USER SUPPORT SUPERVISOR/EXPERT

State of Arkansas•Little Rock, AR

1d•Onsite

About The Position

The User Support Supervisor/Expert is responsible for managing and overseeing the day-to-day operations of the user support team, ensuring timely, effective, and customer-focused technology assistance across the agency. This role provides advanced technical expertise, supervises support personnel, develops support strategies, and collaborates with other IT units to maintain and enhance service delivery for internal and external stakeholders. This position will be the Desk Top Support Supervisor.

Requirements

Advanced knowledge of IT support management, user experience, and problem-resolution strategies.
Strong leadership and team management abilities, with experience in managing staff performance and development.
Ability to develop and implement processes and procedures for user support teams.
In-depth understanding of government regulations and IT policies related to user support.
Exceptional problem-solving and critical-thinking skills.
Excellent communication skills, both verbal and written, with the ability to explain complex technical issues clearly and understandably.
3 years of experience in IT support, including at least 1 year in a leadership role.
In-State travel required.
A valid driver’s license is required.
Excellent customer service skills.

Nice To Haves

Five (5) years of experience in managing and/or leading a team.
DeskTop support experience with hardware and software installation and troubleshooting computer issues.
Five (5) years of experience in Windows Operating Systems, Microsoft Office Suite (Outlook, Word, Access, PowerPoint, and Excel).
Four (4) years of experience with troubleshooting PC Hardware and Software in a LAN Environment.
A bachelor’s degree in information technology, computer science, or a related field.

Responsibilities

Manage the day-to-day operations of the User Support team, ensuring that all inquiries and issues are handled efficiently.
Develop and implement policies and procedures for the User Support division.
Monitor performance metrics and develop strategies for improvement.
Coordinate with other departments to ensure seamless support for various user needs.
Act as a liaison between the IT department and other state agencies to ensure user requirements are understood and met.
Oversee the development of training materials and knowledge bases for the support team and end users.
Ensure compliance with state government policies and regulations regarding technology and security.
Provide leadership and mentorship to staff, fostering a culture of teamwork and professional development.
Resolve escalated or complex user issues promptly.
Report on user support trends, successes, and areas for improvement to senior management.