Performs highly responsible technical, administrative, and managerial duties supervising the daily activities of the support services team. Areas will encompass, but are not limited to, laptop and desktop maintenance, support and administration; telephone support, maintenance and administration. Requires responsibility for planning, budgeting, coordinating, and controlling personnel, material and physical resources, to ensure end users are receiving the appropriate assistance. Contributes to problem resolution by giving in-person, hands on support to end users where needed.
This includes responsibility of managing all procedures related to the identification, prioritization, and resolution of end user incidents and requests, including but not limited to troubleshooting and resolution of issues for most calls, the coordination of computer service desk functions, software and hardware troubleshooting, and low-to-mid level infrastructure problems. Monitors staff and their resolution of user problems to ensure optimum user-system performance. Monitors all incoming work requests, incident tickets, and status checks by customers via a ticketing system. Ensures that calls/requests/incidents are being taken/logged, proper troubleshooting is being performed, and tickets are resolved in a timely and efficient manner. When necessary, tickets are escalated with proper documentation to other appropriate IT groups. Ensures the use of best practices in the delivery of technical support such as: first call resolution, escalation, total impact training, and support metrics tracking and reporting. Build and maintain a trusted relationship with City Departments and reduce unexpected interruptions to their business by sending notifications related to outages and service changes, and coordinating the timing of significant outages across multiple City departments. Minimum Qualifications: Requires an Associate’s degree in Computer Science, Management and Information Systems (MIS) or a closely related field and 2 years in a lead customer facing role. OR 4 years of experience in a lead customer facing role.
