Career Opportunities: Supervisor, IT Help Desk (15601)

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SPA EXTERNAL POSITION POSTING

DATES POSTED:  05/01-05/11/2026

Position Summary
Under limited supervision, the Supervisor, Information Technology Help Desk is responsible for overseeing the daily operations, service quality, and performance of the District's Help Desk function. This role ensures timely and effective technical support for all end users, whether working within the District's network environment or remotely using mobile devices such as iPads and iPhones. The Supervisor is accountable for maintaining high levels of customer satisfaction, achieving strong first‑contact resolution rates, and minimizing aged or unresolved tickets. The position requires a comprehensive understanding of supported hardware, software, and enterprise systems, as well as strong leadership capabilities to guide, develop, and evaluate Help Desk staff. The Supervisor is also responsible for optimizing processes, procedures, tools, and communication channels to enhance service delivery and operational efficiency. In addition, this role requires experience in vendor management, including coordinating with external service providers, monitoring performance, and ensuring adherence to contractual obligations and service‑level expectations. The Supervisor also oversees IT asset management activities, including the tracking, lifecycle management, and accurate inventory of District‑owned hardware and software assets. This includes ensuring proper deployment, maintenance, replacement, and retirement of devices; maintaining asset records and documentation; coordinating with procurement on purchasing needs; and enforcing asset‑related policies to support security, compliance, and fiscal stewardship.

Education

• Required - Associate's Degree candidates with relevant certifications and a minimum of five (5) years of experience may be considered. or
• Required - Bachelor's Degree in Computer Science, Information Technology, or a related field study; plus a minimum of three (3) years of work experience as indicated below. or
• Required - Master's Degree in Computer Science, Information Technology, or a related field study; plus a minimum of one (1) year of work experience as indicated below.

Minimum Requirements

• Required - Minimum of 5 years of related work experience with project management or system support; plus a Associates Degree as indicated above. or
• Required - Minimum of 3 years of related work experience with project management or system support; plus a Bachelor's Degree as indicated above. or
• Required - Minimum of 1 year of related work experience with project management or system support; plus a Master's Degree as indicated above. and
• Required - Demonstrated experience in influencing, guiding, and providing mentorship to varying levels of staff. and
• Required - Vendor management experience, including evaluating tools and negotiating support contracts. and
• Required - Experience with Microsoft Intune for device management, application deployment, and compliance monitoring.
• Preferred - Experience with strategic and operational planning, resource allocation, leadership technique and coordination of people and resources.
• Preferred - Experience defining governance/project management frameworks and measuring adherence.

Licenses, Certifications and/or Testing

• Required - Have and maintain a valid driver’s license Upon Hire
• Preferred - Certified Project Management Professional (PMP)-PMI or accredited equivalent. Upon Hire
• Required - Pre-employment Background Check & Drug Screen Upon Hire

Knowledge, Skills and Abilities

• Proven leadership skills with the ability to build relationships across all levels of the organization. (Intermediate proficiency)
• Proven success in delivering projects within budget and specified timeframes, while ensuring customer satisfaction. (Intermediate proficiency)
• Proven problem-solving skills from problem assessment to solution selection, ability to identify alternatives and make contingency plans. (Advanced proficiency)
• Capacity to embrace change and quickly adapt to new situations, changes in direction, and altering priorities. Proven ability to thrive in a fast paced, dynamic environment with competing priorities. (Advanced proficiency)
• Ability to handle multiple projects and assignments. (Advanced proficiency)
• Ability to focus on business solutions and results first before technology. (Advanced proficiency)
• Proficiency with personal computers, tablets, and/or other electronic devices to include familiarity with, but not limited to, Microsoft Office Suite (Excel, Outlook, Word) and enterprise wide software (e.g., SAP). (Advanced proficiency)
• Ability to learn new or upgraded computer software as required. (Advanced proficiency)
• Must be able to communicate with internal and external team members effectively, verbally and in writing, and tailor communication to a diverse clientele which will include both technical and administrative personnel. (Advanced proficiency)
• Efficient written and verbal communication skills, in English, to assist internal and external customers, co-workers and management professionally, regardless of provocation. (Advanced proficiency)
• Improve the customer experience by evaluating, designing, implementing and measuring customer service processes, customer satisfaction, and performance metrics. (Advanced proficiency)
• Develop processes and standards, implement industry best practices, promote and ensure compliance with those processes and standards for the Help Desk, and provide direction for associated processes and activities to include, but not limited to, implementations, upgrades and maintenance. (Advanced proficiency)

