IT Customer Service Desk Supervisor
Company: Maricopa County
Location: Phoenix
Posted on: April 23, 2024
Job Description:
Posting Date 04/19/24 Application Deadline 04/26/24 Pay Range
Min - 1st Quartile - Mid - Max
$74,000.00 - $85,755.20 - $97,510.40 - $121,000.00 Job Type
Unclassified Department Sheriff About the Position Are you looking
for the opportunity to utilize your Technical Expertise to solve
challenging and complex processes and projects? Join our IT team at
Maricopa County Sheriff's Office. The IT Customer Service Desk
Supervisor oversees and coordinates the daily operational
activities of the Service Desk Support team in order to maintain
24/7 operations and ensure customer service requests and inquiries
are fully addressed in a timely manner. This position is
responsible for all activities relating to the delivery of first
and second level customer service support for a wide range of
technologies including desktop hardware, software, client
applications, and licensing. The role requires extensive knowledge
of ITIL standards and practices, implementing as appropriate to the
needs and priorities of the MCSO organization. About the Maricopa
County Sheriff's Office:
Do you possess integrity, strong interpersonal skills, and do you
have a desire to serve your community? The Maricopa County
Sheriff's Office (MCSO) invites you to become part of Arizona's
leading law enforcement agency. We are seeking passionate
individuals to join our team with a variety of openings for
Civilian, Detention and Sworn personnel. We come together as a team
to support and provide public safety. We are OneMCSO - become one
with us! Compensation is more than a salary with MCSO:
- Growth and stability since 1871
- Choice of three medical plans - starting as low as
$70/month
- Holidays - 10/year + 1 personal day
- Enrollment in Arizona State Retirement System
- Paid sick and parental leaves (birth/adoption)
- 10% discount at KinderCare facilities in the Valley and
upcoming to serve County employees and their families
exclusively
- MCSO Mentoring program to provide personal and professional
growth opportunities for all employees.
- Access to free County gyms
- Learn more at POSITION QUALIFICATIONS Education
- Bachelor's Degree in Computer Science, Information Technology,
Business Management/Administration, or a related field Experience
- Five (5) years of experience in IT Service desk, desktop
support, applications support or related, similar support OR
Combined education and experience qualifications
- Other combinations of education or experience may substitute
for the minimum qualifications on a year for year basis. Preferred
education and/or experience: Lead or supervisory experience; five
(5) years of related work experience within a large scale, highly
technical work environment which includes three (3) years in a
management or supervisory capacity; experience working in a law
enforcement environment. Preferred training, certifications and/or
other special requirements: Formal ITIL education and
certification, experience with scripting and batch file creation;
MS Windows 2008R2/2012R2/2016 Server administration and Active
Directory; Group Policy Scripting. Other requirements
- Must possess a valid Arizona driver's license or have the
ability to obtain by the time of hire.
- Training that may be provided on-the-job: FEMA NIMS - IS100 and
700; Safety; Payroll; PREA.
- Prior to hiring, the Sheriff's Office requires that all
candidates pass a background review. ESSENTIAL JOB TASKS (This is
not an all-inclusive list of all job duties that may be required;
employees will be required to perform other related duties as
assigned. List in order of importance)
- Performs supervisory functions; interviews applicants;
completes employee performance appraisals; assigns and monitors
workloads for the service desk team members; schedules staff to
ensure the service desk maintains 24/7 operation.
- Identifies, isolates, and resolve problems with information
system products and services affecting customers.
- Provides operational goals and priorities, and monitors
performances against defined metrics.
- Develops or refines processes to support continuous service
improvement.
- Maintains a dynamic knowledge base of practical and technical
solutions to ensure that the organization's IT infrastructure is as
efficient and productive as possible.
- Provides development, training, coaching, and annual
performance reviews of Service Desk Analysts.
- Acts as a technical support liaison on crucial projects;
participates as an escalation point for complex technology issues
as assigned by the Commander/Supervisor.
- Collaborates with external agency IT personnel to support
customers with required access to non-MCSO LE systems and
accounts.
- Works with the Desktop Support team and other Technology Bureau
Support personnel and service desk software in order to prioritize
and manage support calls.
- Engages with sworn and detention administrators of LE
applications and systems to support daily LE operations and
maintain account security.
- Recommends policy changes; develops or maintains NOC
documentation as needed.
- Trains users in utilization of LE systems and equipment;
provides end-users with technical solutions.
- Assists in system disaster recovery activities.
- Acts as Division Commander as needed.
