IT Supervisor End Point Services

Marion County requires on-site work. Remote work is not available.

Its an exciting time to work for Marion County! Were looking for dedicated and collaborative individuals to supervise our outstanding staff of support personnel. You will be ultimately responsible for the endpoint computers and systems that support employees of the county and ultimately our citizens. This challenging and rewarding role is looking for individuals that share Marion Countys core values of: Integrity Professionalism Stewardship and Customer Service. We welcome all who share those values to apply.

The IT Supervisor of End User Support supervises support staff for production issues and coordinates the efficient and effective operations of Technical Support Team Members including work direction and supervision of IT Support Specialists and IT Support Technicians. This position is responsible for planning assigning and directing work; documenting and gaining approval for all Technical Support Team procedures and system documentation; assisting team members in answering service requests addressing service or escalation issues and applying independent decision making to resolve issues or escalate problems to management.

This position is responsible for planning assigning and directing work; documenting and gaining approval for all Technical Support Team procedures and system documentation; assisting team members in answering service requests addressing service or escalation issues and applying independent decision making to resolve issues or escalate problems to management.

The IT Supervisor of End User Support develops regular reports on service tickets ensures that service levels are met identifies trends and makes recommendations for service improvements and provides business recommendations to management for service growth and/or improvement.

This position is expected to create Standard Operating Procedures (SOPs) Service Level Agreements (SLAs) and best practices for the Information Technology Service Desk/Field Support staff to be reviewed by management for continual improvement. The IT Supervisor of End User Support should be a self-directed self-starter and motivated with the ability to work with minimal supervision who can manage the IT Technical Support team with a focus on customer success and collaboration to provide the best end user experience. The IT Supervisor of End User Support should have the knowledge and skills to complete Service Desk Tier 1-2 tickets and be able to train staff effectively on troubleshooting steps. This position is expected to follow the IT Ticket Management SOP and be able to effectively manage Ticketing Systems.

Service Management
Create standard operating procedures (SOP)s and training manuals for all existing and incoming team members to assist in their daily work. Implement and maintain ITIL Service Desk system. Monitor Service Desk and Field Support activities and respond to inquiries from all county departments. Provide technical troubleshooting and escalation as needed. Provide detailed analytics on technical performance and trends to Management. Management of the ticketing system team ticketing queues and assignments and ensuring resolution in a timely and accurate manner with as little rework as possible. Implement Service Level Agreements (SLAs) and escalation processes. Manage and track: Incident Management Knowledge Management Customer Satisfaction Service Level Management and Request Management.

Supervision and Mentoring
Supervise Technical Support staffs daily activities ensuring timely and professional delivery of technical support for calls with computers core software products network issues desktop hardware and related hardware peripherals. Plan organize and direct the work of Technical Support staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; review team member work for accuracy and timely completion of assigned duties. Ensure Service Desk provides consistent high-quality and professional service to the county. Mentor/Coach all department staff as needed to improve performance and morale. Ensure all Service Desk employees receive annual reviews and necessary feedback to provide career and growth opportunities must be able to articulate areas where employees need improvement.

Planning and Budget
Execute the end-point hardware lifecycle equipment replacement program ensuring an accurate and detailed inventory of endpoints. Create and execute End User Support management plan and budget. Monitor budget and project-related spending to ensure spending aligns with plans and budgets. Work with outside vendors as needed for any Service Desk/Tech projects. Ability to interface with executive-level management and give senior-level presentations. Define technology strategies goals and budget as a member of the IT Management Team.

Staffing and Training
Interview prospective candidates for open positions. Able to cover the job responsibilities of IT Support Specialist and IT Support Technicians as needed. Train staff in new and existing procedures and develop work schedules areas of responsibility updated technology and support procedures. Train via standard training tools and research new products that could better the Technical Support staff. Work with staff to schedule required training time.

Process Improvement
Implement best practices. Analyze Technical Support staffs performance for calls emails walk-ups etc. Track trending issues and produce statistical reports for management. Proactively identify process improvement opportunities including end-user training tools documentation ticketing system and internal training materials. Improve team multitasking time management skills and attention to detail. Define implement and monitor onboarding goals of new hires leveraging zero-touch provisioning automation and vendor management. Participate in the evaluation of new information systems products or services and recommend changes to existing products or services to aid in continuous improvement.

Miscellaneous

• Participates in meetings in-service training workshops etc. for the purpose of gathering information required to perform job functions.
• Performs other duties as assigned by the supervisor.

EXPERIENCE AND TRAINING

1. Bachelors degree in computer science information science management information systems business administration or related field; AND
2. Two years of IT project management or technically related experience; AND
3. Two years of supervisory or three years lead experience* in an IT-related field which may be concurrent with other required experience; OR
4. Any satisfactory combination of work education training or experience relevant to the position as determined by Marion County.

General knowledge of methods processes and operating principles of Windows server IIS and SQL Server administration; web design development and maintenance; methods and techniques of project management and business analysis; supervision and best established best practices in effectively operating a service desk operation; practices and methods of maintaining data privacy; business and management principles involved in strategic planning production methods and coordination of people and resources; and research methods for emerging technologies.

Skills and abilities to identify complex problems and develop or evaluate options and implement solutions; analyze information and evaluate results to choose the best solution and solve problems; effectively communicate in person and groups; write clear and concise memorandums reports or other documents; use logic and reasoning in identifying the strengths and weaknesses of alternative solutions conclusions or approaches to problems; manage projects typical to the job assignment; be diligent about detail and thorough in completing work tasks; effectively prioritize tasks and plans; explain what information means and how it can be used; establish effective working relationships with internal and external customers; be pleasant with others on the job and display good-natured cooperative attitude; accept criticism and deal calmly and effectively in high-stress situations.

PUBLIC SERVICE LOAN FORGIVENESS
Marion County is a qualifying public employer for the Public Service Loan Forgiveness Program. Through the Public Service Loan Forgiveness Program full-time employees working at the County may qualify for forgiveness of the remaining balance on Direct Student Loans after 120 qualifying monthly payments under a qualifying repayment plan. Questions about your student loan eligibility should be directed to your loan servicer or the US Department of Education.

VISA SPONSORSHIP
Marion County does not offer VISA sponsorship. Within three days of hireyou will be required to complete the US Department of Homeland Securitys I-9 form confirming authorization to work in the United States. Marion County is an E-Verify employer and will use E-Verify to confirm that hires are authorized to work in the United States.

VETERANS PREFERENCE
Applicants are eligible to use Veterans Preference when applying with Marion County in accordance with ORS 408.225 408.230 and 408.235 and OAR and . Preference will be awarded only if the applicant meets the minimum requirements of the position and attaches the required documentation at the time of application.

DOCUMENTS REQUIRED FOR VETERANS PREFERENCE

• One of the following:
  • MEMBER COPY 4 of the Certificate of Release or Discharge from Active Duty (DD Form 214 or 215); OR
  • Letter from the US Department of Veterans Affairs indicating receipt of a non-service connected pension; OR
  • Certification that discharge or release from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate.

• In addition to one of the above documents Disabled Veterans must also submit one of the following:
  • A copy of their Veterans disability preference letter from the Department of Veterans Affairs; OR
  • Certification that medical separation from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate.

You can request copies of your military service record through the National Archives website at County is an Equal Opportunity Affirmative Action Veteran and Disability employer committed to increasing the diversity of its workforce.

Applicants with a disability may request reasonable accommodation through Human Resources in any step of the process to assist them in demonstrating their qualifications to perform the duties of the position for which they are applying. Please e-mailHuman Resourcesif you wish to request an accommodation.