Information Technology Supervisor

City of Independence; Independence (MO); Presencial; USD 70 000 - 100 000; Tempo integral

Resumo da oferta

The City of Independence seeks an Information Technology Supervisor – Helpdesk to lead the in-house support team and contracted helpdesk services, ensuring timely, consistent assistance across departments. This hands-on leadership role combines staff management, service delivery, and direct technical troubleshooting, overseeing incidents, service requests, phone and remote support, and performance metrics.

The ideal candidate has a bachelor’s degree in IT or related field and at least five years

Qualificações

• Bachelor’s degree in Information Systems, Computer Science, Business Administration or closely related field.
• Five years of progressively responsible technical support experience, including supervisory or lead responsibilities.
• Equivalent combination of education and experience.

Responsabilidades

• Oversee daily helpdesk operations and ensure service levels.
• Supervise staff, including hiring, onboarding, work assignments, and daily oversight.
• Coordinate escalations to internal teams or vendors.
• Maintain procedures, troubleshooting guides, and knowledgebase content.
• Provide hands-on support for complex hardware, software, connectivity, and account access issues.
• Prepare reports and staffing or service recommendations.
• Support onboarding/offboarding workflows and MS 365/AD identity management.

Conhecimentos

Staff supervision

Incident management

Analytical troubleshooting

Technical documentation

Communication skills

Security principles

Formação académica

Bachelor’s Degree in Information Systems

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Business Administration

Ferramentas

Microsoft 365

Active Directory

Group Policy

DNS

DHCP

Descrição da oferta de emprego

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 andtimelyservice.
• 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.
• Identifyrecurring issues and collaborate with technical teams onroot causeresolution.
• Providehands-onsupport for complex hardware, software, connectivity, andaccount accessissues.
• Support user account administration, Microsoft 365, Active Directory, identity management, and endpoint tools.
• Coordinate provisioning, deployment, replacement, and lifecycle management of enduser devices.
• Manage onboarding and offboarding workflows, including accounts and equipment.
• Assistwith 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 servicequality and processimprovement 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.

MINIMUM QUALIFICATIONS

Education and Experience:

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 knowledgemanagement processes.
• Familiarity with ticketing systems, SLAs, metrics, and workload management.
• Solid knowledge of computer hardware, Windows OS, mobile devices, printers, peripherals, and remotesupport tools.
• Proficiencywith 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 cloudaccess issues.
• Understanding of endpoint, network, server, mobile, and cloudsecurity principles.
• Familiarity withcloudbasedtelephony 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 performancerelated information.
• Ability to build effective working relationships with staff, management, vendors, and other departments.
• Ability tomaintainconfidentiality and use sound judgment.

Special Requirements and/or Qualifications:

Valid driver’s license required.

MustcompleterequiredNIMStrainingwithinfirstsixmonthsofhire.Thisisonlinetrainingthatwillbeprovideduponhire.

WorkEnvironment:

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.

Equal Employment Opportunity Statement

The City of Independence is an Equal Opportunity Employer, and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The City of Independence is a background screening, drug-free workplace.

The City of Independence provides reasonable accommodations to qualified individuals with disabilities. If you would like to request a reasonable accommodation in order to apply for a job, please submit your request to [e-mail].

Disclaimer

The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons. Management reserves the right in coordination with the governing union (if applicable) to add, delete, or modify any and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions.