Information Technology Supervisor

The Information Technology Supervisor - Helpdesk oversees the City’s inhouse technical support team and contracted helpdesk services. This hands-on leadership role combines staff management, service delivery, and direct technical troubleshooting to ensure employees receive timely, consistent, and effective support. The supervisor manages daily helpdesk operations, sets service expectations, monitors performance, coordinates escalations, and supports cross-team collaboration across networking, systems, cybersecurity, and application support. ESSENTIAL FUNCTIONS The Information Technology Supervisor - Helpdesk may perform some or all the following duties, including additional duties as assigned.

• Support development and implementation of Technology Services goals, policies, and standards.
• Supervise helpdesk staff, including hiring, onboarding, work assignments, and daily oversight.
• Manage performance through coaching, training, evaluations, and corrective action.
• Prioritize and coordinate technical support activities for efficient and timely service.
• Oversee daily service desk operations, including incidents, requests, walkups, phone, and remote support.
• Monitor service levels, ticket response and resolution times, customer satisfaction, and performance metrics.
• Review tickets for accuracy, documentation quality, prioritization, and compliance with procedures.
• Ensure issues are properly resolved or escalated to internal teams or vendors.
• Maintain procedures, troubleshooting guides, and knowledgebase content.
• Identify recurring issues and collaborate with technical teams on root cause resolution.
• Provide hands-on support for complex hardware, software, connectivity, and account access issues.
• Support user account administration, Microsoft 365, Active Directory, identity management, and endpoint tools.
• Coordinate provisioning, deployment, replacement, and lifecycle management of end user devices.
• Manage onboarding and offboarding workflows, including accounts and equipment.
• Assist with support during outages, cybersecurity incidents, deployments, upgrades, and emergency operations.
• Communicate clearly with users, providing updates, timelines, and explanations.
• Partner with departments to assess needs, address service gaps, and improve workflows.
• Lead service quality and process improvement initiatives.
• Coordinate vendor activities and ensure service commitments are met.
• Prepare reports, performance summaries, and staffing or service recommendations.
• Support project planning, testing, deployment, training, and postimplementation activities.
• Perform other related duties as assigned.

Bachelor’s Degree in Information Systems, Computer Science, Business Administration or closely related field; AND Five (5) years of progressively responsible technical support experience, including supervisory or lead responsibilities; OR An equivalent combination of education and experience.

Knowledge, Skills, and Abilities Required:

• Strong knowledge of helpdesk/service desk operations and technical support practices.
• Understanding of incident, request, problem, change, and knowledge management processes.
• Familiarity with ticketing systems, SLAs, metrics, and workload management.
• Solid knowledge of computer hardware, Windows OS, mobile devices, printers, peripherals, and remote support tools.
• Proficiency with Microsoft 365 administration and support.
• Knowledge of Active Directory, Group Policy, DNS, DHCP, and identity/access management.
• Working knowledge of networking fundamentals and troubleshooting.
• Ability to diagnose wired/wireless connectivity, VPN, DNS, DHCP, and cloud access issues.
• Understanding of endpoint, network, server, mobile, and cloud security principles.
• Familiarity with cloud based telephony and unified communications systems.
• Knowledge of endpoint configuration, software deployment, patching, inventory, and device lifecycle management.
• Ability to lead, coach, and evaluate technical staff.
• Ability to set priorities, delegate tasks, manage workloads, and meet deadlines.
• Ability to remain professional during disruptions or challenging user situations.
• Strong analytical and troubleshooting abilities.
• Ability to clearly communicate technical concepts to nontechnical users.
• Strong written and verbal communication skills.
• Ability to develop documentation, procedures, reports, and training materials.
• Ability to analyze operational and performance related information.
• Ability to build effective working relationships with staff, management, vendors, and other departments.
• Ability to maintain confidentiality and use sound judgment.

Special Requirements and/or Qualifications: Valid driver’s license required. Must complete required NIMS training within first six months of hire. This is online training that will be provided upon hire.

Work Environment: Work is performed in a typical office environment but may require travel to City facilities. The position may require evening, weekend, holiday, emergency, or on-call support as assigned. While performing the essential functions of this job, the employee is frequently required to walk, stand, sit, reach, bend, kneel, crawl, handle equipment, lift up to 25 pounds.