> Markdown version of [/jobs/ext/1179765-help-desk-supervisor-information-technology-department](https://www.wearedevelopers.com/jobs/ext/1179765-help-desk-supervisor-information-technology-department). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Supervisor - Information Technology Department - **Company:** Escambia County - **Location:** Pensacola, FL, United States - **Experience:** Expert - **Salary:** $63,752.0 - $79,690.0 - **Contract:** Permanent contract - **Skills:** Software Applications, Information Systems, Data Security, Issue Tracking Systems, Information Technology Operations, Software Engineering, Information Technology - **Published:** July 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=be4ee65c0d53c36c ## About the Role 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 ## Description 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. ## Related Videos - [The Avengers Initiative (Practical Ethics for Software Engineers)](https://www.wearedevelopers.com/videos/2070-the-avengers-initiative-practical-ethics-for-software-engineers) - [Microservices? Monoliths? An Annoying Discussion!](https://www.wearedevelopers.com/videos/970-microservices-monoliths-an-annoying-discussion) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Official Opening of WeAreDevelopers World Congress 2026](https://www.wearedevelopers.com/videos/100000-official-opening-of-wearedevelopers-world-congress-2026) - [Giving AI eyes: How to build a dashboard you can't see](https://www.wearedevelopers.com/videos/100193-giving-ai-eyes-how-to-build-a-dashboard-you-can-t-see) - [Web-based Information Visualization](https://www.wearedevelopers.com/videos/84-web-based-information-visualization) ## Related Articles - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job)