1 RESOLUTION NO. 24-29,572
A RESOLUTION OF THE COUNCIL OF THE CITY OF
BURBANK APPROVING THE ESTABLISHMENT OF THE
SALARY AND CONFLICT OF INTEREST CODE
DESIGNATION FOR THE CLASSIFICATION OF CLIENT
TECHNOLOGY SUPERVISOR
THE COUNCIL OF THE CITY OF BURBANK RESOLVES:
1. The Position Classification, adopted by Resolution No. 9240 on the 16 th day
of June, 1953, as amended, is further amended by the addition thereto of the classification of Client Technology Supervisor. This classification is added with a title and specification as set forth in Exhibit A, and a biweekly salary as follows:
CTC Barg. Code Job Series Grade Step 1 Step 14 0197 M Information Systems M.1017 $4,832.29 $6,354.46
2. After review and consultation by the Management Services Department, City Clerk’s Office and the Office of the City Attorney, it has been determined that this classification is a Designated Position as defined in the City’s Conflict of Interest Code and shall be required to file a form 700 St atement of Economic Interests as required by Government Code § 81000 et seq. and shall be required to report in disclosure categories 1, 3, 5, and 6.
3. The Financial Services Director is authorized to make such revisions, changes in summaries, fund totals, grand totals, and other portions of the budget document as necessary to reflect and implement the terms and provisions of this resolution.
PASSED and ADOPTED this 19th day of November, 2024.
_ s/Nikki Perez for____________
Nick Schultz
Mayor
Approved as to Form:
Attest: Office of the City Attorney
_s/Kimberley Clark___________ By: _s/Joseph H. McDougall____ Kimberley Clark, City Clerk Joseph H. McDougall City Attorney
24-29,572
2 STATE OF CALIFORNIA )
COUNTY OF LOS ANGELES ) ss.
CITY OF BURBANK )
I, Kimberley Clark, City Clerk of the City of Burbank, do hereby certify that the foregoing Resolution was duly and regularly passed and adopted by a vote of the Council of the City of Burbank at its regular meeting held on the 19th day of November, 2024 by the following vote:
AYES: Anthony, Mullins, Takahashi, Perez, and Schultz.
NOES: None.
ABSENT: None.
_s/Kimberley Clark___________
Kimberley Clark, City Clerk
24-29,572
3 Exhibit A
Resolution for the Classification of Client Technology Supervisor
CITY OF BURBANK
CLIENT TECHNOLOGY SUPERVISOR
DEFINITION
Under general direction, to perform complex administrative, technical, and professional duties in providing organization-wide client technology services; supervise, guide, assist, plan, review, and coordinate the work of service desk agents, field technicians, technical support analysts, client technology specialists, leads, and architects in delivering and supporting client technology services; and perform related duties as required.
ESSENTIAL FUNCTIONS
Responsible for leading, developing, and managing the client technology services team to ensure timely and accurate delivery of information technology (IT) services to City departments, staff, and elected officials; leads IT projects; oversees the daily operation of the IT Service Desk, field operations, and client technology services team; supervises, trains, develops, mentors, and evaluates employees; fosters a culture of collaboration and customer satisfaction; recommends and oversees the implementation and management of current and future client technologies; ensures timely request and issue resolution, and compliance with service level agreements; negotiates, monitors, and reports on key performance indicators; implements continuous improvement initiati ves; collaborates and coordinates with cross-functional teams, City departments, and vendors to provide top tier service; streamlines IT workflows and improves end-user experiences; provides technical expertise and support for complex IT issues, acting as an escalation point for the client technology services team; develops and implements comprehensive procedures, communications, plans, protocols, and tools; implements and optimizes IT Service Management processes including change control, incident, event, problem, and asset management to align with industry best practices and organizational goals; administers and configures productivity software, collaboration solutions, cloud- based productivity solutions, and IT Agile Service Management (ASM) solutions; ov ersees enterprise client technology asset management inventories and lifecycle to ensure accurate tracking, documentation, and optimization of IT resources; develops and delivers training programs and materials to enhance end- user skills with client technologies; develops and maintains documentation for IT processes, procedures, runbooks, troubleshooting guides, and end- user self-help guides; ensures protocols are followed for configuring group permissions and client access; supervises and participates in developing and overseeing complex technology support projects; assists in developing, reviewing, and approving project feasibility and lean business case analyses, requirements, detailed technical project plans, milestones and deadlines, and project budgets; oversees and participates in testing and evaluating vendor packages and products; prepares Requests for Proposals (RFP), evaluates responses, and 24-29,572
4 recommends vendor selection; drafts language and assists in negotiating and administering vendor contracts; remains informed on trends and issues in the client technology services industry; advises, counsels, and educates City staff and elected officials on client technology topics; makes recommendations regarding hiring, promotion, transfer, and disciplinary action, up to and including termination; drives on city business.
