IT Supervisor - End Point Services

It’s an exciting time to work for Marion County! We’re looking for dedicated and collaborative individuals to supervise our outstanding staff of support personnel. You will be ultimately responsible for the endpoint computers and systems that support employees of the county and ultimately our citizens. This challenging and rewarding role is looking for individuals that share Marion County’s core values of:
Integrity, Professionalism, Stewardship, and Customer Service. We welcome all who share those values to apply.

The IT Supervisor of End User Support supervises support staff for production issues and coordinates the efficient and effective operations of Technical Support Team Members, including work direction and supervision of IT Support Specialists and IT Support Technicians. This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all Technical Support Team procedures and system documentation;

assisting team members in answering service requests, addressing service or escalation issues, and applying independent decision making to resolve issues or escalate problems to management.

This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all Technical Support Team procedures and system documentation; assisting team members in answering service requests, addressing service or escalation issues, and applying independent decision making to resolve issues or escalact problems to management.

The IT Supervisor of End User Support develops regular reports on service tickets, ensures that service levels are met, identifies trends, and makes recommendations for service improvements, and provides business recommendations to management for service growth and/or improvement.

Create standard operating procedures (SOP) s and training manuals for all existing and incoming team members to assist in their daily work. Implement and maintain ITIL Service Desk system. Monitor Service Desk and Field Support activities and respond to inquiries from all county departments. Provide technical troubleshooting and escalation as needed. Provide detailed analytics on technical performance and trends to Management.

Management of the ticketing system, team ticketing queues and assignments, and ensuring resolution in a timely and accurate manner, with as little rework as possible. Implement Service Level Agreements (SLAs) and escalation processes. Manage and track:
Incident Management, Knowledge Management, Customer Satisfaction, Service Level Management, and Request Management.

Supervise Technical Support staff’s daily activities ensuring timely and professional delivery of technical support for calls with computers, core software products, network issues, desktop hardware, and related hardware peripherals. Plan, organize, and direct the work of Technical Support staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; review team member work for accuracy and timely completion of assigned duties.

Ensure Service Desk provides consistent, high-quality, and professional service to the county. Mentor/Coach all department staff as needed to improve performance and morale. Ensure all Service Desk employees receives annual reviews and necessary feedback to provide career and growth opportunities, must be able to articulate areas where employees need improvement.

Execute the end-point hardware lifecycle equipment replacement program ensuring an accurate and detailed inventory of endpoints. Create and execute End User Support management plan and budget. Monitor budget and project-related spending to ensure spending aligns with plans and budgets. Work with outside vendors as needed for any Service Desk/Tech projects. Ability to interface with executive-level management and give senior-level presentations. Define technology strategies, goals, and budget as a member of the IT Management Team.

Interview prospective candidates for open positions. Able to cover the job responsibilities of IT…