IT Support Supervisor

The IT Support Supervisor, under general supervision, leads and manages the County's centralized IT Help Desk function, supervising a team of technical support professionals responsible for delivering responsive, customer-focused technology services to County departments.

This position ensures consistent service delivery, effective incident and request management, and alignment with County IT standards. The role also maintains a governance and advisory relationship with departmental technology staff embedded in other County departments to promote standardization, compliance, and coordinated support practices while respecting departmental operations.

Supervises daily operations of the IT Help Desk supporting County employees across all departments.

Establishes and monitors service level targets (SLAs) for incident response, closure methods, and customer satisfaction and provides data as needed for leadership reporting.

Oversees ticket triage, prioritization, escalation, and resolution in accordance with IT and departmental guidelines.

Analyzes ticket trends to identify recurring issues and recommend long-term solutions.

Develops and maintains knowledge base documentation and standard operating procedures/guidelines.

Ensures high-quality customer service and professional communication across all interactions.

Supervises a team of IT Support Specialists.

Conducts performance evaluations, coaching, and professional development planning.

Provides technical guidance and serves as an escalation point for complex issues.

Fosters a culture of accountability, collaboration, and continuous improvement.

Maintains collaborative, advisory relationships with departmental IT liaisons and technology staff.

Promotes adherence to County IT standards for security, procurement, asset management, and system integration.

Facilitates regular communication to share updates, guidance, and best practices.

Identifies risks associated with unsupported or non-standard technologies and escalate appropriately.

Assists in audits, asset inventories, and compliance reporting.

Assists in processes such as device imaging, mobile device and voice support.

Ensure proper documentation of IT assets and lifecycle management.

Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience:

Bachelor's degree in Information Technology or Computer Science, and a minimum of three (3) years of progressive experience in the technology field; or equivalent combination of education and experience.

Licenses or Certifications:

Possession of or ability to obtain Criminal Justice Information Services (CJIS) Compliance Certification within six (6) months of employment.

PREFERRED QUALIFICATIONS

Education and Experience:

Minimum of three (3) years in supervision of a technology-related Help Desk environment.

Licenses or Certifications:

ITIL Certification, CompTIA A+ or Network+

PHYSICAL DEMANDS

Must be physically able to perform sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. The work also requires mental and visual acuity, speaking, balancing, climbing, crawling, crouching, feeling; picking, pinching, typing, or otherwise working primarily with fingers rather than with the whole hand; grasping; picking, holding or otherwise working with the whole hand; hearing, kneeling, pulling, pushing, reaching, repetitive motion, standing, stooping, talking, and walking. Tasks may involve extended periods of time at a keyboard or workstation.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.

Bachelor's degree in Information Technology or Computer Science, and a minimum of three (3) years of progressive experience in the technology field; or equivalent combination of education and experience.

Licenses or Certifications:

Possession of or ability to obtain Criminal Justice Information Services (CJIS) Compliance Certification within six (6) months of employment.

PREFERRED QUALIFICATIONS

Education and Experience:

Minimum of three (3) years in supervision of a technology-related Help Desk environment.

Licenses or Certifications:

ITIL Certification, CompTIA A+ or Network+

PHYSICAL DEMANDS

Must be physically able to perform sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. The work also requires mental and visual acuity, speaking, balancing, climbing, crawling, crouching, feeling; picking, pinching, typing, or otherwise working primarily with fingers rather than with the whole hand; grasping; picking, holding or otherwise working with the whole hand; hearing, kneeling, pulling, pushing, reaching, repetitive motion, standing, stooping, talking, and walking. Tasks may involve extended periods of time at a keyboard or workstation.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.