Overview
The Site Supervisor / Coordinator provides on-site leadership and senior technical expertise in support of the Castle‑Net program field offices. This role is responsible for overseeing local IT infrastructure, ensuring end‑user device wellness, and maintaining strict compliance with agency IT and data security policies. The Site Supervisor / Coordinator leads on-site technical support activities, directs IT equipment disposal and asset management practices, and manages IT ticketing workflows and on-site personnel to ensure reliable, secure, and efficient operations aligned with program service level agreements (SLAs).
This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.
Responsibilities
- Infrastructure Leadership
- Deploys to Castle‑Net program field sites to conduct comprehensive wellness checks on IT infrastructure, including servers, network devices, workstations, and conference room equipment.
- Evaluates local network performance, identifies connectivity or performance issues, and coordinates remediation with central IT and engineering teams.
- Ensures conference rooms and collaboration spaces are fully functional, including audiovisual systems, communications equipment, and related IT components.
- Compliance & Security
- Ensures all on‑site IT infrastructure and user devices strictly adhere to AGENCY IT policies, configuration standards, and data security requirements.
- Monitors for policy deviations, security risks, and non‑compliant configurations, initiating corrective actions and escalations as required.
- Supports security and compliance reviews or audits at the field office level, providing documentation, evidence, and remediation tracking.
- Asset Management & Equipment Disposal
- Leads IT equipment disposal activities at assigned sites, ensuring secure data sanitization, proper documentation, and compliance with agency disposal policies.
- Oversees asset tracking, including receipt, deployment, relocation, and decommissioning of IT equipment in coordination with central asset management teams.
- Conducts training for local personnel on asset management procedures, proper handling of equipment, and documentation requirements.
- Ticketing Oversight & Personnel Management
- Manages onsite personnel responsible for IT issue ticketing, ensuring accurate logging, prioritization, and assignment of incidents and service requests.
- Monitors ticket queues for the site, ensuring timely resolution of issues in accordance with SLA standards and escalating complex issues as necessary.
- Reviews ticket documentation for quality and completeness, promoting consistent use of ITSM tools and processes.
- End-User Support & Training
- Provides hands-on technical support to end users, including troubleshooting hardware, software, and connectivity issues on-site.
- Coordinates the rollout and adoption of new IT equipment and software at the field office, including installation, configuration, and user orientation.
- Delivers training to staff on new or updated IT tools, systems, and best practices, reinforcing agency standards and improving user self-sufficiency.
- Coordination & Reporting
- Serves as the primary on-site IT point of contact for Castle‑Net program leadership, local management, and central IT teams.
- Provides regular status updates and reports on infrastructure health, ticketing metrics, compliance posture, and disposal/asset activities.
- Identifies systemic issues, recurring problems, and process gaps at field sites and recommends improvements to enhance reliability, security, and user satisfaction.
- Other duties as assigned.
Qualifications
- Requires a Bachelor's degree (or equivalent work experience) in IT, Computer Science, Business Administration, or related field.
- A minimum of 20 years of related experience.
- Must have good technical knowledge of hardware, software, and network troubleshooting, and training or experience with IT equipment setup and maintenance.
- Secret Clearance is required.
- Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Minimum Skills Required:
- Must possess problem-solving skills.
- Must be capable of working with remote support tools and ticketing systems and must be willing to travel.
- Excellent problem-solving, analytical, communication, and interpersonal skills are essential.
- Ability to respond effectively to customers with a sense of urgency.
- Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
- Highly motivated with the ability to handle and manage multiple tasks at any one time.
- Ability to forge new relationships, individual and teaming in nature.
- Must be a Self-starter, that can work independently and as part of a team.
Our Commitment to you / overview of benefits
- Medical, Dental and Vision Insurance; Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
Reports to: Project Manager
Working Conditions
- Professional office environment.
- Must be able to work on-site.
- Must be physically and mentally able to perform duties extended periods of time.
- Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
- Must be able to establish a productive and professional workspace.
- Must be able to sit for long periods of time looking at computer screen.
- May be asked to work a flexible schedule which may include holidays.
- May be asked to travel for business or professional development purposes.
- May be asked to work hours outside of normal business hours.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.
Pay Range
USD $95,000.00 - USD $104,000.00 /Yr.
