IT Technical Support Supervisor

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Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees staff activities including scheduling staff times.

• Trains coaches and mentors IT Support Administrators (Levels I and II) and provides guidance for career development.

• Oversees service requests incidents and problems.

• Supervises and coordinates urgent and complicated support issues.

• Acts as escalation point for all requests and incidents.

• Expedites prioritizes delivers and coordinates team projects with support team.

• Contacts customers as a point of escalation to resolve case issues.

• Supervises interviews and hires staff of Technical Support Administrators with teams reporting manager.

• Develops and matures phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

• Determines root cause of issues and communicate appropriately to internal and external customers.

• Collaborates and builds relationships with other departments and field users.

• Oversees ITSM implementation and workflow design with reporting manager to ensure quality solutions are available to the staff.

• Recognizes training needs develops technical processes and procedures to effectively support customers.

• Works with manager to develop Service and Business Level Agreements to set expectations and measure performance.

• Provides data and reporting of SLAs and trends to team manager and others in ad-hoc weekly monthly and as needed.

• Drives Ticket Deep Dive and develop processes for improvement.

• Works to make the desktop support the single source of truth and service delivery channel for IT.

• Monitors and manages ticket queue (participating in escalated calls as needed).

• Develops an effective and workable framework for supervising and improving customer IT support in the organization.

• Advises management on situations that may require additional client support or escalation.

• Supervises process for communicating outage/emergency activities to the organization.

• Supervises desktop support vendor relationships as it depends on daily operational needs.

• Supports complex systemsconfigurationand scripting in the support of the desktop mobile and telephony environment.

• Identifies requirements and designing appropriate solutions to meet businessneeds.

• Installs modifies and customizes operating system software patches upgrades and communicationscomponentsin support of the Windows desktop infrastructure iOS and Android mobile devicesTeams VoIPand Azure environment.

• Configures desktop and mobile device hardware and software using accepted standards and proceduresand ensuring their compliance to securitysystem hardening guidelines/policies.

• Performs systems management functions pertaining to hardware operating system and software as necessary to ensure normal systems operations.

• Understands systems management of enterprise services such as but not limited to Microsoft Endpoint Configuration Manager (MECM) Intune Azure and Teams.

• Monitors systems to prevent potential performance software or hardware problems that could cause system downtime.

• Utilizes systemdeploymenttools(Microsoft Endpoint Configuration Manager (MECM) and Intune) developing scriptsusing PowerShell and using other tools to automate complex system management and system programming tasks.

• Works with the citys Chief Information Security Officer (CISO) to assist in the performance of system security audits performing frequent scheduled desktop and mobile device security and vulnerability scans using system utilities and software programs and remediating or assisting in the remediation of any vulnerabilities that are found.

• Monitors the anti-virus (AV) service to ensure up-to-date deployment of anti-virus clients packages and signature files to all PCs and remediating or coordinating the remediation of any systems requiring corrective action.

• Ensures adherence to established service level agreements.

• Ensures compliance with all City of Boulder user application and system administration security policies.

• Adheres to andensuring all desktops and mobile devices comply with city security policies and industry best practices related to system security.

• Helps to create and implement standards maintenance and operationalprocedures for the desktop and mobile device environment and related systems including firmware operating systems and software versions.

• Provides tier 3 level technical support to customers and actively assisting and/or developing communication plans to inform or keep customers abreast of any on-going or potential system performance availability or security concerns.

• Acts as a customer service mentor to create a more communicative and responsive team.

• Responds quickly to customer incidents working efficiently to resolve the issue while ensuring the customer has regular communication regarding the issue and a clear expectation as to next steps.

• Provides technical assistanceand information tousers from other City departments on the Citys technical environment architecture computer systems and applications.

• Provides technical support within the Innovation and Technology (IT) organization by serving as a high-level technical resource for Service Desk and Application support teams.

• Advocates for the end user through external-facing training materials and sessions as well as managing documentation efforts in the team.

• Provides active communication understandingthe short- and long-term needsof the customer.

• Analyzes historical data to recommend improvements to increase staffs productivity.

• Collaborates promotes develops and recommends changes to the IT customer service methodology.

• Providesknowledge training and coaching of Technical Support Administrators in performance of their roles.

