Help Desk Supervisor: Lead IT Support & Service Excellence

City of Laredo; Laredo (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

The City of Laredo seeks a Help Desk Supervisor to lead the Help Desk staff and operations. You will prioritize and assign tasks, manage tickets, and ensure service levels are met while coordinating with other divisions to resolve end-user requests.

You will conduct performance evaluations, participate in hiring and disciplinary actions, and drive continuous improvement through training and reporting. An on-call rotation may be required.

Qualifications

• Supervises help desk staff, conducts evaluations, and participates in hiring and discipline.
• Improves first-level support processes and documents standard operating procedures.
• Maintains customer-focused service and supports business continuity.
• Balances peak-period coverage with an on-call rotation as needed.

Responsibilities

• Direct daily help desk activities and staff work assignments.
• Monitor work-order system, prioritize tasks, and ensure SLA targets are met.
• Lead process improvements, generate productivity reports, and train staff.
• Maintain relationships with customers and other divisions to ensure service quality.
• Assist with inbound calls during peaks or incidents and participate in on-call rotation.

Skills

Leadership

Customer Service

Prioritization

Communication

On-call

Team coaching

Data analysis

Documentation

Education

Associate's Degree

Tools

ITSM System

Job description

The City of Laredo seeks a Help Desk Supervisor to lead the Help Desk staff and operations. You will prioritize and assign tasks, manage tickets, and ensure service levels are met while coordinating with other divisions to resolve end-user requests.

You will conduct performance evaluations, participate in hiring and disciplinary actions, and drive continuous improvement through training and reporting. An on-call rotation may be required.