IT Technical Support Supervisor

City of Boulder•Boulder, CO

About The Position

Under limited supervision, the Technical Support Supervisor is responsible for the technical and operational execution of the city’s enterprise IT Desktop Support and the overall customer experience with IT. The technical support supervisor will supervise a desktop support team, represent that team to other stakeholders, and help to ensure that the team is constantly developing and improving. They will work with stakeholders to reduce currently redundant and decentralized activities to enhance service delivery to staff for operational IT needs. They will develop a culture of customer-centric service that ensures that expectations of the City’s highly diverse IT stakeholders are exceeded.

Requirements

Ability to assess critical incidents and make triage decisions about business impact, urgency, and criticality.
Ability to build a cohesive team and to manage people effectively, including coaching and development.
Ability to help staff to work through high-stress situations in a professional manner.
Ability to manage a wide variety of activities that compete for time and attention. It is imperative the supervisor is able both to multitask and provide focused attention on high- priority issues to ensure all important activities are addressed.
Ability to organize and manage projects
Experience managing Service Desk IT projects
Ability to prioritize the work of others and business rules and automation to prioritize service requests, and balance workloads across the team to maximize productivity, minimize costs and ensure SLA compliance.
Ability to remain astute consumers of operational data and skilled in using data to make informed decisions.
Ability to successfully apply conflict-resolution skills to address client frustration and diffuse tense situations.
Ability to supervise teams, schedules, and business relationships.
Ability to translate City and department strategic vision into operational activities.
Ability to use a personal vehicle during official responsibilities (mileage reimbursed).
Ability to work well with people, express empathy, manage escalations and critical incidents.
Knowledge and experience with configuring and supporting computer workstation hardware, operating systems, and desktop office application suites.
Skills in high-quality and effective verbal and written communication.
Valid Driver's License and ability to maintain an acceptable motor vehicle record.
Have and maintain acceptable background information, including criminal conviction history.
Associates’ degree in computer science, information systems, technology, business, or a related field. Four (4) years’ experience may be substituted for the education requirement only.
Six (6) years’ experience in an information technology support environment.

Nice To Haves

Experience with Windows operating systems.
Experience with iOS operating systems.
Experience with service desk software applications.
Experience with computer workstation software applications.
Experience with Microsoft Office 365 solutions.
Experience with tools and software used in workstation problem solving.
Experience with public safety applications such as Axon.
Experience with public safety hardware and equipment such as body cameras and in-vehicle technology.

