End User Support Supervisor

City of Sugar Land, TX-posted about 1 year ago

$71,926 - $82,721/Yr

Full-time • Mid Level

Remote • Sugar Land, TX

10,001+ employees

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The City of Sugar Land is seeking a full-time End User Support Supervisor in the Information Technology Department. This role is pivotal in managing the Help Desk staff and ensuring efficient IT support services for the municipality. The position emphasizes a commitment to innovation, employee growth, and community service, with a focus on providing high-quality support to both staff and citizens.

Manage the Help Desk staff, processes, and technologies.
Coordinate major computer system events such as server upgrades and application changes.
Manage Help Desk functions, including reporting and tracing of all incoming calls for IT department assistance.
Ensure calls are routed to appropriate IT support personnel and follow up to ensure customer satisfaction.
Provide support in ensuring compliance with software/hardware copyright laws, policies, and regulations.
Implement, support, and manage networking, systems, and/or application projects at a technical level.
Support and oversee technical troubleshooting for computer hardware and software issues.
Manage the selection and standardization of end user hardware and endpoints.
Manage the procurement, build, and deployment of end user computer hardware and software.
Perform additional job-related duties as needed or directed.

Bachelor's degree in business or public administration, Computer Science, or a related field.
Five (5) years of experience in the information technology field working in a call center or help desk environment.
Two (2) years of responsible supervisory experience in the information technology field preferred.
Valid Texas Class 'C' Driver License.
Certifications such as CompTIA A+ and ITIL foundations are a plus.

Municipal experience preferred.

City-subsidized Medical and Dental Insurance with a variety of plan options.
City-paid Basic Life Insurance at 1x your annual salary and Long-term Disability.
Voluntary Vision, Supplemental Life Coverage, Aflac indemnity plans, Short Term Disability, and pre-paid legal benefits.
9 paid holidays and up to 3 floating holidays.
Generous vacation package with accruals starting on day 1.
Paid sick leave and Paid Parental Leave.
Robust pension plan with TMRS including a 7% contribution with 2:1 match by the City.
Longevity pay for each month of service after the first 13 months of employment.
On-site Wellness facilities and programming.
Access to multiple mental health benefits and resources.

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