IT Support Supervisor

City of San Marcos, TX; San Marcos (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

City of San Marcos, TX seeks a Support Services Supervisor to lead the frontline IT support team, ensuring efficient resolution of technical issues and exceptional customer service. You will supervise staff, coordinate hardware lifecycles, and provide escalation paths, collaborating with the Service Delivery Manager to optimize support processes.

The role emphasizes strong leadership, documentation, data reporting, vendor coordination, and cross-department collaboration to maintain high-quality

Qualifications

• Associate degree in computer science, information technology or related field; substitution allowed year-for-year.
• Valid Texas Driver's License with clean record.
• Ability to pass FBI background fingerprint check.
• 3+ years IT support experience.
• 3+ years in a lead/supervisory capacity.
• Experience with workflow/ticket systems (e.g., KACE).

Responsibilities

• Lead and coordinate the daily operations of the Support Team, ensuring alignment with goals and service standards.
• Supervise personnel: scheduling, performance evaluations, leave approvals, and on-call rotations.
• Develop and maintain documentation, procedures, and guidelines for consistency and efficiency.
• Collect, analyze, and report technical and administrative data to IT leadership.
• Oversee hardware/software management including replacements, deployments, and updates.

Skills

Verbal communication

Written communication

Supervisory experience

Customer service

Problem solving

Education

Associate degree (CS/IT)

Tools

KACE

Job description

Become part of a team that thrives on Professionalism, Innovation, Customer Experience, Integrity, and Teamwork — the values that guide how we serve our community.

The Support Services Supervisor is responsible for overseeing the daily operations of the frontline support team, ensuring efficient resolution of technical issues, and providing exceptional customer service. Leading a team of Technology Support Analysts and Specialist, monitoring performance, establishing procedures, coordinating hardware lifecycles, and providing an escalation path for critical issues. As a key point of contact between the support team and the Service Delivery Manager, they collaborate to optimize support processes and maintain high-quality IT support for the organization.

The following list highlights the main responsibilities of this position. While it covers the core tasks, it may not include every duty that could be assigned. Employees may be asked to take on other responsibilities as needed to support the team and department.

• Lead and coordinate the daily operations of the Support Team, setting clear expectations, providing guidance, and ensuring alignment with departmental goals and service standards.
• Supervise personnel and team performance, including scheduling, performance evaluations, leave approvals, and participation in on-call rotations to ensure consistent support coverage.
• Develop and maintain documentation, procedures, and guidelines to promote consistency, efficiency, and knowledge sharing across the Support Team.
• Collect, analyze, and report technical and administrative data, providing regular updates and performance metrics to IT leadership to support informed decision-making.
• Oversee the management of client hardware and software, including planning for replacements, coordinating deployments, and ensuring timely updates.
• Maintain accurate asset management records for desktop hardware, software, and peripherals to support inventory control and compliance.
• Serve as an escalation point for complex or widespread technical issues, ensuring timely resolution and communication with stakeholders.
• Promote a culture of customer service and collaboration, fostering strong internal relationships and optimizing client satisfaction through responsive and effective support.
• Coordinate with external vendors to support procurement, service delivery, and issue resolution as needed.
• Establish and maintain effective working relationships across departments and with external partners to support seamless IT operations.
• Perform other related duties as assigned, demonstrating flexibility and a commitment to organizational success.

MINIMUM REQUIREMENTS

• Associate's degree from an accredited college or university in computer science, information technology, or a related field. Relevant work experience may be substituted for required education on a year-for-year basis.
• Must demonstrate reliable attendance and the ability to adhere to established work schedules.
• Must possess a valid Texas Driver's License with an acceptable driving record.
• Must pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards.

PREFERRED QUALIFICATIONS

• Three (3) or more years of experience in an information technology support role or similar position.
• Three (3) years of experience in a lead or supervisory capacity.
• Experience with workflow and ticket management systems such as KACE.

TRAINING/CERTIFICATIONS

• Must obtain ITIL Foundation certification within 1 year.
• Technology related certifications preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of departmental policies, technical manuals, and user guides, with the ability to interpret and apply technical information effectively.
• Skill in verbal and written communication, with the ability to maintain positive and professional relationships with internal departments, external agencies, and vendors.
• Skill in supervising front-line customer service functions within an IT environment, ensuring responsive and professional experience for all users.
• Ability to analyze technical situations, identify root causes, and implement effective solutions independently with minimal supervision.

PHYSICAL DEMANDS

This position requires the ability to lift up to 50 pounds occasionally. The physical requirements of the job include the ability sit, talk, kneel, bend at both the waist and knee, reach with the arms over the head, and hear, both on the telephone and in person, using regular conversational tones; vision requires the ability to focus and read printouts, computer, screens, and the written material, as well as, the ability of hand/finger usage to perform essential functions, such as computer typing.

WORK ENVIRONMENT

Work is primarily performed in an office setting with extended periods of sitting. Working conditions involve occasional exposure to variable and/or extreme weather conditions, diesel generators and/or other machinery with moving parts, working in confined spaces, and hazards associated with moving/lifting equipment and furniture is involved. Computer room is kept at 70 degrees and may be drafty. Noisy work environment, i.e. generators, alarms, and staff talking on phones (noises are intermittent and constant).

This is a safety-sensitive position.