Help Desk Supervisor - Information Technology Department

• Location 221 PALAFOX PLACE,SUITE 140,Pensacola, FL, 32502,United States
• Base Pay $63,752.00 - $79,690.00 / Year
• Job Category Computers, Information Systems, IT Support
• Industry Local , County , Government
• Employee Type Full-Time
• Required Degree 4 Year Degree

** Closing Date:
July 15, 2026**

The Help Desk Supervisor reports to the Service Delivery Manager and is responsible for overseeing the day-to-day operations of the Escambia County BCC help desk, ensuring efficient and effective support services to all departments. This role involves managing a team of technicians and specialists, coordinating with other IT teams, and maintaining high levels of customer satisfaction through timely and accurate problem resolution.

Manages, mentors, and leads a team of help desk technicians and specialists

Assigns and prioritizes tasks, ensuring even distribution of workload and efficient use of resources

Oversees the troubleshooting and resolution of hardware and software issues

May act as the Service Delivery Manager in the absence of the Service Delivery Manager

Ensures all incidents and requests are logged, tracked, and resolved in a timely manner using the county’s ticketing system

Assists with complex or escalated issues as needed

Ensures high levels of customer satisfaction by providing clear communication and setting realistic expectations for issue resolution

Monitors and analyzes help desk metrics and reports to identify trends and areas for improvement

Develops and maintains strong working relationships with internal departments and external vendors

Evaluates and improves help desk processes, procedures, and workflows to enhance efficiency and service quality

Implements and monitors adherence to IT policies, standards, and best practices

Generates and reviews help desk performance reports, including ticket resolution times, customer feedback, and technician productivity

Maintains accurate documentation of help desk procedures, policies, and technical solutions

Reports regularly to the Service Delivery Division Manager on help desk operations and performance

Assists in the development and management of the replacement cycle and budget

Manages inventory of all IT assets, including hardware and software licenses

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field with a minimum of three years of experience in IT Support, with a minimum of one year in a supervisory role, or, a combination of education and experience equivalent to these requirements.

Must possess a valid driver’s license from state of residence

• IT systems, networks, hardware, and software
• proficiency in help desk management tools and ticketing systems
• leadership and team management skills
• problem-solving and attention to detail
• effective communication and interpersonal skills
• familiarity with the unique technological environment, systems, and security requirements in local government
• understanding of relevant laws, data security, and privacy regulations affecting local government IT operations (e.g., HIPAA, CJIS)
• understanding of help desk procedures, ticketing systems, and common support workflows
• effectively manage, mentor, and motivate a team of help desk technicians/specialists
• analytical skills to quickly diagnose issues and implement appropriate solutions
• communication and interpersonal skills to ensure high-quality interactions with end-users, even under stressful conditions
• manage multiple priorities, delegate tasks, and ensure timely resolution of issues
• adjust quickly to changes in technology, workflows, and organizational priorities in a government setting
• make sound and timely decisions, often under pressure, to keep systems and services operational
• empathize with end-users, who may have varying levels of technical knowledge and face critical or time-sensitive issues
• communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction

All Escambia County BCC employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Escambia County BCC's Employee Code of Ethics, gift, and conflict of interest policies.

All Escambia County BCC employees must establish and maintain effective working relationships with the public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.

During emergency conditions, the incumbent of this position will…