IT Supervisor - End Point Services

Full Job Description

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 escalate 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.

This position is expected to create Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and best practices for the Information Technology Service Desk/Field Support staff to be reviewed by management for continual improvement. The IT Supervisor of End User Support should be a self-directed, self-starter, and motivated with the ability to work with minimal supervision who can manage the IT Technical Support team with a focus on customer success and collaboration, to provide the best end user experience. The IT Supervisor of End User Support should have the knowledge and skills to complete Service Desk Tier 1-2 tickets and be able to train staff effectively on troubleshooting steps. This position is expected to follow the IT Ticket Management SOP and be able to effectively manage Ticketing Systems.

Requirements

Service Management
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.

Supervision and Mentoring
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 receive annual reviews and necessary feedback to provide career and growth opportunities, must be able to articulate areas where employees need improvement.

Planning and Budget
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.

Staffing and Training
Interview prospective candidates for open positions. Able to cover the job responsibilities of IT Support Specialist and IT Support Technicians as needed. Train staff in new and existing procedures and develop work schedules, areas of responsibility, updated technology, and support procedures. Train via standard training tools and research new products that could better the Technical Support staff. Work with staff to schedule required training time.

Process Improvement
Implement best practices. Analyze Technical Support staff’s performance for calls, emails, walk-ups, etc. Track trending issues and produce statistical reports for management. Proactively identify process improvement opportunities, including end-user training tools, documentation, ticketing system, and internal training materials. Improve team multitasking, time management skills, and attention to detail. Define, implement, and monitor onboarding goals of new hires, leveraging zero-touch provisioning, automation, and vendor management. Participate in the evaluation of new information systems, products, or services and recommend changes to existing products or services to aid in continuous improvement.

Miscellaneous

• Participates in meetings, in-service training, workshops, etc. for the purpose of gathering information required to perform job functions.
• Performs other duties as assigned by the supervisor.

Qualifications

EXPERIENCE AND TRAINING

1. Bachelor's degree in computer science, information science, management information systems, business administration or related field; AND
2. Two years of IT project management or technically related experience; AND
3. Two years of supervisory or three years lead experience* in an IT-related field which may be concurrent with other required experience; OR
4. Any satisfactory combination of work, education, training, or experience relevant to the position, as determined by Marion County.

* Lead experience must have included: training; reviewing the work of others; organizing, planning, and scheduling work assignments; providing input on employee performance evaluations; providing guidance in daily activities; providing technical expertise; acting as a resource on difficult points of procedures; and providing assistance to and making recommendations in the hiring process.

General knowledge of methods, processes, and operating principles of Windows server, IIS, and SQL Server administration; web design, development, and maintenance; methods and techniques of project management and business analysis; supervision and best established best practices in effectively operating a service desk operation; practices and methods of maintaining data privacy; business and management principles involved in strategic planning, production methods and coordination of people and resources; and research methods for emerging technologies.

Skills and abilities to identify complex problems and develop or evaluate options and implement solutions; analyze information and evaluate results to choose the best solution and solve problems; effectively communicate in person and groups; write clear and concise memorandums, reports, or other documents; use logic and reasoning in identifying the strengths and weaknesses of alternative solutions, conclusions or approaches to problems; manage projects typical to the job assignment; be diligent about detail and thorough in completing work tasks; effectively prioritize tasks and plans; explain what information means and how it can be used; establish effective working relationships with internal and external customers; be pleasant with others on the job and display good-natured, cooperative attitude; accept criticism and deal calmly and effectively in high-stress situations.

PHYSICAL REQUIREMENTS
Operates a motor vehicle; sees using depth perception; stands; sits; moves about the work area; bends forward; stoops; climbs 1 floor of stairs; crawls on hands and knees; reaches overhead; lifts up to 40 lbs.; pushes and pulls up to 25 lbs.; moves carts weighing up to 100 lbs.; carries up to 20 lbs.; operates a keyboard; speaks clearly and audibly; reads a 12 pt. font; distinguishes colors and shades; hears a normal level of speech; and works in areas that may be exposed to dust.