HELP DESK SUPERVISOR

Help Desk Manager

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

JOB SUMMARY Responsible for the daily operations of the City's help desk, the supervision of assigned staff, and the administration and maintenance of the Help Desk ticketing system.

• Design policies and standard operating procedures, job aides, checklists, etc.
• Assign and establish priorities; coordinate efforts to expedite workflow and ensure work is completed in a timely manner in accordance with established SLAs, policies, and procedures.
• Ensure work area coverage; track and monitor individual performance metrics to measure effectiveness and productivity.
• Develop team effectiveness through coaching, communication, motivation, and mentoring.
• Foster a customer-focused technically competent team that can deliver services that meet or exceed the needs of the organization.
• Identify, analyze, and communicate customer support trends through analysis of Help Desk tickets.
• Conducts assessments of server delivery performance objectives to identify opportunities for improvement.
• Provide administrative management of the acquisition and disposition of client PCs; manage inventory of PCs, mobile devices, monitors, and other technology equipment.
• Develops and maintains the City's PC roll out schedule.
• Act as a Point of Contact for escalation tickets; assists with troubleshooting efforts, installations, and other Help Desk duties.

Cybersecurity Operations

• Serve as the primary intake point for all cybersecurity incidents, including phishing, malware, and account compromise.
• Configure and monitor SIEM and other logging tools
• Triage and escalating incidents in accordance with City incident response procedures
• Coordinates with internal IT staff and external partners on incident remediation
• Maintain incident documentation to support CJIS and audit requirements
• Perform preliminary investigation of cybersecurity alerts in SIEM/EDR.

• Oversee account lifecycle management (provisioning, modification, deprovisioning)
• Enforce least privilege of access and separation of duties
• Administer and enforce multi-factor authentication (MFA) across systems
• Conduct periodic access reviews in coordination with department leadership

• Ensure all endpoints meet City security standards for patch compliance, endpoint detection and response (EDR), and antivirus and systems hardening
• Coordinates remediation of vulnerabilities and non-compliant devices
• Support deployment and maintenance of endpoint security tools

Policy Enforcement, Audit Support, & Security Awareness

• Enforce IT security policies and standards across all departments
• Support CJIS compliance efforts, including access control and audit readiness
• Assist with internal and external audits by providing documentation and reports
• Reinforce cybersecurity awareness through user interaction and support activities
• Assist in delivering organization-wide security awareness initiatives
• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

• Education and Experience:
• Associate's degree or equivalent.
• Three (3) years of experience in a related field.
• Or an equivalent combination of education and experience.

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

• Ability to provide and demonstrate excellent Customer Service.
• Ability to communicate with non-technical staff.
• Ability to multi-task (work on multiple technical projects simultaneously).
• Knowledge of information technology principles, concepts, and methods.
• Knowledge of server and client operating systems.
• Knowledge of computers, including diagnostic methods used to resolve PC hardware and software problems.
• Knowledge of MS Back Office suite of applications
• Advanced skill in analyzing problems and identifying solutions.
• Advanced skill in establishing cooperative and productive working relationships.
• Advanced skill in setting priorities for competing projects.
• Advanced skill in performing basic mathematical calculations.
• Advanced skill in operating computers and other standard office equipment.
• Advanced skill in interpersonal relations.
• Advanced skill in oral and written communication.
• Advanced skill in preparing clear and accurate reports.
• CompTIA Security+
• Microsoft Security or Identity Certification
• Experience in local government or public sector IT
• Familiarity with CJIS or similar regulatory frameworks
• Experience with SIEM, EDR, or identity management platforms

• This position will serve as the direct supervisor for (2) IT Support Specialists and (2) IT Technicians

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping. The employee occasionally lifts light objects up to 20 pounds.

• The work is typically performed in an office.