The LAN Administrative Supervisor is responsible for the delivery of division-wide enterprise IT support services. These services include customer technical support and consulting, management and performance monitoring of divisional IT systems and servers, development and implementation of on-premise and SaaS computing infrastructure, departmental IT project management and internal application development. The LAN Administrative Supervisor is also responsible for the supervision of IT staff supporting approximately 500 staff members, 75 applications and 700 devices within the division. The position is required to participate in an on-call rotation with off-hours work as needed, in response to mission critical IT issues and customer needs.
Essential Duties & Responsibilities
Manages and oversee the Tier-III client desktop service support for University Student Services including desktop, software, printing, email, networking, and digital media services support. Also coordinates and monitors desktop support needs for several departments that receive services from central IT (~100 users).
Responsible for supervising 3 FTE (2 LAN Admin II, 1 Sr. Tech Analyst) including recruitment, hiring, training, performance monitoring, mentoring, professional development, progressive discipline and performance improvement plans.
Administer and securely maintain our assigned Active Directory OU with approximately 500 users and 700 devices.
Install and upgrade computer hardware, software, and peripherals.
Supervises desktop support staff and monitors performance metrics (customer satisfaction, problem time-to-resolve, etc.) and takes proactive measures to ensure staff are productive and skills are current.
Manage dotted-line Sr. IT Analyst reports (2 FTE) from Technology Center with focus on mobile device management processes and support.
Contributes towards the professional development of desktop support staff, aligning employees’ personal goals, team goals, and organizational goals.
Describes technical issues to non-technical groups and develop as well as administer user training as required to achieve efficient utilization of IT resources.
May take on the role of a Project Leader for campus-wide/enterprise-wide assignments (Ex: Pharos Printing, DMC CheckOut, EnterpriseConnect).
Maintains inventory of devices and peripherals. Responsibilities include tracking computer replacements, keeping sufficient inventory on hand, deaccessioning units in a socially and environmentally conscious way.
Approves assignment of priorities for projects, prioritizes and organizes tasks for others to meet changing priorities. Provides guidance/direction for engineering efforts, test and evaluation programs.
Helps establish and document employee policies for Desktop Support services team, collaborating with upper management to ensure divisional needs are met.
Investigate, test, recommend, and implement software and hardware solutions and tools to support the server and network environment.
Provide A/V support and expertise on an as-needed basis in support of divisional events and collaboration needs.
Maintains relationships with customer base to better understand their needs and address organizational goals.
Ensure the computer hardware, operating systems, software, and maintenance procedures follow best practices, JHU organizational policies, and security guidelines.
Administration of Windows and MacOS servers, client/workstation management using SCCM and Active Directory.
Directly responsible for management of University Student Services divisional servers; must configure and secure multiple server platforms including Windows Server, Citrix XenServer, and Linux distributions.
Will be a proactive team player, motivated problem solver, and inquisitive technician, engaged in finding new ways to leverage existing systems and integrate new ones.
Vendor Management: Serve as primary technical contact for numerous infrastructure, hardware, and software vendors to solve application and operating system issues.
Work closely with colleagues in central IT group (IT@JH) to manage core network services, systems, and infrastructure for Student Services.
Will be organized and provide an excellent customer service experience for clients, both internal and external to IT.
Expected to build and maintain an extensive library of technical and systems documentation.
Assist team with full life-cycle systems support for workstations and servers.
Research new technologies that could be beneficial to the division.
Attend department and University-sponsored training to increase knowledge, improve and learn new skills. May substitute University training for supervisor approved commercial job related course offerings.
Other duties as assigned.
Four years related experience.
Degree in computer science or related field preferred.
At least five years of experience in systems administration and/or direct client technology support.
At least four years of supervisory and/or team leadership experience preferred.
Special Knowledge, Skills and Abilities:
Deep understanding of Windows, Mac and Linux operating systems.
Total familiarity with current server, workstation, and storage hardware.
Knowledge of Active Directory architecture and administration.
Knowledge of systems management and workstation imaging using SCCM
Demonstrated knowledge of supporting digital media applications and the infrastructure required to provide those resources to end users.
Some experience with software development in general preferred.
Solid grounding in network protocols and infrastructure services like DHCP/DNS.
Excellent communication and documentation skills. Solid experience with project planning applications and change management process.
Ability to work independently and to manage competing priorities.
Must be able to remain in stationary/seated position for up to 70% of time. Ability to operate a computer and/or other office equipment on a daily basis. Ability to move about on campus in order to perform the essential job functions listed in the General Description. Ability to position self to lift, carry, and transport supplies and equipment of approximately 45 pounds.
Classified Title: LAN Administrative Supervisor Role/Level/Range: ATP/04/PF Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Mon-Fri 8:30-5 Exempt Status: Exempt Location: 01-MD:Homewood Campus Department name: 60004003-IT Services Personnel area: Homewood Student Affairs
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Equal Opportunity Employer Note: Job Postings are updated daily and remain online until filled.
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.