Information Systems Supervisor - Help Desk

Note for internal applicants: Successful candidates already at rates above the posted salary will be evaluated on an individual basis to determine final salary outcome.

Job Location: Central Office, 601 West Main A, Jefferson City, Missouri

Are you looking for a leadership role where you can guide a team dedicated to delivering exceptional end‑user support? Do you have a passion for improving processes, mentoring team members, and ensuring seamless technology experiences for staff across the organization? Are you a strong communicator who thrives on problem solving and driving efficiency? If you answered yes, this position could be the perfect fit for you!

The Help Desk Supervisor oversees the team responsible for end‑user support, including hardware and software troubleshooting, ticket management, and customer service experience. This role ensures timely resolution of technical issues, manages workload distribution, and monitors key performance metrics to maintain high service standards. The ideal candidate will have strong organizational skills, the ability to prioritize in a fast‑paced environment, and a commitment to continuous improvement.

You’ll collaborate with vendors, coordinate with other IS teams, and work closely with business units to deliver reliable and responsive IT support and perform all necessary supervisory duties. Responsibilities are performed under general supervision.

This position is with the Missouri Department of Transportation (MoDOT) Information Systems Division
, supporting the department’s divisions/districts for delivery of the best IT solutions for a safe, stable, and reliable transportation system in Missouri.

This opening is for one of eight Information Systems Supervisors which serves as the management team of the Information Systems (IS) division. It plays a critical role in facilitating work activities across the IS division and throughout the various divisions of MoDOT.

• Lead Help Desk Operations:
  Oversee call center and ticket queues, set priorities, enforce response standards, and analyze trends to ensure timely resolution of technical issues. Manage audio/video support for conferences and meetings, administer system and application access for statewide users, and implement process improvements to enhance efficiency and service quality.
• Provide Technical Oversight:
  Direct troubleshooting, installation, configuration, and maintenance of hardware and software. Manage OS upgrades, desktop/laptop replacements, and desktop applications, including related budgets. Ensure smooth upgrades and compliance with licensing requirements.
• Coordinate and Communicate Across Teams:
  Facilitate collaboration between Help Desk, IS teams, and other divisions to deliver consistent messaging, resolve compatibility issues, and recommend solutions for evolving technology needs.
• Develop Processes and Drive Continuous Improvement:
  Create and maintain procedures for software renewals, upgrades, and ticket reporting. Identify opportunities for improvements and consistency across the organization.
• Lead and Mentor Your Team:
  Set clear expectations, foster open communication, and promote accountability. Drive a culture of service excellence and professional growth through coaching, performance feedback, and recognition. Assess skill gaps, develop and implement training plans, ensure cross‑training for resource efficiency, and support employee development.

• Bachelor’s Degree:
  Computer Science, Computer Information Systems, Business Administration, or related field, AND six years of progressive experience in information systems, OR ten years of increasingly responsible professional experience in positions related to information systems.

• Job requires occasional statewide overnight travel.
• No telework option.

• Experience with help desk support.
• Experience leading a team, projects, or supervisory experience.
• Excellent communication, planning, time management, organizational and leadership skills.
• Ability to lead a team, provide direction, and take forward‑thinking…