Help Desk Supervisor Agency; Information Technology Services

Licking County Chamber of Commerce; Newark, Northern (OH, KY); On-site; USD 73,000 - 78,000; Full time

Job summary

Licking County Government is seeking a Help Desk Supervisor to oversee daily IT Helpdesk operations and lead a team of technicians in Newark, OH. You will ensure timely support for end users, manage escalations, and uphold IT security and compliance standards.

Core responsibilities include staff scheduling, training, performance management, and reporting on Helpdesk metrics to IT leadership. This role requires strong customer service and technical leadership.

Qualifications

• Associate degree in Information Technology or related field is required with 3+ years IT support/helpdesk experience; at least 1 year in a supervisory/lead role.
• Valid driver's license and strong technical leadership.
• Experience with Windows, Microsoft 365, Active Directory, networking, VoIP, printers, and endpoint hardware required.

Responsibilities

• Oversee daily IT Helpdesk operations and ensure timely, effective end-user support.
• supervise Helpdesk staff, manage scheduling, training, mentoring and performance.
• Monitor ticketing system to prioritize, track, and resolve requests within SLAs.
• Serve as escalation point for complex technical or customer service issues.
• Ensure procedures align with IT security/compliance standards and maintain documentation.
• Contribute to IT project readiness, training, and communication to end users.

Skills

Technical leadership

Customer service

Analytical problem solver

Advanced technical troubleshooting

Windows environments

Microsoft 365

Active Directory

Networking (TCP/IP, DNS, DHCP)

VoIP systems

Printers and endpoint hardware

Supervisory / lead experience

Education

Associate degree in Information Technology or related field

Job description

Help Desk Supervisor Agency; Information Technology Services

Position: Help Desk Supervisor Agency: Information Technology Services
Minimum Qualifications: Associate degree in Information Technology or related field; and three or more years of IT support/helpdesk experience,
including at least one year in a supervisory or lead role; or equivalent combination of education and experience.
Additional Qualifications (Agency/Dept. Qualifications): Valid driver's license. Technical leadership. Customer service focus. Analytical problem solver. Advanced technical
troubleshooting. Strong knowledge of Windows environments, Microsoft 365, Active Directory, networking (TCP / IP, DNS, DHCP), VoIP systems, printers and endpoint hardware.
Hours: Core Business Hours: 8:00 a.m. - 5:00 p.m., Monday - Friday, 35 hours per week
Salary: $73,000 to $78,000
Summary: The Helpdesk Supervisor oversees daily IT Helpdesk operations, ensuring timely and effective support for end users. This
role manages Helpdesk staff, monitors ticket resolution, and serves as an escalation point for complex issues. The
supervisor enforces IT policies, promotes customer service excellence, and ensures support activities align with
organizational security and compliance requirements.

Duties:

• Demonstrates regular and predictable attendance.


• Promotes and maintains positive and effective working relationships within County offices/departments as well as the general public.


• Supervise Helpdesk staff including scheduling, training, mentoring, and performance management.


• Monitor Helpdesk ticketing system to ensure requests are prioritized, tracked, and resolved within established SLAs.


• Serve as the primary escalation point for complex technical or customer service issues.


• Ensure Helpdesk procedures and documentation are accurate, current, and aligned with IT security/compliance standards.


• Conduct regular quality checks to confirm tickets are being resolved with professionalism, accuracy, and in compliance with data handling policies.


• Assist in developing and implementing Helpdesk performance metrics and reporting to IT leadership.


• Monitor outstanding escalated tickets that may cause delays or issues and follow up with the responsible IT teams to ensure timely resolution.


• Support IT projects by ensuring Helpdesk team readiness, training, and communication to end users.


• Maintain an emphasis on customer service, communication, and continuous improvement.


• Contribute to disaster recovery and incident response readiness by ensuring Helpdesk team awareness of procedures.

SUPERVISORY RESPONSIBILITIES - Helpdesk Technicians

Licking County is an Equal Opportunity Employer.

Licking County Human Resources Department,

Additional Postings available from Licking County Government