IT Support Team Lead

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

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