Senior Service Desk Technician

Overview

The Senior Service Desk Technician is responsible for leading a team that provides technical support and troubleshooting to all City of Melbourne Departments and employees. Duties include handling requests for assistance related to computer hardware, software, mobile devices, telecommunications, and other technology products and services. The Senior Service Desk Technician monitors and verifies the work of other technicians in the Service Desk and manages all procedures related to identifying, prioritizing, and resolving incidents, including monitoring, tracking, and coordinating Service Desk and Desktop functions.

They review and report on the ticketing system and monitor trends, technician s resolutions, and communication with employees. They escalate tickets according to the service level agreement and complete customer satisfaction surveys after technicians have closed out tickets.

• Plan, design, and analyze the organization s service desk and desktop services according to best practices while ensuring high customer service quality and availability.
• Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
• Conduct staffing capacity planning, service process design, performance analysis, and develop proactive resolution plans.
• Provide in-person, hands-on support to end-users when necessary and offer guidance to people with varying levels of technological competency.
• Collaborate with Information Technology staff and leadership to facilitate resolutions.
• Manage the inventory of all technology hardware, including asset tagging and location logs, and maintain deployment/issuance records using the Client Management System; dispose of hardware at end-of-life or when damaged beyond repair.
• Lead documentation of core SOPs, user FAQs, self-help, and troubleshooting guides as part of an integrated ticketing system; document device configurations and ensure updates to all documents.
• Develop preventive maintenance plans and perform regular maintenance per government-approved plans; support degaussing and sanitizing data from decommissioned media.
• Implement SLAs and policies for problem identification, documentation, assignment, and resolution in coordination with departments.
• Analyze Service Desk performance and resolutions; identify problem areas and deliver solutions to improve quality; plan performance appraisals and manage recognition and disciplinary action as needed.
• Participate in service design sessions to communicate changes to customers and ensure support functions are considered within SLA metrics.
• Engage with vendors to oversee installations, provide training, install/configure service desk tools, and manage inbound requests via phone, ticketing, and email for timely resolution.
• Track trends in Service Desk requests and generate statistical reports; develop end-user training programs and help sheets, usage guides, and FAQs.
• Provide training, coaching, and mentoring to Service Desk and Desktop Technicians; participate in CAB meetings; monitor incident trends and proactively resolve issues.
• Report on IT assets  status and location; monitor and improve customer service processes; align with ITIL practices (Incident, Request Fulfillment, Problem, Change Management).
• Interface with vendors, team members, applications, and customers for requirements, changes, and incidents; provide first-level support for Return to Service and Service Requests according to SLAs; assist with Incident/Change/Problem Management.
• Participate in feasibility studies, capacity planning, performance analysis, technology evaluation, and requirements specifications; provide after-hours, on-call support; deliver technical support in a timely, customer-friendly manner.

• Bachelor s degree in Computer Science, Information Technology, or related field.
• Six to eight years of related experience and/or training, or equivalent combination of education and experience.
• Supervisory experience is preferred.
• This job requires a public safety background check, including motor vehicle history, criminal history, and fingerprinting.

• Must possess and maintain a valid Florida driver s license. Applicants with out-of-state licenses must obtain a Florida license within 10 days of employment.
• At least one of the following licenses or certifications (certifications or equivalents may be substituted for education on a 1-year per certification basis):
• CompTIA A+
• ITIL Foundations
• IT Service Management (ITSM)
• Cisco Certified Network Associate (CCNA)
• HDI Certified Customer Service Representative (HDI-CSR)
• Other relevant certifications and training may be considered.

• Proficiency in leadership and supervisory techniques.
• Knowledge of computer equipment and peripherals, network analysis and design procedures, and advanced computing functions for PC.
• Knowledge of basic software packages and IT Service Management software.
• Strong…