NEW Information Technology Supervisor
Bachelor’s Degree in Information Systems, Computer Science, Business Administration or closely related field; AND Five (5) years of progressively responsible technical support experience, including supervisory or lead responsibilities; OR An equivalent combination of education and experience.
The Information Technology Supervisor – Helpdesk oversees the City’s in-house technical support team and contracted helpdesk services. This hands-on leadership role combines staff management, service delivery, and direct technical troubleshooting to ensure employees receive timely, consistent, and effective support. The supervisor manages daily helpdesk operations, sets service expectations, monitors performance, coordinates escalations, and supports cross-team collaboration across networking, systems, cybersecurity, and application support.
Essential Functions
The Information Technology Supervisor – Helpdesk may perform some or all the following duties, including additional duties as assigned.
- Support development and implementation of Technology Services goals, policies, and standards.
- Supervise helpdesk staff, including hiring, onboarding, work assignments, and daily oversight.
- Manage performance through coaching, training, evaluations, and corrective action.
- Prioritize and coordinate technical support activities for efficient and timely service.
- Oversee daily service desk operations, including incidents, requests, walkups, phone, and remote support.
- Monitor service levels, ticket response and resolution times, customer satisfaction, and performance metrics.
- Review tickets for accuracy, documentation quality, prioritization, and compliance with procedures.
- Ensure issues are properly resolved or escalated to internal teams or vendors.
- Maintain procedures, troubleshooting guides, and knowledgebase content.
- Identify recurring issues and collaborate with technical teams on root cause resolution.
- Provide hands-on support for complex hardware, software, connectivity, and account access issues.
- Support user account administration, Microsoft 365, Active Directory, identity management, and endpoint tools.
- Coordinate provisioning, deployment, replacement, and lifecycle management of end user devices.
- Manage onboarding and offboarding workflows, including accounts and equipment.
- Assist with support during outages, cybersecurity incidents, deployments, upgrades, and emergency operations.
- Communicate clearly with users, providing updates, timelines, and explanations.
- Partner with departments to assess needs, address service gaps, and improve workflows.
- Lead service quality and process improvement initiatives.
- Coordinate vendor activities and ensure service commitments are met.
- Prepare reports, performance summaries, and staffing or service recommendations.
- Support project planning, testing, deployment, training, and postimplementation activities.
- Perform other related duties as assigned.
The City of Independence is an Equal Opportunity Employer, and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The City of Independence is a background screening, drug-free workplace.
The City of Independence provides reasonable accommodations to qualified individuals with disabilities. If you would like to request a reasonable accommodation in order to apply for a job, please submit your request to humanresources-coi@indepmo.org.