HELP DESK SUPERVISOR

Responsible for the daily operations of the City's help desk, the supervision of assigned staff, and the administration and maintenance of the Help Desk ticketing system., * Assign and establish priorities; coordinate efforts to expedite workflow and ensure work is completed in a timely manner in accordance with established SLAs, policies, and procedures.

• Ensure work area coverage; track and monitor individual performance metrics to measure effectiveness and productivity.
• Develop team effectiveness through coaching, communication, motivation, and mentoring.
• Foster a customer-focused technically competent team that can deliver services that meet or exceed the needs of the organization.
• Identify, analyze, and communicate customer support trends through analysis of Help Desk tickets.
• Conducts assessments of server delivery performance objectives to identify opportunities for improvement.
• Provide administrative management of the acquisition and disposition of client PCs; manage inventory of PCs, mobile devices, monitors, and other technology equipment.
• Develops and maintains the City's PC roll out schedule.
• Act as a Point of Contact for escalation tickets; assists with troubleshooting efforts, installations, and other Help Desk duties.

Cybersecurity Operations

• Serve as the primary intake point for all cybersecurity incidents, including phishing, malware, and account compromise.
• Configure and monitor SIEM and other logging tools
• Triage and escalating incidents in accordance with City incident response procedures
• Coordinates with internal IT staff and external partners on incident remediation
• Maintain incident documentation to support CJIS and audit requirements
• Perform preliminary investigation of cybersecurity alerts in SIEM/EDR.

Identity & Access Management (IAM)

• Oversee account lifecycle management (provisioning, modification, deprovisioning)
• Enforce least privilege of access and separation of duties
• Administer and enforce multi-factor authentication (MFA) across systems
• Conduct periodic access reviews in coordination with department leadership

Endpoint Security & Compliance

• Ensure all endpoints meet City security standards for patch compliance, endpoint detection and response (EDR), and antivirus and systems hardening
• Coordinates remediation of vulnerabilities and non-compliant devices
• Support deployment and maintenance of endpoint security tools

Policy Enforcement, Audit Support, & Security Awareness

• Enforce IT security policies and standards across all departments
• Support CJIS compliance efforts, including access control and audit readiness
• Assist with internal and external audits by providing documentation and reports
• Reinforce cybersecurity awareness through user interaction and support activities
• Assist in delivering organization-wide security awareness initiatives
• Performs other related duties as assigned., * This position will serve as the direct supervisor for (2) IT Support Specialists and (2) IT Technicians

Do you have experience in Technical documentation?, Do you have a Associate's degree?, * Associate's degree or equivalent.

• Three (3) years of experience in a related field.
• Or an equivalent combination of education and experience., * Ability to provide and demonstrate excellent Customer Service.
• Ability to communicate with non-technical staff.
• Ability to multi-task (work on multiple technical projects simultaneously).
• Knowledge of information technology principles, concepts, and methods.
• Knowledge of server and client operating systems.
• Knowledge of computers, including diagnostic methods used to resolve PC hardware and software problems.
• Knowledge of MS Back Office suite of applications
• Advanced skill in analyzing problems and identifying solutions.
• Advanced skill in establishing cooperative and productive working relationships.
• Advanced skill in setting priorities for competing projects.
• Advanced skill in performing basic mathematical calculations.
• Advanced skill in operating computers and other standard office equipment.
• Advanced skill in interpersonal relations.
• Advanced skill in oral and written communication.
• Advanced skill in preparing clear and accurate reports.
• CompTIA Security+
• Microsoft Security or Identity Certification
• Experience in local government or public sector IT
• Familiarity with CJIS or similar regulatory frameworks
• Experience with SIEM, EDR, or identity management platforms, * The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping. The employee occasionally lifts light objects up to 20 pounds.