MINIMUM QUALIFICATIONS
Employment Standards:
• Knowledge of – planning, organizing, and developing help desk and service desk operation, call center operation, and client technology solutions delivery; network architectures; virtual desktop technology; deployment automation; System Center Configuration Manager (SCCM) and Intune for mobile device management; Windows and MAC/OS operating systems, computer peripherals, audio/visual systems, mobile devices, and client software applications; advanced understanding of client access and group policy structure; expert understanding of IT Infrastructure Library ( ITIL) framework and its application in a support environment; expert understanding of IT Service Management (ITSM) principles and practices; principles of project management; principles and practices of sound personnel management and supervision; spelling, grammar, and punctuation.
• Skill in – organizing, scheduling, and supervising service desk call center, field operations, and technology services staff; solving problems; setting and managing priorities; configuring and administering ITSM and Agile ITSM solutions; advanced level hands -on implementation and administration of relevant client technology solutions including Microsoft 365, desktop, laptop, and mobile computing hardware and software; configuring and administering Microsoft 365, Active Directory and Azure Active Directory, and Windows operating systems, and office applications; effectively managing and automating deployment and maintenance of client computing images, software, and drivers; enterprise asset and inventory management; administering an ITSM solution such as Jira or Service Now; producing effective metric tracking dashboards and reports; systems design and development from user stories and acceptance criteria, thorough analysis, and management; substantial work with data processing, hardware platforms, enterprise software applications, on- premises and cloud based computing, and outsourced systems; demonstrating excellent written and oral communications skills, including presentation skills; demonstrating excellent interpersonal skills; operating modern computers and related software; exercising independent judgement.
• Ability to – develop conceptual frameworks and apply sound principles for effective operation of client technology resources; define issues, analyze problems, evaluate alternatives, and develop sound, independent conclusions and recommendations in accordance with laws, regulations, rules, and policies; define and develop client technology roadmaps; facilitate cross-functional team meetings and build consensus; understand business needs and work collaboratively with business stakeholders and IT team members to develop solutions; implement and manage administration of client 24-29,572
5 technology systems and solutions; set priorities and balance responsibilities; work collaboratively across divisions and departments; quickly gain a superior understanding of the City and IT Department goals and objectives; effectively supervise, plan, coordinate, manage, schedule, and evaluate the performance of staff; communicate effectively, both orally and in writing; prepare reports and maintain and accurately complete records; establish and maintain effective working relationships with supervisors, fellow employees, and the public.
Education/Training: Any combination of education and/or experience that has provided the knowledge, skills, and abilities necessary for acceptable job performance as determined by the City. Example combination includes but is not limited to graduation from an accredited college or university with a bachelor’s degree in computer science, engineering, business management, or a closely related field, five years of senior level experience in delivering client technology services or closely related services in a lar ge- scale technologically complex organization, and three years of progressive experience in supervisory or leadership roles.
License & Certificates: A valid California Class “C” driver’s license or equivalent at time of appointment; current industry recognized certification (to be determined at the time of recruitment) may be required at the time of appointment.
SUPPLEMENTAL INFORMATION
Desirable Qualifications: One or more of the following certifications or equivalent experience: ITIL Foundation, Managing Professional, or Master certification, Computing Technology Industry Association (CompTIA) IT Fundamentals+, Human Development Index Desktop Support Manager (HDI -DSM), Microsoft 365 Administrator, Project Management Professional (PMP), Agile project/program management methodologies.