IT Help Desk Team Lead

The City of Boise is seeking a skilled and service-oriented IT Help Desk Lead to guide day-to-day help desk operations and support a high-performing technical support team. This role serves as a key decision-maker when the supervisor is unavailable, helping prioritize incoming service requests, assign work, and ensure timely resolution of issues based on urgency, operational impact and customer need.

The IT Help Desk Lead also takes point on high-priority support matters involving critical city functions, including elected officials, public safety, Human Resources and other essential departments. The ideal candidate brings strong technical troubleshooting skills, sound judgment, a collaborative leadership style and a commitment to excellent customer service. Experience using artificial intelligence or automation tools to improve workflows, solve problems or streamline service delivery is highly valued, though not required.

To ensure internal equity and alignment with the approved budget for this position, offers are made within the posted hiring range. Although the hiring range is fixed, employees receive an exceptional benefits and total rewards package that enhances the overall value of employment with the City of Boise., Provides technical support for the citywide computer hardware and software systems. Provides front-line technical services to elected officials, city employees and volunteers. Creates, modifies, maintains and terminates user accounts for enterprise and/or department software applications. Deploys updates and applications.

Troubleshoots network servers and connectivity issues. Supports department projects as needed including any special assignments/working hours. Provides initial troubleshooting to the technology in the emergency vehicle fleet.

Provides guidance and direction to the help desk team while maintaining team morale. Monitors and ensures staff performance, quality and productivity standards are met. Encourages continuous improvement, involves others in planned process improvement efforts and measures to encourage/guide help desk team members to follow a systematic improvement process.

Contributes to discussions, actions and projects and helps to resolve indifference or conflicts by identifying common ground and exploring potential solutions. Works with a variety of city department heads to process involuntary termination in the active directory. Participates in the hiring process by interviewing prospective candidates.

Documents accurate and detailed steps while working with the end user in an IT Service Management (ITSM) tool. Monitors wait times and manages staffing distribution at the help desk. Reviews and monitors help desk calls to maintain the standard of services.

Posts statistics as appropriate. Creates and maintains documentation directed at IT Staff and city employees. Develops and writes procedures for installation and use of hardware and software. Maintains service logs and monitors maintenance agreements, warranties and site licenses. Documents technical processes and troubleshooting guidelines in the knowledge management database.

Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

High school diploma and three years of experience providing basic personal computer hardware/software support in an enterprise setting which includes installing and configuring personal computers and/or peripherals, tablets, smartphones and etc., Knowledge of:

• Principles and practices of the personal computer or network server operations or both

• Performing routine file backup operations and normal preventative maintenance practices for personal computers and/or network servers

• Computer usage including related software

• Installation, maintenance and operation of computer hardware and software, peripherals, operating systems and applications software

• Methods for training end-users on applications and processes

• Methods and design of the IT Infrastructure Library.

Ability to:

• Communicate effectively in the English language at a level necessary for efficient job performance

• Perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation.

Preferred Knowledge, Experience, And Training

Associate's degree in a related information technology field and five years of help desk experience providing basic personal computer hardware/software support in a large-scale client/server system.

Experience with Microsoft Dynamics or other ITSM software., While performing the duties of this job the employee is occasionally lifting/carrying up to 35 pounds and rarely lifting/carrying up to 50 pounds. Also, the employee is rarely pushing/pulling up to 50 pounds. The noise level is occasionally moderate. Work includes sensory ability to talk, hear, smell and touch. Work in this position also includes close vision. Employees will sit, stand, walk, stoop, kneel, crouch, crawl, reach and grasp. Position requires hand/finger dexterity.

• Zero-cost premium medical coverage for you and your family (an estimated $10,000 - 20,000 value)

• PERSI retirement (11.96% Employer Contribution) plus employer-matched 401(k)/457b

• 10 hours vacation/month (grows with tenure), 12 paid holidays, and 8 hours sick leave/month

• 10 weeks paid parental leave

• $500 annual wellbeing incentive

• Tuition reimbursement and free local bus pass, The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.