IT Service Desk Supervisor (40 hrs.) Main Library
About The Position
The IT Service Desk Supervisor supervises Service Desk personnel responsible for the design, deployment, and maintenance of the library’s desktop infrastructure, including operating systems, desktop applications, and other assigned information system technologies. The supervisor leads incident management and Service Desk operations, ensuring high-quality, available customer support through effective incident handling and efficient operations. The position oversees compliance with policies and procedures, staffing capacity planning, service process design, performance analysis, and proactive resolution planning. The supervisor assists IT management with Service Desk strategy and direction; leads Desktop Systems Engineers in documenting desktop standards and developing solutions for peripheral technologies; and partners with library stakeholders to identify staff technology needs and manage expectations for new and upgraded services. The role also contributes to service-level agreements, support software procurement, vendor relationships, project documentation, reporting, change advisory meetings, and the accuracy of device inventory and asset lifecycle data. The schedule is Monday through Friday, 8 a.m. to 5 p.m., with 24/7 on-call responsibility for emergency desktop support and off-hours work. Frequent travel to library locations is required, with occasional travel to community functions, professional meetings, and conferences. The work takes place in office, meeting and training rooms, libraries, residences, and commercial vehicles. Occasional lifting or pushing of up to 50 pounds and frequent lifting or pushing of up to 20 pounds are required.
Requirements
- Associate degree in Computer Science or a related field, or three years of related field experience, or a combination of work experience and certifications in qualified fields such as Help Desk or another technical background.
- Three to five years of experience in Information Technology in a medium- to large-enterprise environment, including end-user support, desktop project leadership, and associated technical tasks.
- Experience with desktop-support software solutions such as SCCM, antivirus/antispyware, inventory, and monitoring systems.
- Experience supporting desktop hardware such as printers, multifunction devices, scanners, and monitors.
- Familiarity with networking concepts and systems configuration, imaging, monitoring, and application packaging.
- Demonstrated understanding and knowledge of ITIL processes, including Change, Incident, Problem, and Configuration Management, and their interdependencies.
- Ability to build rapport and relationships with people at all organizational levels and with people outside the organization.
- Experience with vendor relationship management, contract negotiation, contract administration, IT projects, or asset management.
- Valid driver license meeting the minimum requirements of CML’s vehicle insurance policy and access to a personal vehicle to promptly report to varied work locations as assigned.
Responsibilities
- Assist IT management in developing Service Desk strategy and direction.
- Supervise Service Desk team members to ensure courteous, timely, and effective resolution of end-user issues.
- Lead Desktop Systems Engineers in developing and documenting desktop environment standards and solutions for peripheral technologies, including handheld devices, scanners, printers, and projectors.
- Partner with library stakeholders to understand staff desktop technology needs, improve the efficiency and effectiveness of desktop solutions, and manage expectations for new and upgraded services.
- Assist in developing Service Level Agreements (SLAs) that establish problem-resolution expectations and timeframes.
- Collaborate with other departments to identify and/or procure Support Desk software for internal staff and external clients.
- Monitor emerging products, services, protocols, and standards in support of Support Desk technology procurement and development.
- Serve as the point of contact for vendors in procuring new technologies.
- Assist in preparing RFPs, bid proposals, contracts, scopes of work, and other documentation for Service Desk and desktop projects.
- Ensure team compliance with request-handling and escalation policies and procedures.
- Assist team leads in generating statistical reports on call and ticket volumes.
- Lead Change Advisory Board (CAB) meetings to ensure IT change requests are completed in a timely manner.
- Ensure the accuracy, validity, and integrity of inventory and asset management data throughout device lifecycles.
- Travel frequently to library locations and occasionally to community functions, professional meetings, and conferences.
- Perform additional assigned duties, including service on task forces and committees.
- Respond on call 24/7 to emergency desktop-support calls and perform off-hours tasks.
Benefits
- Comprehensive medical, dental, and vision plans.
- Public Service Loan Forgiveness-qualified employer.
- Mental health resources and employee assistance programs.
- Paid time off and leave options.
- Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment and savings plans.
- Voluntary and supplemental insurance plans.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
