Supervisor, IT Help Desk

Supervisor, Information Technology Help Desk

Under limited supervision, the Supervisor, Information Technology Help Desk is responsible for overseeing the daily operations, service quality, and performance of the District's Help Desk function. This role ensures timely and effective technical support for all end users, whether working within the District's network environment or remotely using mobile devices such as iPads and iPhones. The Supervisor is accountable for maintaining high levels of customer satisfaction, achieving strong first-contact resolution rates, and minimizing aged or unresolved tickets.

The position requires a comprehensive understanding of supported hardware, software, and enterprise systems, as well as strong leadership capabilities to guide, develop, and evaluate Help Desk staff. The Supervisor is also responsible for optimizing processes, procedures, tools, and communication channels to enhance service delivery and operational efficiency. In addition, this role requires experience in vendor management, including coordinating with external service providers, monitoring performance, and ensuring adherence to contractual obligations and service‑level expectations.

The Supervisor also oversees IT asset management activities, including the tracking, lifecycle management, and accurate inventory of District‑owned hardware and software assets. This includes ensuring proper deployment, maintenance, replacement, and retirement of devices; maintaining asset records and documentation; coordinating with procurement on purchasing needs; and enforcing asset‑related policies to support security, compliance, and fiscal stewardship.

• Associate's Degree candidates with relevant certifications and a minimum of five (5) years of experience may be considered.
• Bachelor's Degree in Computer Science, Information Technology, or a related field study; plus a minimum of three (3) years of work experience as indicated below.
• Master's Degree in Computer Science, Information Technology, or a related field study; plus a minimum of one (1) year of work experience as indicated below.

• Required - Minimum of 5 years of related work experience with project management or system support; plus an Associate’s Degree as indicated above.
• Required - Minimum of 3 years of related work experience with project management or system support; plus a Bachelor’s Degree as indicated above.
• Required - Minimum of 1 year of related work experience with project management or system support; plus a Master’s Degree as indicated above.
• Required - Demonstrated experience in influencing, guiding, and providing mentorship to varying levels of staff.
• Required - Vendor management experience, including evaluating tools and negotiating support contracts.
• Required - Experience with Microsoft Intune for device management, application deployment, and compliance monitoring.
• Preferred - Experience with strategic and operational planning, resource allocation, leadership technique and coordination of people and resources.
• Preferred - Experience defining governance/project management frameworks and measuring adherence.

• Required - Have and maintain a valid driver's license upon hire.
• Preferred - Certified Project Management Professional (PMP)-PMI or accredited equivalent upon hire.
• Required - Pre-employment background check & drug screen upon hire.

• Proven leadership skills with the ability to build relationships across all levels of the organization. (Intermediate proficiency)
• Proven success in delivering projects within budget and specified time frames, while ensuring customer satisfaction. (Intermediate proficiency)
• Proven problem‑solving skills from problem assessment to solution selection, ability to identify alternatives and make contingency plans. (Advanced proficiency)
• Capacity to embrace change and quickly adapt to new situations, changes in direction, and altering priorities. Proven ability to thrive in a fast paced, dynamic environment with competing priorities. (Advanced proficiency)
• Ability to handle multiple projects and assignments. (Advanced…