IT Supervisor - Service Desk

Educational and Experience Requirements

Bachelor's degree from an accredited college or university in computer science, business administration or related field and three (3) years of experience in a similar position as listed in the work functions with two (2) of those years in a supervisory or lead role.

OR

A combination of education and experience equivalent to seven (7) years of experience in a similar position as listed in the work functions with two (2) of those years in a supervisory or lead role.

Regular and reliable attendance is a necessary component of the job/position. Individuals required to use County vehicles and equipment must have a valid driver's license and be free of any major traffic violations for the last three (3) years.

Under general supervision, provides leadership and supervises the work of staff within the assigned team and service operation activities for internal and external Olmsted County customers. Assesses staff and user training needs, develops training plans and recommends training activities for staff and users. Oversees the direction of IT end user technology needs and requirements including computer hardware and software necessary to support user needs.

Researches, develops, monitors and recommends policies for internal and external Olmsted County customers. Leverages the strengths of team members, clarifies roles and responsibilities, and develops employees to reach optimal goals. Supports a diverse, respectful, and inclusive workplace.

• Leads individuals and teams, builds and maintains engagement, and nurtures a culture of growth to promote a work environment where every employee can reach their full potential.
• Recommends hiring, promotions, and assignments for team members, and provides regular and timely feedback. Manages employee performance, documentation, and disciplinary actions.
• Designs and implements county-wide technology training projects in coordination with other county staff.
• Develops and utilizes detailed work plans when facilitating the exploration, design and implementation processes of major work activities, such as developing automated systems and processes, implementing software, and all other IT activities.
• Manages, recommends and reviews end user computer activities and processes including outsourcing, implementation and testing of purchased technology solutions, request for major system changes, and requests for new technology.
• Develops and implements continuous improvement processes.
• Develops customer service standards along with best practices for service operation and continuous improvement including incident management, problem management, change management and service desk operations.
• Assists in strategic planning in partnership with multiple agencies and internal groups in the development of long and short range county-wide information technology plans.
• Performs related duties as assigned.

• Knowledge of end user client support systems and processes
• Knowledge of processing platform concepts, capabilities, and application, including but not limited to; user client devices, client/server, and cloud services
• Knowledge of operating system software function, concepts and capabilities
• Knowledge of computer hardware environments:
  An understanding of computer, network and software functions
• Working knowledge of end user Computing (EUC), devices, software and enterprise applications
• Working knowledge of networking function, concepts and requirements
• Skill in analytical thinking and problem solving
• Skill in customer service and developing business relationships across multiple agencies
• Skill in organization and activity coordination
• Skill in teamwork, interpersonal interaction and people management
• Skill in professional verbal and written communications
• Skill in the analysis and design of manual and automated processes
• Skill in planning, organizing and, as a team member, accomplishing work in a timely and effective manner
• Ability to manage projects in an information technology environment
• Ability to analyze business requirements, develop effective solutions and supervise implementation of solutions
• Ability to train, supervise and foster the professional development of others
• Ability to create and effectively utilize detailed work plans

Persons with disabilities: the above is a general listing of job duties. Essential and non-essential functions may vary by individual position. Reasonable accommodations may be available for both essential and non-essential job duties.

Physical and environmental demands:
- Office environment, sitting, standing, walking, reaching, lifting up to 25 pounds, repetitive hand movements, typing/data entry, talking/hearing, operating vehicle; up to 10 pounds of force for sedentary activities, up to 20 pounds of force for light effort. No more than 24% of the work time is performed with the tasks that require higher levels of physical effort.