IT Helpdesk Supervisor & Service Delivery Lead

City of Independence; Independence (MO); On-site; USD 70,000 - 100,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Staff supervision

Incident management

Analytical troubleshooting

Technical documentation

Communication skills

Security principles

Education

Bachelor’s Degree in Information Systems

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Business Administration

Tools

Microsoft 365

Active Directory

Group Policy

DNS

DHCP

Job description

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