IT Service Desk Supervisor

IT Service Desk Supervisor

The South Florida Water Management District is seeking an IT Service Desk Supervisor overseeing a team of three technical support professionals responsible for delivering high-quality end-user support across approximately 1,500 employees and 2,000 endpoints. This includes managing and supporting a diverse environment of Windows, macOS, iOS, Android, and hundreds of enterprise/business applications. This role is both hands-on technical and supervisory. The Supervisor serves as the team's Subject Matter Expert (SME) for IT Solutions Center, provides advanced troubleshooting guidance, drives continuous improvement initiatives, and ensures exceptional service delivery. A strong customer-service mindset and excellent interpersonal skills are essential. The Supervisor must demonstrate the ability to work effectively with staff of diverse personalities and skill levels. This role requires maintaining a calm, professional temperament during high-stress or emotionally charged situations while modeling steady, confident leadership. The Supervisor must also be skilled in de-escalation techniques and capable of diffusing difficult interactions in a way that supports collaboration, respect, and consistent, fair outcomes.

Key Responsibilities

• Lead, mentor, and develop a team of three technical support staff.
• Perform regular coaching, performance evaluations, workload balancing, and skill-gap assessments.
• Ensure timely response to incidents, service requests, and project tasks.
• Manage team schedules, priorities, ticket queues, and on-call rotations.
• Implement and enforce standard operating procedures, knowledge documentation, and service-delivery standards.
• Participate in hiring, onboarding, training, and career development for support staff.

Technical Leadership & Support

• Serve as the technical SME for endpoint systems, enterprise applications, security, mobile devices, and Microsoft technologies.
• Provide Tier II/III troubleshooting for escalated incidents involving Windows OS, Microsoft 365, Active Directory, identity/access issues, hardware failures, printing, VPN, MFA, and network connectivity.
• Ensure procedures align with IT security best practices and organizational compliance requirements.
• Collaborate closely with IT Infrastructure, Security, Applications, and Service Management teams.

Service Management & Process Improvement

• Oversee and improve workflows using ServiceNow, ensuring accurate ticket classification, escalation, SLA adherence, and reporting.
• Analyze ticket trends and identify recurring issues to drive proactive remediation.
• Recommend and implement improvements to tools, technologies, and end-user support processes.
• Support asset tracking, software licensing, hardware inventory, and refresh planning.

Required Technical Skills

• Strong expertise in Windows 11, Microsoft 365, Teams, OneDrive, Outlook, and related productivity applications.
• Familiarity with macOS, iOS, and Android device support.
• Proficiency with Active Directory, Identity & Access Management, MFA, group policy, and account lifecycle tasks.
• Working knowledge of security fundamentals: endpoint protection, patching, vulnerability mitigation, and secure configuration.
• Experience with ServiceNow or similar ITSM platforms.
• Ability to diagnose complex technical problems across hardware, OS, networking, and application layers.

Preferred Qualifications

• Experience supervising or leading a technical support team.
• ITIL Foundation certification (or equivalent familiarity with ITIL practices).
• Experience with endpoint management tools (SCCM/ConfigMgr, Intune, JAMF, or similar).
• Knowledge of automation or scripting (PowerShell preferred).
• Understanding of mobile device management (MDM), device compliance, and enterprise security posture.

Behavioral & Interpersonal Competencies

• Exceptional communication and customer-service skills.
• Ability to remain calm and effective in high-pressure or urgent situations.
• Strong leadership presence with the ability to coach, motivate, and inspire team members.
• Excellent problem-solving abilities and sound judgment.
• High level of professionalism, integrity, and accountability.
• Strong organizational skills with attention to detail and follow-through.
• Ability to work collaboratively with technical and non-technical stakeholders at all levels.

Employment Guidelines

Minimum Requirements

• Associate degree in Information Technology or related field (bachelor's preferred).
• 8+ years of technical support experience.
• 5+ years in a supervisory, or lead role.

License(s)

Valid State of Florida Driver's License required.

Physical Requirements/Working Environment

Due to the District's response role and in the total scope of emergency management, this position may at times be required to provide support before, during and after major storm events and emergency situations, such as hurricanes or other declared emergencies. Veterans' Preference: Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for vacancies and are encouraged to apply. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. All documentation is due by the close of the job posting. Americans with Disabilities Act: The South Florida Water Management District is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to participate in the selection process, please contact the Human Resources Bureau at View email address on click.appcast.io.