HNI IT Supervisor, Systems Administration in Muscatine, Iowa


The purpose of this position is to provide oversight and guidance to the IT Systems Administration team. This position also assumes the IT Service Management roles of Technical Domain Expert, Service Owner, Financial Manager, Process Owner, Operations Manager, Change Manager, Incident Manager, and Problem Manager.

Supervisory Responsibilities: This position oversees a team.

Essential Functions:

  • Provide technical expertise and support in various service management processes.

  • Support the technical aspects of designing, testing, operating and improving services.

  • Delivery of services as specified in a service level or operational level agreement.

  • Lead a team of technical specialists or an internal support unit.

  • Manage team budgeting, accounting and charging requirements.

  • Ensure that team processes are fit for purpose.

  • Design and continual improvement of team processes

  • Operational management of team processes.

  • Responsibility for operating team services

  • Ensure that all day-to-day operational activities are carried out in a timely and reliable way.

  • Provide support for service operation by ensuring that the required resources for operating the services are available, and by configuring and maintaining operational support systems.

  • Provide instructions for the activities to be carried out by operational staff including the preparation of detailed guidance for regular maintenance tasks.

  • Ensure that service infrastructure and service usage are constantly monitored, and to decide on appropriate responses if any irregularities are detected.

  • Measure the achieved service quality on a regular basis and to identify areas where service quality must be improved.

  • Execute the routine operational tasks required to deliver the agreed service quality on a sustainable basis.

  • Controls all infrastructure changes across their lifecycle.

  • Enable beneficial changes to be made, with minimum disruption to services.

  • Refer the authorization of changes to the change advisory board (CAB).

  • Effective implementation of the incident resolution process and carries out the corresponding reporting.

  • Represent the first stage of escalation for incidents, should these not be resolvable within the agreed time frames in the relevant service levels.

  • Managing the lifecycle of all problems, where the primary objective is to prevent incidents from happening if possible, and to minimize the impact of incidents that cannot be prevented.

  • Resolve the underlying causes of (potential) incidents and provides workarounds while a full solution is not yet available.


Qualifications: To perform the job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • 4-year college degree in IT or related field or 4 years of project/ team leadership experience in your specific technical domain


  • ITIL Foundations V3 required

  • ITIL Practitioner recommended

  • ITIL Expert preferred


  • 4+ years of experience in information technology as a technical domain expert

  • 2+ years of experience working on an ITSM environment

  • 1+ years of experience in 2 or more of the following ITSM roles: Service Owner, Financial Manager, Process Owner, Operations Manager, Change Manager, Incident Manager, or Problem Manager.


  • Information Strategy

  • Advice and Guidance

  • Business Strategy and Planning

  • Technical Strategy and Planning

  • Business Change Implementation

  • Business Change Management

  • Systems Development

  • Installation and Integration

  • Service Design

  • Service Transition

  • Service Operation

  • Skill Management

  • People Management

  • Quality and Conformance

  • Stakeholder Management

  • Sales and Marketing


  • Less than 10%

Posted at: Wednesday, May 09, 2018

Job Req#: 0418021

Category: Information Technology

Type: Salary

Shift: 1st

EEO Category: First/Mid-Level Officials/Manager

Company: HNI Corporation

Location: HNI Information Technology, Muscatine, IA