Help Desk Supervisor - Information Technology Department

The Help Desk Supervisor reports to the Service Delivery Manager and is responsible for overseeing the day-to-day operations of the Escambia County BCC help desk, ensuring efficient and effective support services to all departments. This role involves managing a team of technicians and specialists, coordinating with other IT teams, and maintaining high levels of customer satisfaction through timely and accurate problem resolution.

EXAMPLES OF DUTIES

Manages, mentors, and leads a team of help desk technicians and specialists

Assigns and prioritizes tasks, ensuring even distribution of workload and efficient use of resources

Oversees the troubleshooting and resolution of hardware and software issues

May act as the Service Delivery Manager in the absence of the Service Delivery Manager

Ensures all incidents and requests are logged, tracked, and resolved in a timely manner using the county's ticketing system

Assists with complex or escalated issues as needed

Ensures high levels of customer satisfaction by providing clear communication and setting realistic expectations for issue resolution

Monitors and analyzes help desk metrics and reports to identify trends and areas for improvement

Develops and maintains strong working relationships with internal departments and external vendors

Evaluates and improves help desk processes, procedures, and workflows to enhance efficiency and service quality

Implements and monitors adherence to IT policies, standards, and best practices

Generates and reviews help desk performance reports, including ticket resolution times, customer feedback, and technician productivity

Maintains accurate documentation of help desk procedures, policies, and technical solutions

Reports regularly to the Service Delivery Division Manager on help desk operations and performance

Assists in the development and management of the replacement cycle and budget

Manages inventory of all IT assets, including hardware and software licenses, During emergency conditions, the incumbent of this position will automatically be considered an emergency service worker. This employee is subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situations and is expected to perform emergency service duties, as assigned.

Physical Requirements:

Positions in this class typically require sitting, standing, talking, hearing, seeing, finger and hand dexterity as well as repetitive motions. Sedentary Work: Exerting up to 10 pounds of force occasionally. Sedentary work involves sitting frequently during the day. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Bachelor's degree in Information Systems, Computer Science, Business, or a related field with a minimum of three years of experience in IT Support, with a minimum of one year in a supervisory role, or, a combination of education and experience equivalent to these requirements.

Licenses and Certifications:

Must possess a valid driver's license from state of residence

Knowledge, Skills, Abilities, and Other Characteristics (KSAOs):

IT systems, networks, hardware, and software

proficiency in help desk management tools and ticketing systems

leadership and team management skills

problem-solving and attention to detail

effective communication and interpersonal skills

familiarity with the unique technological environment, systems, and security requirements in local government

understanding of relevant laws, data security, and privacy regulations affecting local government IT operations (e.g., HIPAA, CJIS)

understanding of help desk procedures, ticketing systems, and common support workflows

effectively manage, mentor, and motivate a team of help desk technicians/specialists

analytical skills to quickly diagnose issues and implement appropriate solutions

communication and interpersonal skills to ensure high-quality interactions with end-users, even under stressful conditions

manage multiple priorities, delegate tasks, and ensure timely resolution of issues

adjust quickly to changes in technology, workflows, and organizational priorities in a government setting

make sound and timely decisions, often under pressure, to keep systems and services operational

empathize with end-users, who may have varying levels of technical knowledge and face critical or time-sensitive issues

communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction

Pulled from the full job description

• Prescription drug insurance
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, Benefits/Compensation Package:
• Medical / Dental / Vision plans
• Prescription coverage
• Employee health clinic
• Employee fitness centers
• Employer-sponsored retirement plan or an investment plan
• Deferred Compensation Plan
• Flexible Spending Account(s)
• Employee Assistance Program
• Annual/Sick Leave or Paid Time Off (PTO)
• Group Life Insurance