IT Helpdesk Supervisor: Lead Service Delivery & Support

Independence; Independence (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

The City of Independence is seeking an Information Technology Supervisor – Helpdesk to lead the in-house and contracted support teams, ensuring timely and effective user assistance.

This hands-on leadership role covers staff supervision, incident management, service delivery, and collaboration across networking, systems, cybersecurity, and application support.

Candidates should have a four-year degree and five years of progressive IT support experience, including supervisory duties.

Qualifications

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

Responsibilities

• Oversee daily helpdesk operations and escalate issues as needed.
• Lead and supervise helpdesk staff, including hiring and onboarding.
• Monitor service levels, incident response, and ticket metrics.
• Provide hands-on support for complex hardware, software, and access issues.
• Coordinate with departments and vendors to improve workflows.

Skills

Helpdesk operations

Staff supervision

Incident management

Microsoft 365 administration

Active Directory

Networking fundamentals

Troubleshooting

Communication skills

Education

Bachelor’s Degree in Information Systems

Tools

Ticketing systems

Remote support tools

Job description

The City of Independence is seeking an Information Technology Supervisor – Helpdesk to lead the in-house and contracted support teams, ensuring timely and effective user assistance.

This hands-on leadership role covers staff supervision, incident management, service delivery, and collaboration across networking, systems, cybersecurity, and application support.

Candidates should have a four-year degree and five years of progressive IT support experience, including supervisory duties.