Airport Service Desk Supervisor

Clark County Department of Aviation•Harry Reid International Airport - Las Vegas, NV

6d•Onsite

About The Position

The Clark County Department of Aviation (DOA) is seeking qualified candidates to apply for the Airport Service Desk Supervisor position. This position leads the Information Systems (IS) Service Desk and End User Support teams, ensuring responsive, reliable, and customer-focused technology support for airport employees, airline operations, and passenger-facing systems. The supervisor is responsible for daily service desk operations, staff development, incident and request management, end-user device support, performance monitoring, and continuous service improvement. This position works closely with technical teams, business partners, and vendors to resolve issues, manage escalations, conduct performance monitoring, and maintain dependable technology services in a complex airport environment. The ideal candidate is an experienced, service-oriented leader who uses technology service management practices, performance data, automation, and effective communication to improve customer experience and support the DOA's operational goals. This role requires a collaborative leader who can develop technical employees, manage competing priorities, communicate with technical and nontechnical stakeholders, and ensure timely resolution of issues involving computers, mobile devices, networks, applications, terminals, and related hardware and software. This classification is designated exempt under the Fair Labor Standards Act (FLSA), and is therefore, not eligible for overtime. THIS RECRUITMENT IS LIMITED TO THE FIRST 150 APPLICATIONS RECEIVED AND WILL CLOSE WITHOUT NOTICE ONCE THAT NUMBER IS REACHED. This examination will establish an Open Competitive Eligibility List to fill current and/or future vacancies that may occur within the next six (6) months or may be extended as needed by Employee Services. Employee Services reserves the right to call only the most qualified applicants to the selection process.

Requirements

Equivalent to a Bachelor's Degree in Computer Science, Management Information Systems, or a related field AND four (4) years of full-time directly related experience in a service desk and/or problem resolution, two (2) years of which includes lead or senior level help desk experience.
Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis for a maximum of two (2) years.
Specified positions may require possession of a valid Nevada Class C driver's license at time of hire.
Employment is contingent upon the results of a pre-employment drug examination.
Permanent employees must maintain a principal place of residency within the boundaries of Clark County and provide proof of compliance with Nevada motor vehicle registration and drivers' license laws within 90 days of employment.
Candidates must be legally authorized to work in the United States.
Employment with the Department of Aviation is contingent upon completion of an education/experience background investigation, a fingerprint-based criminal history record check processed by the FBI, and upon the ability to be granted and maintain a security badge as mandated by the Transportation Security Administration.
All prospective hires must present two original government issued ID's upon acceptance of job offer.
Employment with the Department of Aviation in this job title is contingent upon a ten year employment and five year residency history record check and the ability to present original identity based documentation in order to meet the requirements for a Security Seal.

Responsibilities

Plans, schedules, supervises and reviews the work of Service Desk and End User Support staff, ensuring high-quality service delivery and effective issue resolution across all supported systems and devices.
Coordinates all resources assigned to the Service Desk and End User Support functions, from initiation to implementation.
Responsible for ensuring that all service requests are logged, assigned, and escalated appropriately, and that tickets are monitored for timely resolution. Includes overseeing ticket workflows, ensuring adherence to Service Level Agreement (SLA) and established response standards.
Generates and analyzes performance metrics and reports to identify trends, recurring issues, and areas for improvement in both Service Desk and End User Support operations.
Recommends selection of staff; trains staff in work procedures and provides technical assistance in difficult situations as required.
Performs employee performance evaluations, counsels employees and recommends initial disciplinary action and other personnel decisions.
Provides input into goals, objectives and budget development for the division.
Develops and implements procedures, forms and team projects.
Coordinates and participates in evaluation, selection and acquisition of automated systems and tools supporting the Service Desk and End User Support functions.
Defines and analyzes needs of staff, Information Systems management and customers.
Identifies system requirements and serves as system administrator for Service Desk and End User Support platforms, including maintaining restricted-access data and security configurations.
Provides for the evaluation, selection and acquisition of all team training materials and resources and ensuring documentation and knowledge bases are up to date.
Establishes and maintains a resource library for employee use.
Establishes priorities, work schedules and project plans.
Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
Uses standard office equipment, including personal computers; may drive a personal or County motor vehicle in the course of the work in order to attend meetings and/or conduct training programs at other locations.