Service Desk Supervisor

Under the general supervision of the IT Director and IT Operations Manager, this position performs various professional and technical duties related to supporting and delivering IT services to the County. This position will ensure all technology needs of County departments are met, and all workstations and equipment are maintained. The Service Manager will recruit, train, and supervise the IT service group while promoting a positive and friendly work environment.

ESSENTIAL JOB FUNCTIONS

Establish all internal processes related to servicing county employees and ensure proper documentation is kept and maintained for procedures related to the helpdesk and its functionality Builds and maintains internal knowledge base documents and ensures information is standardized and accurate Analyzing helpdesk processes and managing change to these processes as necessary to ensure the highest level of service is maintained Responsible for proactively communicating to the organization any risks, incidents, or problems that are encountered and plans for remediation upon related discoveries Ensure all tickets and tasks are completed promptly, and resolution processes are thoroughly documented SLA setup and management to ensure all issues are being resolved on time Monitor the performance of the helpdesk call center to ensure county employees can communicate high-priority issues promptly Manage the upkeep and inventory of all county assets to ensure all equipment is accounted for Work with the Project Manager to ensure new county software or hardware is installed, maintained, and redundant if necessary Responsible for performing coaching sessions monthly with each team member to provide feedback on current performance against expectations Provides Weekly, Monthly, and quarterly reporting on Service Desk KPIs Maintains a high level of customer service expected of all associates, including responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, and responding to others’ feedback appropriately

ADDITIONAL JOB FUNCTIONS

Performs related duties as required Requires travel between buildings; may require evenings or weekends Available for on-call if needed

EDUCATION & EXPERIENCE

Associate degree in information technology or related technical discipline 3-5 years of career experience in technology A minimum of 2 years in a leadership position Relevant technical or managerial certifications Knowledge of the following a plus: Experience working in a government environment Ticketing and Inventory systems IT Glue Microsoft 365

ITIL, PMP, CAPM

SKILLSET & OTHER QUALIFICATIONS

Expert knowledge of IT best practices, policies, and regulations Strong understanding of cybersecurity In-depth understanding of programming, computer science, and digital security A clear understanding of client/server technology and network architecture Strong problem-solving, critical thinking, and decision-making skills Advanced leadership and conflict management skills Excellent attention to detail Great project management skills, including organization, planning, time management, and prioritization Excellent oral, written, and customer service interpersonal skills Must have a valid driver's license, clean driving record, and be able to pass an FBI / CJIS fingerprint and background checks

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED

TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements : Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouchingcrawling, and can involve some lifting, carrying, pushing, and pulling of objects and materials of moderate weight (up to 20 pounds) and occasionally heavier weight (up to 40 pounds). Tasks may involve extended periods at a keyboard or workstation. Data Conception : Requires the ability to compare and judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from apparent standards) of data, people, or things. Interpersonal Communications : Requires the ability to speak and signal people to convey or exchange information. Includes receiving direction and instruction from supervisor. Language Ability : Requires the ability to read various policies and procedures, technical manuals, diagrams, etc. The ability to prepare technical reports, records, etc., with proper format, punctuation, spelling and grammar, using all parts of speech, and to speak with and before others with poise, voice control, and confidence. Intelligence : Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions; to deal with several abstract and concrete variables. Requires the ability to learn and understand relatively complex principles and techniques, make independent judgments without supervision, and acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information. Verbal Aptitude : Requires the ability to record and deliver information, explain procedures, and follow and give oral and written instructions to teach employees. Communicate effectively and efficiently in various technical and professional languages, including computer science and data processing. Numerical Aptitude : Requires the ability to add and subtract totals, multiply and divide, use mathematical formulas, determine percentages and decimals, and determine time. Form/Spatial Aptitude : Requires the ability to inspect items for proper length, width, and shape and visually read various information. Motor Coordination : Requires the ability to coordinate hands and eyes using office machinery. Manual Dexterity : Requires the ability to handle various items, including keyboards, office equipment, control knobs, buttons, switches, catches, tools, etc. Must have moderate levels of eye/hand/foot coordination. Color Discrimination and Visual Acuity : The ability to differentiate colors and shades of paint; requires visual acuity to determine depth perception, peripheral vision, an inspection of small parts, preparing and analyzing written or computer data, etc. Interpersonal Temperament : Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergencies or tight deadlines. Physical Communications : Requires the ability to talk and hear: (talking: expressing or exchanging ideas using spoken words; hearing: perceiving the nature of sounds by ear).

