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.
• There are no harmful environmental conditions present for this job.
• The noise level in this work environment is usually moderate.

If located at PACE:

• Work is typically indoors in a clinical setting serving the frail and elderly.
• There may be harmful or hazardous environmental conditions present for this job.
• The noise level in this work environment is usually moderate to loud.

If located in the Community:

• Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.
• Employee will occasionally work outdoors in varied temperatures.
• There may be harmful or hazardous environmental conditions present for this job.
• The noise level in this work environment is usually moderate to loud.

About CalOptima Health:
CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay!

About our Benefits & Wellness options:
At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2025 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package.

IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS

Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is June 25, 2025 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date.

The selection process may include, but is not limited to, a skills assessment, phone screen and interview.

The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet.

Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application.

CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together.

CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.


To apply, please visit: https://jobs.caloptima.org/jobs/supervisor-information-technology-services-infrastructure-505-city-parkway-west-california-united-states







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