Service Desk Supervisor

About the role

Under the general supervision of the IT Director and IT Operations Manager, this position performs various professional and technical duties related to supporting and delivering IT services to the County. The Service Manager will recruit, train, and supervise the IT service group while promoting a positive and friendly work environment.

Responsibilities

• Establish internal processes related to servicing county employees and maintain proper documentation for helpdesk procedures
• Build and maintain internal knowledge base documents; ensure information is standardized and accurate
• Analyze helpdesk processes and manage changes to ensure the highest level of service
• Proactively communicate to the organization any risks, incidents, or problems encountered and plans for remediation
• Ensure all tickets and tasks are completed promptly with thorough resolution documentation
• Set up and manage SLAs to ensure timely resolution of issues
• Monitor helpdesk call center performance to ensure prompt communication of high-priority issues
• Maintain upkeep and inventory of all county assets to ensure equipment accountability
• Work with the Project Manager to install, maintain, and ensure redundancy of new county software or hardware
• Perform monthly coaching sessions with each team member to provide performance feedback
• Provide weekly, monthly, and quarterly reporting on Service Desk KPIs
• Maintain a high level of customer service, including responding to voice mails and emails within defined timeframes

Qualifications

• Associate degree in information technology or related technical discipline
• 3–5 years of career experience in technology
• A minimum of 2 years in a leadership position
• Relevant technical or managerial certifications
• Knowledge of the following is a plus:
  • Experience working in a government environment
  • Ticketing and Inventory systems
  • IT Glue
  • Microsoft 365
  • ITIL, PMP, CAPM

Skills

• Expert knowledge of IT best practices, policies, and regulations
• Strong understanding of cybersecurity
• In-depth understanding of programming, computer science, and digital security
• Clear understanding of client/server technology and network architecture
• Strong problem-solving, critical thinking, and decision-making skills
• Advanced leadership and conflict management skills
• Excellent attention to detail
• Great project management skills, including organization, planning, time management, and prioritization
• Excellent oral, written, and customer service interpersonal skills
• Valid driver’s license, clean driving record, and ability to pass FBI/CJIS fingerprint and background checks

Physical Requirements

• Ability to exert very moderate physical effort in light work, involving stooping, kneeling, crouching, crawling, lifting, carrying, pushing, and pulling objects up to 20 pounds (occasionally up to 40 pounds)
• Extended periods at a keyboard or workstation

Performance Indicators

• Thorough understanding of the methods, procedures, and policies of the Management Information Systems Department
• Knowledge of laws, ordinances, standards, and regulations related to the position
• Ability to determine appropriate hardware and software requirements for various County operations
• Skilled in the care and use of required tools and equipment
• Ability to maintain high accuracy standards and exert immediate remedial action to correct quality deficiencies
• Performs assigned work efficiently and effectively to meet established standards
• Assumes responsibility for completing assigned work and adheres to attendance policies
• Maintains an enthusiastic, self-reliant approach to job responsibilities with minimal supervision
• Exercises analytical judgment in areas of responsibility and implements decisions according to prescribed policies
• Develops and maintains cooperative and courteous relationships intra- and inter-departmentally
• Plans and organizes daily work routine, establishes priorities, and avoids duplication of effort
• Adheres to all established safety and housekeeping standards