IT Support Request Coordinator

Under limited supervision, performs supervisory, administrative and skilled, specialized work in the coordination of computing services for County departments. Work involves supervising and participating in receipt of requests which includes verification of completeness and assignment to appropriate service areas. Employee is responsible for coordination of help desk support and monitoring requests to ensure resources are efficiently used. Follow up with clients is a key to ensure quality service and needs are met.

Work involves coordinating with Support Services to ensure appropriate staffing. Employee is responsible for meeting with service area managers for planning, scheduling, allocating and maintaining workloads, ensuring adherence to policies and procedures. Employee is also responsible for administering routine personnel matters, including interviewing, hiring, training and directing the activities of IT Support Technicians, reviewing performance, and recommending personnel actions. Reports to the Business Relations and Projects Administrator.

Oversees IT support request services of the Department, including planning, scheduling, and allocating daily workload; maintains workload controls; ensures adherence to policies and procedures.

• Receive, assess, and submit service requests into database. Verify accuracy, timeframe for resolution, and assignment to appropriate service area while providing acknowledgement to the client.
• Administers system outage notifications to ensure consistency of communication and audience.
• Supervises, instructs, plans, coordinates, instructs, assigns, reviews, and directs activities of IT Support Technicians, ensuring adherence to established policies and procedures; assists and advises subordinates, as necessary, resolving problems as non-routine situations arise.
• Reviews output quality, edits and verifies accuracy of data, and produces a variety of reports as required, ensuring completion by specified deadlines and in accordance with established goals and objectives.
• Administers or makes recommendations for routine personnel matters affecting subordinates, including interviewing applicants, hiring, promoting, disciplining, terminating, giving salary increases, etc., preparing and submitting various reports and records as required by County management; approves employee time sheets, and grants compensatory, sick or personal leave.
• Utilizes computer systems and peripheral equipment, associated software and programs to perform request services duties, assist clients, enter, store and/or retrieve information, to prepare correspondence, documents, spreadsheets, surveys, and file maintenance, etc., as necessary.
• Meets with Service Area Managers of the Department, attending meetings and providing input based on expertise and observations, as appropriate.
• Schedules workshops, classes, meetings, etc., as requested.

• Participates in the development of policies, procedures and standards.
• Evaluates requests for probable cause and negotiate appropriate service dates.
• Performs the duties of IT Support Technicians and/or Support Services, as required.
• Performs other related work as required.

Associate’s degree in computer science, business administration or a related field, and 4 years of experience in data entry, data processing, and clerical work involving use of computer-driven data entry equipment, including supervisory experience; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Possession of a valid North Carolina driver’s license.