PERFORMANCE INDICATORS

Knowledge of the Job: Has a thorough understanding of the methods, procedures, and policies of the Management Information Systems Department as they pertain to the performance of duties of the Service Desk Supervisor. Knows the laws, ordinances, standards, and regulations related to the specific duties and responsibilities of the position. Knowledge of computer technology and maintenance, information systems management, data processing, etc. Has working knowledge of varying business operations and can design/implement computer applications to meet business needs. Can effectively determine appropriate hardware and software requirements for various County operations. Can provide professional, efficient user support and assistance. Knows the standard tools, materials, and practices of the industry. Is skilled in the care and use of required tools and equipment. Can make minor adjustments and repairs to computer hardware as needed. Knows the occupational hazards and safety precautions of the industry. Can offer training and assistance to co-workers and employees of other departments as required. Can take the initiative to complete the position’s duties without direct supervision. Can plan, organize, and prioritize daily assignments and work activities. Has good organizational, technical, and human relations skills. Can learn and utilize new skills and information to improve job performance and efficiency. Knows proper English usage, punctuation, spelling, and grammar. Knows modern office practices and technology. Has the mathematical ability to handle required calculations. Can read and interpret technical materials about the responsibilities of the job. Can assemble and analyze information and make written reports and records concisely, clearly, and effectively. Has thorough knowledge of the terminology and various professional languages used within the department. Knows how to maintain effective relationships with personnel of other departments, professionals, and members of the public through contact and cooperation. Knows how to react calmly and quickly in emergencies. Quality of Work : Maintain high accuracy standards in exercising duties and responsibilities. Exerts immediate remedial action to correct any quality deficiencies in areas of responsibility. Maintains high-quality communication and interaction with internal and external entities with whom the position interacts. Quantity of Work : Performs described Essential Functions and related assignments efficiently and effectively to produce work that consistently meets established standards and expectations. Dependability : Assumes responsibility for completing assigned work. Completes assigned work within deadlines by directives, policy, standards, and prescribed procedures. Maintain accountability for assigned technical, human, and conceptual duties. Attendance : Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides adequate notice to higher management concerning vacation time and leave requests. Initiative and Enthusiasm : Maintains an enthusiastic, self-reliant, and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished and initiates proper and acceptable action for completing work with minimum supervision and instruction. Judgment : Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or concerns. Implements decisions according to prescribed and effective policies and procedures and with minimal errors. Seeks expert or experienced advice where appropriate and research issues, conditions, and alternatives before exercising judgment. Cooperation : Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such as instruction and guidance when clarification of results or consequences are justified, i.e., poor communications, variance with established policies or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation intra- and inter-departmentally. Relationships with Others : Shares knowledge with managers, supervisors, and co-workers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships inter- and intra-departmentally and with external entities with whom the position interacts. Tactfully and effectively handles requests, suggestions, and complaints to establish and maintain goodwill. Emphasizes the importance of maintaining a positive image. Coordination of Work : Plans and organizes daily work routine. Establishes priorities for the completion of work by sound time-management methodology. Avoids duplication of effort. Estimates the expected completion time of work elements and shows a personal schedule accordingly. Attends required meetings, planning sessions, and discussions on time. Implements worked activity by priorities and estimated plans. Safety and Housekeeping : Adheres to all established safety and housekeeping standards. Ensures such measures are not violated. DISCLAIMER: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. #J-18808-Ljbffr Lancaster County Government