• Serves as a leader in gaining familiarity withemergingtechnologies.

• Researches new technical methods/disciplines and teaches others how to incorporate these into their day-to-day activities work product and style.

• Applies knowledge and skills to collaborate promote develop follow and recommendas necessarychanges to IT operations processes and procedures.

• Maintains and develops professional skills through ongoing training and career development.

• Develops project work plans project objective documents plans and conducts kick off meetings monitors and controls project tasks and milestones coordinates and schedules work on assigned projects.

• Tracks projects and manages change control activities within areas of responsibility.

• Manageswork efforts related to the completion of tasks and assignments of staff assigned to the project as well as manages work of consultants and contract employees that may be used.

• Provides regular written and oral communications on project status via written reports conducting regular status meetings and executive advisory board meetings with department/division heads.

• Participates in software vendor selection processesincluding RFP/RFI/RFQ creation and award contract negotiations and contract management.

• Performs related duties as required to meet the needs of the City.

• Takes proper safety precautions to prevent accidents. Responsible for the safety of self others materials and equipment. Uses all required safety equipment and follows all safety regulations policies and procedures.

• Knows and complies with all City and department policies; participate in professional trainings and development; and adhere to attendance and workplace attire policies.

MINIMUM QUALIFICATIONS

• Ability to assess critical incidents and make triage decisions about business impact urgency and criticality.

• Ability to build a cohesive team and to manage people effectively including coaching and development.

• Ability to help staff to work through high-stress situations in a professional manner.

• Ability to manage a wide variety of activities that compete for time and attention. It is imperative the supervisor is able both to multitask and provide focused attention on high- priority issues to ensure all important activities are addressed.

• Ability to organize and manage projects Experience managing Service Desk IT projects

• Ability to prioritize the work of others and business rules and automation to prioritize service requests and balance workloads across the team to maximize productivity minimize costs and ensure SLA compliance.

• Ability to remain astute consumers of operational data and skilled in using data to make informed decisions.

• Ability to successfully apply conflict-resolution skills to address client frustration and diffuse tense situations.

• Ability to supervise teams schedules and business relationships.

• Ability to translate City and department strategic vision into operational activities.

• Ability to use a personal vehicle during official responsibilities (mileage reimbursed).

• Ability to work well with people express empathy manage escalations and critical incidents.

• Knowledge and experience with configuring and supporting computer workstation hardware operating systems and desktop office application suites.

• Skills in high-quality and effective verbal and written communication.

• Valid Drivers License and ability to maintain an acceptable motor vehicle record.

• Have and maintain acceptable background information including criminal conviction history.

PREFERRED QUALIFICATIONS

• Experience with Windows operating systems.

• Experience with iOS operating systems.

• Experience with service desk software applications.

• Experience with computer workstation software applications.

• Experience with Microsoft Office 365 solutions.

• Experience with tools and software used in workstation problem solving.

• Experience with public safety applications such as Axon.

• Experience with public safety hardware and equipment such as body cameras and in-vehicle technology.

REQUIRED EDUCATION AND EXPERIENCE

• Associates degree in computer science information systems technology business or a related field. Four (4) years experience may be substituted for the education requirement only.

• Six (6) years experience in an information technology support environment.

SUPERVISION

Supervision Received: IT Deputy Director

Supervision Exercised: IT Technical Support Administrator I and II

WORKING CONDITIONS AND REQUIREMENTS

• Physical and mental effort: Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in vision or other powers of observation that permits the employee to review evaluate and prepare a variety of written documents and materials. Sufficient manual dexterity that permits the employee to operate computer equipment and other office personal mobility and physical reflexes which permits the employee to work in an office setting as well as the ability to walk on uneven surfaces and sometimes difficult terrain.

• Work environment: Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard. Ability to work under stress from demanding deadlines public contact and changing priorities and conditions. Upper body strength to lift and carry supplies and equipment. Works primarily in a clean comfortable in a setting subject to continuous interruptions and background noises.

• Machines or equipment used: Frequently uses standard office equipment including personal computers and telephones.

Additional Job Description:

Last updated:December 2025

The City of Boulder is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected statute. For individuals with disabilities who would like to request an accommodation please send a request to