IT Helpdesk Supervisor

Omaha Metropolitan Transit Authority • Portland, OR

267d • $102,984 - $138,009 • Remote

About The Position

Hello, we're Metro! Metro is dedicated to shaping a better future for the greater Portland region. The work the people of Metro do every day benefits the lives of the people who live here, today, and tomorrow. The Information Technology and Records Management department is looking for a working IT Helpdesk Supervisor to coordinate technical support services for agency staff. We have a great team and are dedicated to making a positive difference for our clients. If you enjoy providing customer service and working with a supportive team of professionals then we encourage you to apply!

Requirements

• Bachelor's degree in the assigned program area.
• Four years progressively responsible experience in the field OR any combination of education, professional, volunteer and lived experience that provides the necessary knowledge, skills, and abilities to perform the classification duties and responsibilities.

Nice To Haves

• Project management or supervisory experience.
• Familiarity with IT best practices and frameworks such as ITIL.
• Helpdesk service/ticketing/support platforms.
• PC and laptop platforms and peripherals (docks, monitors, etc.).
• Network and wireless.
• iPhone and Android smartphones.
• Windows 10.
• Microsoft Office.
• Microsoft Office 365.
• Microsoft Teams.
• Microsoft network and directory basics.

Responsibilities

• Supervise the daily functions of the IT Helpdesk services.
• Provide supervision and direction to support IT Helpdesk positions by assigning work, evaluating performance, and providing training to ensure effective delivery of services.
• Provide technical analysis and support in IT troubleshooting, evaluating, and resolving problems for client systems and services.
• Work closely with departmental managers, workgroups, and stakeholders.
• Develop short and long-range plans, goals, and objectives for operational effectiveness of IT Helpdesk.
• Determine strategies, monitor progress, and resolve issues.
• Implement and administer policies, procedures, and standards in accordance with Metro Code, federal and state laws and regulations.
• Develop reports and present recommendations to department managers and other affected groups.
• Direct creative approaches, procedures, and quality control standards to ensure maximum efficiency and effectiveness of operations.

Benefits

• Flexible/Hybrid work environment.
• Equal employment opportunity.
• Veterans' preference eligibility.
• Reasonable accommodation for disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transit and Ground Passenger Transportation
• Education Level: Bachelor's degree