Job Summary
Seeking an experienced and dedicated individual to lead the day-to-day operations of a team of Support Technicians. As the teams IT Service Desk Supervisor, this individual is responsible for leading our technical support team to provide outstanding end-user technical support including excellent communication and customer service. All technical issues are initially reported through our service desk, and it is critical that they are addressed promptly. The IT Service Desk Supervisor will create and manage escalation procedures and ensure service levels are maintained. They will also provide “hands-on” user support for day-to-day administration, maintenance, and support of personal productivity systems. Expectation is that this person will also provide maintenance and support of the technology infrastructure call center solution and develop new solutions as needed through project work with external providers and internal departments. Oversees maintenance and administration of the district service desk as a higher level of support. This class lies above that of Technology Services Technician III & IV.
Essential Functions
1. Responsible for assuring users are provided efficient and timely first and second level support through call monitoring and metrics monitoring
2. Performs staff scheduling to ensure Service Desk coverage during normal business hours and any additional support as required
3. Provides staff support for service desk tasks and projects relative to Desktop support, SAP, Student Information System, Wide Area Network, Local Area Network, and Telephone functions
4. Confers with district employees to establish and define information technology needs. Recommends technical, policy, and procedural changes to resolve recurring Service Desk problem
5. Evaluates, prepares and updates detailed documentation, resources, and training materials and oversees maintenance of an electronic knowledge base library
6. Identifies, communicates, and monitors problem management utilizing the districts ITSM tools and oversees escalation to other IT teams for responses and updates to the problems
7. Develops complex spreadsheets and database reporting systems using supplied software, as well as reviews and maintains employee forms and records such as tickets, knowledge base articles, new product support documents, and time sheets
8. Supervises staff assigned to the Service Desk Depot supporting walk-in service, support of all admin buildings located near the districts IT division, and distribution of laptops to new employees during onboarding.
9. Monitors and reviews work, conducts performance evaluations, conducts interviews, works as part of a team to develop civil service tests, and recommends discipline.
10. Performs other duties as assigned.
Probation: 6 Months
Open Requirements: A five (5) year combination of education, training, and experience in the management and supervision of an Information Technology Service Desk including configuration, and maintenance of microcomputer systems, remote hardware and software troubleshooting and support, customer service, service desk ticketing systems, call management systems, and industry standard ITSM metric’s for monitoring and performance improvement for service desks.
Promotional Requirements: All permanent employees of the Division in which the vacancy exists who have served for two (2) years in the class of Technology Services Technician II or one (1) year in the class of Technology Services Technician III or Technology Services Technician IV may apply.
Licensing/Certification/Registration: A valid Florida driver's license is required prior to appointment and must be maintained during employment in this class. May be required to furnish an automobile in good condition for use on School Board business, for which mileage compensation will be paid.
Knowledge, Skills, and Abilities (KSAs)
- Basic knowledge of computer workstation installation, operation, and preventive maintenance
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Thorough knowledge of the theory, practices, methods, tools, and equipment used in managing a modern information technology service desk
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Knowledge of current Microsoft server and workstation operating systems
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Knowledge of applications software including service desk ticketing and call management solutions
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Strong word processing, email and calendar tool, spreadsheet, project management, diagramming, database, and presentation software skills
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Strong critical thinking and analysis skills
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Strong organizational skills
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Strong oral, written, and interpersonal skills
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Strong analytical and diagnostic skills
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Ability to communicate technical information to technical and non-technical users
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Ability to prepare and maintain appropriate technical and user documentation
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Ability to provide technical assistance and training to users
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Ability to provide high levels of support of end users
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Ability to design workflow and procedures
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Ability to ensure timely resolution to systems errors
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Ability to develop, recommend, and implement continuous improvement processes
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Ability to work with people of different cultures and levels of business organization
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Ability to manage team activities
