JOB SUMMARY JOB SUMMARY The Support Services Supervisor is responsible for overseeing the daily operations of the frontline support team, ensuring efficient resolution of technical issues, and providing exceptional customer service. Leading a team of Technology Support Analysts and Specialist, monitoring performance, establishing procedures, coordinating hardware lifecycles, and providing an escalation path for critical issues. As a key point of contact between the support team and the Service Delivery Manager, they collaborate to optimize support processes and maintain high-quality IT support for the organization.
ESSENTIAL FUNCTIONS AND DECISION MAKING ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Communicates and sets expectations for team members in support of the city's Support Team. Provides input, support, and organization of the day-to-day workload of team members.
2. Performs personnel supervisory functions by meeting with employees regularly, maintaining an on-call coverage rotation, preparing employee performance evaluations, and approving timesheets and leave requests.
3. Creates documentation, Establishes procedures and guidelines for the Support Team.
4. Collects technical and administrative information from various systems and compiles data for routine reports and regularly provides Support Team statistics to IT Management Team.
5. Oversees client hardware and software lifecycle, replacements, and deployments.
6. Maintain all asset management records related to desktop hardware, software and peripherals.
7. Provides an escalation path for addressing global issues that require specialized attention.
8. Optimize client and internal satisfaction through teamwork and a strong commitment to customer service.
9. Contacts and coordinates with vendors.
10. Establishes and maintains effective working relationships.
11. Perform any other related duties as required or assigned.
MINIMUM QUALIFICATIONS (Salary is dependent upon qualifications) MINIMUM REQUIREMENTS - Associate's degree from an accredited college or university in Computer Science, Information Technology, or a related field, preferred. Relevant work experience may be substituted for required education on a year-for-year basis.
- Two (2) years of related experience is required.
- One (1) year of management experience is required.
- This role requires consistent attendance and adherence to established work schedules.
- Must possess a valid Texas Driver's License with an acceptable driving record.
- Completion of ITIL Foundations Certification within 1 Year of employment.
- Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards.
PREFERRED QUALIFICATIONS - Three (3) or more years of experience in an information technology support role or similar position.
- Three (3) years experience in a lead or supervisory capacity.
- Experience with workflow and ticket management systems such as KACE.
- Technology related certifications desired.
CORE COMPETENCIES AND PHYSICAL DEMANDS JOB DIMENSIONS - Must be able to read and comprehend departmental policies, technical/repair manuals, and user guides.
- Effective verbal and written communication skills are required; must be able to maintain positive working relationships with City departments and personnel, outside agencies, and vendors.
- Supervise the first line of professional contact for the Information Technology Department with all customers
WORKING CONDITIONS Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is regularly required to sit, talk or hear; frequently required to use hands to finger, handle, or feel; and occasionally required to stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; and ability to adjust focus.
The City of San Marcos offers its employees a broad range of benefits to enhance their personal and occupational lives. We are committed to a total rewards strategy that provides employees with competitive compensation, comprehensive benefits, and an environment that supports a healthy work/life balance.View Our Benefits Guide. BENEFITSMedical, Dental & Vision Coverage
- United Healthcare
- Choice Plus PPO Plan
- Prescription Drug Plan
- Wellness Initiatives
- Virtual Doctor Visits 24/7
- Dental Plan
Davis Vision Insurance
- Base Vision Plan
- Premium Vision Plan
- Laser Vision Correction discounts
Retirement
- Texas Municipal Retirement System (TMRS)
- Mission Square Retirement Corporation - optional 457-deferred compensation plan & Roth IRA
ADDITIONAL BENEFITS - Flexible Spending Accounts
- City paid Life and AD&D Insurance
- Voluntary Life, AD&D and Long Term Disability insurance
- Employee Assistance Program
- Vacation
- Sick Leave
- Holidays
- Longevity Pay
- Tuition Reimbursement
- Activity Center Membership
- Direct Deposit
The City of San Marcos strives to provide employees with an opportunity for a flexible and positive work/life balance. Employees in eligible positions are offered remote telework options of up to two days per week or 40% of an employee's scheduled work hours. Remote telework eligibility will be determined by department directors to ensure the City provides quality services.
Closing Date/Time: 10/4/2024 4:59 PM Central
