Desktop Support Supervisor
Desktop Support Supervisor
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Job Description
DEPARTMENT OF ECONOMIC SECURITY
Your Partner For A Stronger Arizona.
DES works with families community organizations advocates and state and federal partners to realize our collective vision: A thriving Arizona.
DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals families and communities for a better quality of life.
DESKTOP SUPPORT SUPERVISOR
Division of Technology Services (DTS)
1789 West Jefferson Street Phoenix Arizona 85007
Salary: $71676 $84700
Grade: 27
Closing Date: May 14 2025
Would you like to be part of an amazing team that helps Arizonans thrive At the Department of Economic Security (DES) we strengthen individuals families and communities for a better quality of life. DES is looking for individuals who are committed to service community and teamwork. To learn more about DES please ; or click on the linkhereto view Our DES video. Come Join the DES Team!
DES is seeking an experienced and highly motivated individual to join our team as a Desktop Support Supervisor. This position supervises the DES Desktop Support staff by defining and establishing schedules; setting priorities; providing support/direction and dealing with administrative issues as needed; Trains staff on operational procedures and troubleshooting techniques; coaches team members on performance completes employee performance evaluations and recommends pay actions; receives guidance and oversight from Manager. Leads planning organizing and coordinating complex technical activities. Manage/oversee multiple concurrent IT projects at DES offices throughout Arizona. Provides direction for a team of IT support technicians supporting office in regions throughout Arizona. Serve as a liaison with business management units to meet goals using strategic IT planning processes. Plan and coordinate the installation of software hardware and data communication updates. Communicates with other IT departments including network security enterprise software server and third parties to meet project objectives.
Essential Duties and Responsibilities include but are not limited to:
- Supervises the DES Desktop Support staff by defining and establishing schedules; providing support/direction
- Trains staff on operational procedures and troubleshooting techniques; request coordinate and assist training staff or provide systems or LAN/WAN user training; provide support feedback and leadership to technicians on complex IT issues to sustain agency objectives
- Coaches team members on performance ; leads team meetings and trainings to keep staff updated on current technology changes occurring in the DES enterprise. Leads planning organizing and coordinating complex technical activities
- Receives guidance and oversight from manager. Responds promptly to customer needs; takes customercentric approach to problem solving; manages difficult or emotional client situations; champions a cohesive consistent approach to improvement in the DES organization
- Participate in LAN Manager meetings (monthly) LEAN management processes; provide leadership for IT support for program managers throughout DES
- To prepare documents for software and hardware related to PC Support as well as direct and support LAN team members to do the same
- Support both internal and external customers by keeping them apprised of work efforts being conducted to resolve their issues
Knowledge of:
- Customer service principles and processes
- Backoffice server applications desktop application webbased applications client/server applications
- Computer/networking hardware
- Standard operating systems
- Common thirdparty software applications application integrations
- Networking protocols and any other computerrelated technologies
Skills In:
- Strong customer service
- Excellent interpersonal written and oral communication
- Excellent problem solving and attention to detail
Ability to:
- Balance prioritize and organize multiple tasks
- Work collaboratively in teams and across organizations
- Synthesize feedback and adjust plans accordingly
- Build strong relationships inside and outside the organization
- Resolve incidents/problems efficiently and effectively recognizing customers competence levels and able to approach each level appropriately
- Supervise small to medium teams
- Evaluate and test emerging technologies
- Understand and anticipate needs and priorities of both internal and external customers
This ideal candidate for this position will have:
- Bachelors degree in IT or closely related field and 4 years experience with management and organization skills cross platform environment or any equivalent combination of experience and/or education from comparable knowledge
- Desired A Certification Microsoft Certified Professional or higher Microsoft Certification
- Instate travel is required. Drivers License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current valid classappropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers license record checks must maintain acceptable driving records and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R210207.11).
- Successfully pass background and reference checks; employment is contingent upon completion of the abovementioned process and the agencys ability to reasonably accommodate any restrictions.
- All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (EVerify).
- Employee shall obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 411969.
The Arizona Department of Economic Security offers a comprehensive benefits package to include:
- Affordable medical dental life and shortterm disability insurance plans
- Participation in the Arizona State Retirement System (ASRS) and longterm disability plans
- 10 paid holidays per year
- Vacation time accrued at 4.00 hours biweekly for the first 3 years
- Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
- Sick time accrued at 3.70 hours biweekly
- Deferred compensation plan
- Wellness plans
- Tuition Reimbursement
- Stipend Opportunities
- Infant at Work Program
- Rideshare and Public Transit Subsidy
- Career Advancement & Employee Development Opportunities
- Flexible schedules to create a work/life balance
Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page
State employees are required to participate in the Arizona State Retirement System (ASRS) the State sponsored retirement contribution plan and the LongTerm Disability (LTD) program after a 27week waiting period. The ASRS defined benefit plan provides for lifelong income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of taxdeferred retirement investments.
On or shortly after your first day of work you will be provided with additional information about the available insurance plans enrollment instructions submission deadlines and effective dates.
For questions about this career opportunity please contact us ator
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contactingor Requests should be made as early as possible to allow sufficient time to arrange the accommodation.
Required Experience:
Manager
Employment Type
Full-Time