- Represents the department at meetings.
- Interacts with user community on a daily basis and applies
exceptional service levels.
- Participates in special projects/duties as assigned by command
staff.
- Is present at work site to perform tasks as scheduled or
assigned by the Commander. Knowledge, skills, and abilities:
Knowledge of:
- Computer operations procedures, operating systems and platforms
(Windows 10) - expert level
- Expert level of software, such as MS Office 365, IT Asset
Management Tools (e.g., Ivanti/LANDesk, NetSuite), Desktop Imaging
Tools, Service Desk Ticket Management Systems (e.g., Service
Manager, Remedy, HEAT, VMWare, Symantec).
- Hardware, including motherboards, CPU's, DVD/CD RW's, and
printers.
- Computer operating procedures, server and workstation operating
systems and platforms; current techniques/capabilities of local and
wide area networks. Skill in:
- Providing quantitative and statistical analysis, metrics
gathering, and presentations.
- Identifying potential service level problems and performing
root cause analysis.
- Comprehending and communicating technical information both
verbally and in writing to other members of the organization and
other agencies as needed. Ability to:
- Apply strong interpersonal skills to interactions with
internal/external customers and vendors.
- Provide high level of technical expertise and work under
limited supervision on multiple complex, analytical, technical, and
administrative tasks.
- Effectively manage people and organize projects.
- Adapt to providing support for a wide range of software across
many business lines, learn quickly, and be a self-starter. Working
conditions: Work occurs primarily indoors. Tasksrequire long
periods of sitting as well as managinginterruptions, time
pressures, and high work volumes. Position requires the ability to
work on-call schedule to perform functions during non-business
hours, weekends, and holidays. Interaction with all levels of
internal and external customers occurs which entails ethical
conduct and a professional demeanor. The following environments
described are only representative of how the essential job tasks
are currently performed or envisioned. As such, in order to
accommodate a disability or limitation, the essential job tasks may
be performed in ways other than described on these pages. Work
Environment:
- Indoors
- Conditions may rarely include outdoors, temperatures above 90
degrees, chemicals/fumes, stairs or ladders, high noise level, dim
lighting Physical Environment:
- Sitting, standing, walking
- Driving a vehicle
- Speaking, hearing, seeing, reading
- Distinguishing colors
- Bending/kneeling, reaching, twisting
- Climbing, crawling, crouching, balancing
- Precise dexterity
- Lifting floor to waist fifty (50) pounds
- Lifting waist to shoulder twenty-five (25) pounds
- Lifting shoulder to overhead twenty-five (25) pounds
- Carrying a weight of fifty (50) pounds for a distance of 200
feet
- Pushing/pulling a weight of 100 pounds for a distance of 200
feet Social Environment:
- Interruptions
- Time pressures
- High volume of work
- Handling multiple or complicated tasks
- Accuracy
- Decision making
- Teamwork
- Working in close physical proximity with others
- Conditions frequently include unscheduled tasks, frequently
changing tasks, concentration/vigilance, overtime/rotating
shifts
- Conditions may rarely include emergencies, public contact
SELECTION PROCEDURE: The Maricopa County Human Resources Department
reserves the right to admit to the selection process only those
candidates considered to be the most highly qualified. Those
selected will be assessed based on the evaluation of listed
education and experience. The hiring authority will interview and
select the successful candidate from a list provided by Human
Resources.
All offers of employment made to new hires and rehires at Maricopa
County are contingent upon successful completion of a post-offer,
pre-employment thorough background investigation. A background
investigation is conducted on a current employee who changes to a
Safety Sensitive Position or one having the potential for serious
adverse impact on the integrity or efficiency of the County. These
requirements do not pertain to employees of elected officials who
undergo background investigation processes administered through
their respective offices.
Typically, successful candidates are hired at a salary rate up to
the midpoint of the range, based on relevant experience, internal
equity, and budgetary allowances. Maricopa County is an EEO/ADA
Reasonable Accommodation Employer. Selection Procedure
- Only the most qualified candidates will be considered
- Consideration will only be given to candidates who submit
online applications
- Candidates will be contacted primarily through email and their
Workday online application profile
- Must pass a pre-employment background and/or fingerprint
investigation as required by statute or policy, including drug and
alcohol testing requirements for positions designated as
safety-sensitive Maricopa County is an equal opportunity employer.
Apply Now!
Keywords: Maricopa County, Sun City West , IT Customer Service Desk Supervisor, Hospitality & Tourism , Phoenix, Arizona
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