IT Service Desk Supervisor

Lancaster County, SC Government; Lancaster (SC); On-site; USD 85,000 - 110,000; Full time

Job summary

Lancaster County Government is seeking a Service Manager to lead the IT service group, ensure delivery of IT services across county departments, and maintain workstation and equipment standards.

Under supervision of the IT Director and IT Operations Manager, you will recruit, train, and supervise staff, promote a positive work environment, and report on Service Desk KPIs with a focus on customer service excellence.

Qualifications

• Associate degree in information technology or related technical discipline.
• 3–5 years of career experience in technology.
• Minimum 2 years in a leadership position.
• Relevant technical or managerial certifications.
• Experience in a government environment is a plus.
• Experience with ticketing and inventory systems.
• Proficiency with IT Glue and Microsoft 365.
• Knowledge of IT best practices, cybersecurity, and client/server networks.

Responsibilities

• Establish internal IT service processes and document procedures.
• Build and maintain a standardized internal knowledge base.
• Analyze helpdesk processes and manage changes to maintain service levels.
• Communicate risks, incidents, or problems and remediation plans.
• Ensure tickets and tasks are completed promptly with thorough resolutions.
• Set up and manage SLA to ensure timely issue resolution.
• Monitor service desk performance and accessibility for staff.
• Manage asset inventory and equipment upkeep.
• Collaborate with Project Manager on software/hardware installations and redundancy.
• Provide coaching sessions monthly and report on KPIs weekly, monthly, quarterly.
• Maintain high levels of customer service and respond within defined timeframes.

Skills

Leadership

Project management

Customer service

Analytical thinking

Communication

Education

Associate degree in information technology or related technical discipline

ITIL Certification

PMP Certification

CAPM Certification

Tools

IT Glue

Microsoft 365

Ticketing systems

Asset / Inventory management systems

Job description

Under the general supervision of the IT Director and IT Operations Manager, this position performs various professional and technical duties related to supporting and delivering IT services to the County. This position will ensure all technology needs of County departments are met, and all workstations and equipment are maintained. The Service Manager will recruit, train, and supervise the IT service group while promoting a positive and friendly work environment.

Description

Under the general supervision of the IT Director and IT Operations Manager, this position performs various professional and technical duties related to supporting and delivering IT services to the County. This position will ensure all technology needs of County departments are met, and all workstations and equipment are maintained. The Service Manager will recruit, train, and supervise the IT service group while promoting a positive and friendly work environment.

Examples of Duties

ESSENTIAL JOB FUNCTIONS

Establish all internal processes related to servicing county employees and ensure proper documentation is kept and maintained for procedures related to the helpdesk and its functionality

Builds and maintains internal knowledge base documents and ensures information is standardized and accurate

Analyzing helpdesk processes and managing change to these processes as necessary to ensure the highest level of service is maintained

Responsible for proactively communicating to the organization any risks, incidents, or problems that are encountered and plans for remediation upon related discoveries

Ensure all tickets and tasks are completed promptly, and resolution processes are thoroughly documented

SLA setup and management to ensure all issues are being resolved on time

Monitor the performance of the helpdesk call center to ensure county employees can communicate high-priority issues promptly

Manage the upkeep and inventory of all county assets to ensure all equipment is accounted for

Work with the Project Manager to ensure new county software or hardware is installed, maintained, and redundant if necessary

Responsible for performing coaching sessions monthly with each team member to provide feedback on current performance against expectations

Provides Weekly, Monthly, and quarterly reporting on Service Desk KPIs

Maintains a high level of customer service expected of all associates, including responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, and responding to others’ feedback appropriately

ADDITIONAL JOB FUNCTIONS

Performs related duties as required

Requires travel between buildings; may require evenings or weekends

Available for on-call if needed

Typical Qualifications

EDUCATION & EXPERIENCE

• Associate degree in information technology or related technical discipline
• 3-5 years of career experience in technology
• A minimum of 2 years in a leadership position
• Relevant technical or managerial certifications
• Knowledge of the following a plus:
• Experience working in a government environment
• Ticketing and Inventory systems
• IT Glue
• Microsoft 365
• ITIL, PMP, CAPM

SKILLSET & OTHER QUALIFICATIONS

• Expert knowledge of IT best practices, policies, and regulations
• Strong understanding of cybersecurity
• In-depth understanding of programming, computer science, and digital security
• A clear understanding of client/server technology and network architecture
• Strong problem-solving, critical thinking, and decision-making skills
• Advanced leadership and conflict management skills
• Excellent attention to detail
• Great project management skills, including organization, planning, time management, and prioritization
• Excellent oral, written, and customer service interpersonal skills
• Must have a valid driver’s license, clean driving record, and be able to pass an FBI / CJIS fingerprint and background checks

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED

TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements

Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching\\crawling, and can involve some lifting, carrying, pushing, and pulling of objects and materials of moderate weight (up to 20 pounds) and occasionally heavier weight (up to 40 pounds). Tasks may involve extended periods at a keyboard or workstation.

Data Conception

Requires the ability to compare and judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from apparent standards) of data, people, or things.

Interpersonal Communications

Requires the ability to speak and signal people to convey or exchange information.Includes receiving direction and instruction from supervisor.

Language Ability

Requires the ability to read various policies and procedures, technical manuals, diagrams, etc. The ability to prepare technical reports, records, etc., with proper format, punctuation spelling, and grammar, using all parts of speech, and to speak with and before others with poise, voice control, and confidence.

Intelligence

Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions; to deal with several abstract and concrete variables. Requires the ability to learn and understand relatively complex principles and techniques, make independent judgments without supervision, and acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information.

Verbal Aptitude

Requires the ability to record and deliver information, explain procedures, and follow and give oral and written instructions to teach employees. Communicate effectively and efficiently in various technical and professional languages, including computer science and data processing.

Numerical Aptitude

Requires the ability to add and subtract totals, multiply and divide, use mathematical formulas, determine percentages and decimals, and determine time.

Form/Spatial Aptitude

Requires the ability to inspect items for proper length, width, and shape and visually read various information.

Motor Coordination

Requires the ability to coordinate hands and eyes using office machinery.

Manual Dexterity

Requires the ability to handle various items, including keyboards, office equipment, control knobs, buttons, switches, catches, tools, etc.Must have moderate levels of eye/hand/foot coordination.

Color Discrimination and Visual Acuity

The ability to differentiate colors and shades of paint; requires visual acuity to determine depth perception, peripheral vision, an inspection of small parts, preparing and analyzing written or computer data, etc.

Interpersonal Temperament

Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergencies or tight deadlines.

Physical Communications

Requires the ability to talk and hear: (talking: expressing or exchanging ideas using spoken words; hearing:perceiving the nature of sounds by ear).