Responsibilities

Oversees staff activities including scheduling staff times.
Trains, coaches, and mentors IT Support Administrators (Levels I and II) and provides guidance for career development.
Oversees service requests, incidents, and problems.
Supervises and coordinates urgent and complicated support issues.
Acts as escalation point for all requests and incidents.
Expedites, prioritizes, delivers, and coordinates team projects with support team.
Contacts customers as a point of escalation to resolve case issues.
Supervises, interviews, and hires staff of Technical Support Administrators with team’s reporting manager.
Develops and matures phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Determines root cause of issues and communicate appropriately to internal and external customers.
Collaborates and builds relationships with other departments and field users.
Oversees ITSM implementation and workflow design with reporting manager to ensure quality solutions are available to the staff.
Recognizes training needs, develops technical processes and procedures to effectively support customers.
Works with manager to develop Service and Business Level Agreements to set expectations and measure performance.
Provides data and reporting of SLA’s and trends to team manager and others in ad-hoc, weekly, monthly, and as needed.
Drives Ticket Deep Dive and develop processes for improvement.
Works to make the desktop support the single source of truth and service delivery channel for IT.
Monitors and manages ticket queue (participating in escalated calls as needed).
Develops an effective and workable framework for supervising and improving customer IT support in the organization.
Advises management on situations that may require additional client support or escalation.
Supervises process for communicating outage/emergency activities to the organization.
Supervises desktop support vendor relationships as it depends on daily operational needs.
Supports complex systems, configuration, and scripting in the support of the desktop, mobile, and telephony environment.
Identifies requirements and designing appropriate solutions to meet business needs.
Installs, modifies, and customizes operating system software, patches, upgrades, and communications components in support of the Windows desktop infrastructure, iOS and Android mobile devices, Teams VoIP, and Azure environment.
Configures desktop and mobile device hardware and software using accepted standards and procedures and ensuring their compliance to security system hardening guidelines/policies.
Performs systems management functions pertaining to hardware, operating system, and software as necessary to ensure normal systems operations.
Understands systems management of enterprise services such as, but not limited to, Microsoft Endpoint Configuration Manager (MECM), Intune, Azure, and Teams.
Monitors systems to prevent potential performance, software, or hardware problems that could cause system downtime.
Utilizes system deployment tools (Microsoft Endpoint Configuration Manager (MECM) and Intune), developing scripts using PowerShell, and using other tools to automate complex system management and system programming tasks.
Works with the city’s Chief Information Security Officer (CISO) to assist in the performance of system security audits, performing frequent scheduled desktop and mobile device security and vulnerability scans using system utilities and software programs, and remediating or assisting in the remediation of any vulnerabilities that are found.
Monitors the anti-virus (AV) service to ensure up-to-date deployment of anti-virus clients, packages and signature files to all PCs and remediating or coordinating the remediation of any systems requiring corrective action.
Ensures adherence to established service level agreements.
Ensures compliance with all City of Boulder user, application, and system administration security policies.
Adheres to and ensuring all desktops and mobile devices comply with city security policies and industry best practices related to system security.
Helps to create and implement standards, maintenance, and operational procedures for the desktop and mobile device environment and related systems, including firmware, operating systems, and software versions.
Provides tier 3 level technical support to customers and actively assisting and/or developing communication plans to inform or keep customers abreast of any on-going or potential system performance, availability, or security concerns.
Acts as a customer service mentor to create a more communicative and responsive team.
Responds quickly to customer incidents working efficiently to resolve the issue while ensuring the customer has regular communication regarding the issue and a clear expectation as to next steps.
Provides technical assistance and information to users from other City departments on the City's technical environment, architecture, computer systems, and applications.
Provides technical support within the Innovation and Technology (IT) organization by serving as a high-level technical resource for Service Desk and Application support teams.
Advocates for the end user through external-facing training materials and sessions as well as managing documentation efforts in the team.
Provides active communication, understanding the short- and long-term needs of the customer.
Analyzes historical data to recommend improvements to increase staff’s productivity.
Collaborates, promotes, develops, and recommends changes to the IT customer service methodology.
Provides knowledge, training, and coaching of Technical Support Administrators in performance of their roles.
Serves as a leader in gaining familiarity with emerging technologies.
Researches new technical methods/disciplines and teaches others how to incorporate these into their day-to-day activities, work product and style.
Applies knowledge and skills to collaborate, promote, develop, follow, and recommend as necessary changes to IT operations, processes, and procedures.
Maintains and develops professional skills through ongoing training and career development.
Develops project work plans, project objective documents, plans and conducts kick off meetings, monitors and controls project tasks and milestones, coordinates and schedules work on assigned projects.
Tracks projects and manages change control activities within areas of responsibility.
Manages work efforts related to the completion of tasks and assignments of staff assigned to the project, as well as manages work of consultants and contract employees that may be used.
Provides regular written and oral communications on project status via written reports, conducting regular status meetings and executive advisory board meetings with department/division heads.
Participates in software vendor selection processes including RFP/RFI/RFQ creation and award, contract negotiations, and contract management.
Performs related duties as required to meet the needs of the City.
Takes proper safety precautions to prevent accidents.
Responsible for the safety of self, others, materials, and equipment.
Uses all required safety equipment and follows all safety regulations, policies, and procedures.
Knows and complies with all City and department policies; participate in professional trainings and development; and adhere to attendance and workplace attire policies.