IT Service Desk Supervisor Main Library

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Service Desk Full Time Information Technology, Main, Columbus, OH, US

2 days ago Requisition

Job Title:IT Service Desk Supervisor (40 hrs./Exempt/Full-time)

Location:

Information Technology - Main Library
Starting Pay Range:$60,486.40-$ annually (commensurate with experience)
Note:For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy

Our Commitment to Diversity

Open to all doesn’t just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that’s how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law.

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness
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• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

Supervises all Service Desk personnel responsible for architecture design, deployment, and maintenance of the library's desktop infrastructure, including operating systems, desktop applications, and other information system related technologies as assigned.

Ensures high levels of customer service quality and availability by Service Desk support staff through effective incident management and efficient operations. Leads incident management and Service Desk operations. Oversees compliance with all policies and procedures to ensure consistent service levels and rapid problem resolution. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

Position Schedule

• Monday-Friday - 8am-5pm
• On-call 24x7 to respond to emergency calls regarding desktop support and to perform off-hours tasks.

What You’ll Do:

• Assists IT management in developing Service Desk strategy and direction.
• Supervises activities of Service Desk team members to ensure courteous, timely and effective resolution of end user issues.
• Leads Desktop Systems Engineers in developing and documenting ongoing standards for the desktop environment within a changing environment. Leads Desktop Systems Engineers in developing solutions for peripheral technologies including handheld devices, scanners, printers,and projectors.
• Partners with library stakeholders to understand staff desktop technology needs. Identifies ways to improve the efficiency and effectiveness of desktop technology solutions, and manages end-user expectations for new and upgraded desktop services.
• Assists in the development Service Level Agreements (SLAs) to establish problem resolution expectations and time frames.
• Collaborates with other departments to identify and/or procure Support Desk software for internal staff and external…