Essential Functions

• Act as first line of escalation for technical or performance issues with Help Desk staff.
• Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis.
• Develop processes and standards, implement industry best practices, promote and ensure compliance with those processes and standards for the Service Desk, and provide direction for associated processes and activities to include, but not limited to, implementations, upgrades and maintenance.
• Hold staff accountable to meet Service Level Agreements (SLA) and enforce procedures which support the improvement of customer support performed by the Help Desk.
• Improve the customer experience by evaluating, designing, implementing and measuring customer service processes, customer satisfaction, and performance metrics.
• Isolate problem trends and ensure troubleshooting efforts are completed for recurring issues until permanent solutions are found, make evidence-based recommendations to achieve those solutions and escalate issues to leadership as required.
• Set and coordinate training and onboarding requirements for District personnel.
• Forecasting staffing needs, planning for attrition, implementing cross‑training, and supporting succession planning to ensure continuity and resilience within the team.
• Coordinating Help Desk response during major outages or incidents, serving as the escalation point for complex or high‑impact issues, and ensuring clear communication throughout.
• Manage the Help Desk ticketing system knowledge base and tiered support model to include, but not limited to, the development of strategies to enhance first call closure rate and the IT customer service experience, while ensuring alignment with business processes, tactical planning and strategic vision.
• Work with the leadership in the development of the annual IT Department budget and reporting of variances.
• Overseeing the full lifecycle of IT assets—including procurement, inventory tracking, maintenance, and end‑of‑life disposal—to ensure accurate records, maximize resource utilization, and support cost‑effective operations that stay within budget.
• Ability to remain calm and decisive during high‑impact incidents or outages.
• Manage employee unacceptable behavior, poor work performance or policy violations, including the use of discipline when appropriate.
• Demonstrated ability to communicate effectively—both verbally and in writing—with diverse audiences, including technical and non‑technical personnel inside and outside the District.
• Identifying opportunities to leverage automation, self‑service portals, and new technologies to enhance efficiency and user experience.
• Collaborate with other IT leaders to review survey feedback and evaluate Service Desk SLA and ticket analysis to identify and implement improvement opportunities for accurate first time ticket assignments, decreasing ticket reopen rates, increasing efficiencies in ticket management and reducing ticket closure time.
• Collaborate with IT directors to discuss end-users needs and ensure processes are optimally utilized and business process improvements result in alignment with supported critical business strategies and goals.
• Ability to prioritize business needs and desired outcomes before determining or recommending technical solutions.
• Develop talent: coach and mentor employees; support employee growth and development through leadership opportunities and professional development.
• Provide employees feedback through completion of performance appraisals and employee one-on-one meetings.
• Manage employee unacceptable behavior, poor work performance or policy violations, including the use of discipline when appropriate.
• Maintain financial oversight of budget or works with financial responsibility in mind.
• Plan for attrition through awareness of separation risks, cross-training, employee development and succession planning.
• Fulfill responsibilities common to all Supervisory, Professional, and Administrative positions as assigned.

Required for All Jobs

• Perform a variety of other duties as assigned
• Understand and comply with all District policies and procedures

In contributing to the objectives of the District, this role is responsible for the initiation, cultivation, and maintenance of strong relationships of a business and professional nature. This position requires good communication skills and tact in order to maintain professional relationships with the following, but not limited to:

-Board of Directors
-All levels of District
-Internal and external customers
-Federal, State, and local agencies
-Community organizations and partners
-Consultants, contractors and other third-party organizations that fall within the scope of this role
-Professional, industry, trade, and civic associations

Physical Demands

• Stationary Position - Occasionally
• Move/Traverse - Occasionally
• Stationary Position/Seated - Occasionally
• Transport/Lifting - Occasionally
• Transport/Carrying - Occasionally
• Exerting Force/Pushing - Occasionally
• Exerting Force/Pulling - Occasionally
• Ascend/Descend - Occasionally
• Balancing - Occasionally
• Position Self/Stooping - Rarely
• Position Self/Kneeling - Rarely
• Position Self/Crouching - Rarely
• Position Self/Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Communicate/Talking - Constantly
• Communicate/Hearing - Constantly
• Repetitive Motions - Frequently
• Coordination - Frequently

Additional Physical Demands


Physical and Environmental Requirements

• Office: Work is primarily performed in an office setting amid normal conditions of dust, odors, fumes, office lighting and noise.

Hybrid Flexible Work Arrangement
Job may be eligible for a hybrid in-office and work from home flexible work arrangement.

*Please ensure the application is filled out thoroughly to be considered for this position

An Equal Opportunity Employer “Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation"