Service Desk Supervisor

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. This position will ensure all technology needs of County departments are met, and all workstations and equipment are maintained. The Service Manager will recruit, train, and supervise the IT service group while promoting a positive and friendly work environment.

Establish all internal processes related to servicing county employees and ensure proper documentation is kept and maintained for procedures related to the helpdesk and its functionality

Builds and maintains internal knowledge base documents and ensures information is standardized and accurate

Analyzing helpdesk processes and managing change to these processes as necessary to ensure the highest level of service is maintained

Responsible for proactively communicating to the organization any risks, incidents, or problems that are encountered and plans for remediation upon related discoveries

Ensure all tickets and tasks are completed promptly, and resolution processes are thoroughly documented

SLA setup and management to ensure all issues are being resolved on time

Monitor the performance of the helpdesk call center to ensure county employees can communicate high-priority issues promptly

Manage the upkeep and inventory of all county assets to ensure all equipment is accounted for

Work with the Project Manager to ensure new county software or hardware is installed, maintained, and redundant if necessary

Responsible for performing coaching sessions monthly with each team member to provide feedback on current performance against expectations

Provides Weekly, Monthly, and quarterly reporting on Service Desk KPIs

Maintains a high level of customer service expected of all associates, including responding to voice mails and emails within organizationally defined time frames, completing projects as committed, and responding to others’ feedback appropriately

Performs related duties as required

Requires travel between buildings; may require evenings or weekends

Available for on-call if needed

• 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 a plus:
• Experience working in a government environment
• Ticketing and Inventory systems
• IT Glue
• Microsoft 365
• ITIL, PMP, CAPM

• Expert knowledge of IT best practices, policies, and regulations
• Strong understanding of cybersecurity
• In-depth understanding of programming, computer science, and digital security
• A 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
• Must have a valid driver's license, clean driving record, and be able to pass an FBI / CJIS fingerprint and background checks

Physical Requirements
:
Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouchingcrawling, and can involve some lifting, carrying, pushing, and pulling of objects and materials of moderate weight (up to 20 pounds) and occasionally heavier weight (up to 40 pounds). Tasks may involve extended periods at a keyboard or workstation.

Data Conception
:
Requires the ability to compare and judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from apparent standards) of data, people, or things.

Interpersonal Communications
:
Requires the ability to speak and signal people to convey or exchange information. Includes receiving…