IT Supervisor, Customer Support

JOB SUMMARY:
Under general direction, responsible for providing leadership, expertise, and oversight for the Service Desk and Desktop systems utilized within the organization. Directly supervise the Customer Support and Desktop Support teams, coordinating with various stakeholders, and ensuring smooth operation of critical business systems. This role plays a vital role in aligning technology solutions with business objectives and driving efficiency, productivity, and innovation across the organization.

ESSENTIAL JOB FUNCTIONS:

• Manage the overall operations of Information Technology Customer Support services ensuring satisfactory support levels, including:
  - Managing the schedules of team members to provide coverage of the Service Desk (Help Desk) during regular business hours and on-call support for after hours.
  - Plan and direct the activities of vendors (including contract management), and other assigned positions in the support of existing production systems; and prepare detailed statistical information related to Information Technology Customer Support service areas and recommend improvements.
  - Create and maintain detailed processes to ensure staff and vendors follow City policies and procedures.
  - Set goals, both short term and long term, that align with the strategy of the IT department as a whole and implement policies regarding desktop support.
  
• Select, train, and review the performance of assigned staff to ensure that suitably trained and qualified staff is available. Ensure staff members are properly trained to perform their technical job responsibilities (required certifications are current) and to understand and to execute the Information Technology department and Customer Support division policies and procedures.
  
• Evaluate and recommend new systems, techniques, concepts, equipment, and new software products to determine effectiveness in our environment. Examine and forecast the effect of implementing new products in the existing production environment. Ensure development of deployed images adhere to the documented standard. Maintain an inventory of all City IT assets (desktops, laptops, servers, etc.) ensuring that stock management contains the necessary controls to ensure full utilization and eliminate loss.
•  Act as liaison between Customers and IT Department with relation to Desktop-related issues

OTHER JOB FUNCTIONS:

• Prepare metrics reflecting team and individual performance against Service Level Agreements and to reflect overall activity level within the team.
  
• Manage the yearly refresh of leased PC’s/Laptops and related peripherals.

Salary : $52,000 - $63,000