Help Desk Supervisor, (B275525-1), 209, Support Services

City of Laredo • Laredo, TX

22d

About The Position

Under the direction of the Support Services Division Manager, the Help Desk Supervisor manages Help Desk staff and operations. The role oversees task assignments, ticket management, service-level performance, and coordination across divisions to resolve end-user requests. The supervisor conducts performance evaluations and training, helps maintain a safe working environment, and participates in hiring, termination, and disciplinary recommendations. The role also promotes continuous improvement by identifying service and efficiency opportunities and producing productivity and performance reports.

The supervisor provides technical and customer-service leadership, administers the Help Desk ticketing platform, and applies incident, problem, and change management practices. During peak periods or major incidents, the supervisor assists with inbound calls and emails and may participate in an on-call rotation as needed. The position reports to the Support Services Division Manager and requires an associate’s degree or 60 college hours, at least three years of relevant technical support experience including experience leading, training, or coordinating others, and a valid Texas Driver License.

Requirements

• Associate’s degree from an accredited college or university, or 60 college hours.
• At least three years of experience in a technical Help Desk or information technology support environment, including experience leading, training, or coordinating the work of others.
• Valid Texas Driver License; applicants with an out-of-state license must obtain a Texas license within six months of employment.
• Ability to make sound independent decisions about staffing, discipline, and daily work assignments; coach, mentor, and develop staff; and give directions to assigned staff.
• Knowledge of supervisory principles, performance management, progressive discipline, City personnel policies and procedures, and civil service rules.
• Knowledge of IT service and ticketing management systems and workflows, service-level agreements, escalation procedures, IT service management and process-improvement methodologies, and the organization’s structure and services.
• Knowledge of basic project management, departmental budget processes, Help Desk/ITSM ticketing platform administration, and incident, problem, and change management practices.
• Ability to triage, resolve, or escalate issues; prioritize competing service requests; work effectively under pressure during high call volume; and participate in an on-call rotation.
• Ability to communicate effectively in English orally and in writing, and in Spanish orally; communicate with technical and non-technical staff; and produce clear documentation and reports.
• Ability to build effective working relationships, provide excellent customer service, exercise professionalism and tact, and use interpersonal, conflict-resolution, and de-escalation skills.
• Strong technical troubleshooting skills across hardware, software, and network issues; analytical and data-analysis skills; proficiency with spreadsheet and ticketing-system reporting tools; and attention to detail in configuration, access management, and reporting.
• Strong organizational, planning, time-management, and written communication skills; ability to balance project work with daily supervisory duties and reallocate staff and resources as workloads change.
• Ability to maintain a good driving record, perform strenuous and routine work, maintain good health and physical condition sufficient to perform the duties, and comply with City policies and procedures.
• Applicants offered employment must undergo a thorough background check and provide certified school transcripts. Selected applicants are required to complete a drug and alcohol test before employment; employees in safety-sensitive positions are subject to random testing.

Nice To Haves

• Bachelor’s degree from an accredited college or university.
• CompTIA A+ or Network+ certification, vendor certification, or Help Desk certification.
• ITIL certification.
• Foreign education credentials evaluated by a NACES- or AICE-member professional credential evaluation agency to verify U.S. equivalency, when applicable.

Responsibilities

• Manage daily Help Desk activities and direct staff work, including conducting performance evaluations, participating in hiring, termination, and disciplinary recommendations, and coaching and training team members.
• Monitor the Help Desk work-order system, prioritize and assign tasks to Help Desk staff or other Information Services divisions, request escalations when necessary, and ensure service-level targets are met.
• Improve first-level IT support processes, including ticketing, escalation paths, documentation, and work-order system management; review user feedback and service trends, produce productivity and volume reports, and develop standard operating procedures and other process improvements.
• Serve as a key contact between the Help Desk and other Information Services divisions or City departments, maintain effective customer relationships, and support customer satisfaction and business continuity.
• Participate in assigned special projects and attend project meetings concerning timelines, milestones, priorities, and budget matters.
• Coordinate with hardware, software, and service vendors regarding procurement, license renewals, contracts, and support issues affecting Help Desk operations.
• Administer the Help Desk ticketing platform, including configuring user permissions and workflow queues, and apply incident, problem, and change management practices to resolve issues and prevent recurring outages.
• Assist with inbound Help Desk calls and emails during peak periods or major incidents and participate in the on-call rotation as needed.
• Maintain a safe working environment and comply with City policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree