Service Support Supervisor

Are you ready to walk through the door of opportunity? If you are seeking a rewarding career in a fast-paced work environment, career progression and the chance to learn from the best, then we want you The City of Savannah Innovation + Technology Services Department is seeking a highly qualified, customer focused Support Service Supervisor to join our team. This position is responsible for supervising and coordinating the efficient and effective operations of Support Services, including work direction and supervision of all Service support technicians.

We offer great pay, excellent benefits to include medical, dental, and vision plans, life insurance, employee/spouse/child supplemental life insurance, short-term disability, tuition reimbursement, wellness programs, deferred compensation plan (457 B), pension plan, flexible spending account, home purchase assistance and 12 paid holidays.

If you are ready to take the next step, click the apply button to submit your application today

• Supervise and lead a team of Support staff, providing guidance, training, and support to ensure high performance and professional development.
• Lead assigned IT projects, ensuring they are completed on time, within scope, and within budget. Assist with defining project requirements, develop project plans, and monitor project progress.
• Oversee the handling of incidents and service request tickets, ensuring they are logged, prioritized, and addressed per SLA requirements. Escalate as necessary to ensure prompt resolution and customer satisfaction. Assists with managing the IT Service Desk service catalog. Maintain accurate and up-to-date documentation of service desk procedures and knowledge base articles.
• Assist with IT problem management processes to identify, analyze, and resolve recurring issues. Work with other IT teams to prevent future incidents and improve overall service quality.
• Managing endpoint lifecycle to include security compliancy and configuration to ensure all endpoint devices meet standards for accessing ITS-supported applications, printing documentation, and performing background functions like domain policy, authentications, and security updates.
• Assist with IT asset management activities, including inventory, aging, on-hand stock, and proper disposal of electronic waste. Coordinates activities of vendors and staff to procure, install, and configure these devices.
• Assist with the rollout, troubleshooting, repair, and compliance adherence of desktops, laptops, tablets, mobile devices. Plans, coordinates, and organizes the replacement schedule for desktop devices and desktop software upgrades.
• Assist with testing and installing packaged and in-house developed software, software rollouts, software updates, escalating software issues, and with vulnerability management.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the service desk meets or exceeds targets. Generate regular reports on service desk performance and provide Service Desk & Support Manager reports on Support Services operations and issues, including recommendations for areas of service or technology improvements.
• Identify areas for improvement in service desk operations and assist with implementing best practices to enhance efficiency and customer satisfaction. Proactively identify process improvement opportunities, including end-user training tools and documentation.
• Ensure a high level of customer service is provided to all team members. Address and resolve escalated issues and complaints.
• Work closely with other IT teams to ensure seamless support and coordination of IT services. Participate in cross-functional projects and initiatives as needed.
• Oversee employee onboarding and offboarding activities and assist with maintaining related procedures.
• Serve as a primary point of contact for City leadership requests, ensuring their IT needs are met promptly and efficiently. Will require travel for in-person calls and meetings.
• Participate in an on-call rotation to provide after-hours support and ensure continuous IT service availability. Be available to work after hours as needed to support IT operations and address urgent issues.
• Perform other duties as assigned to support the IT department and organizational goals.

Bachelor degree in Computer Science, or Business Administration; with two years of increasingly responsible experience in Information Systems or Data Processing, two years of supervisory experience preferred; or any equivalent combination of education, training, and experience.

A valid driver's license is required.

Knowledge, Skills & Abilities

• Knowledge of information systems and technology, including the principles used in troubleshooting and supporting information systems and technology.
• Knowledge of information technology standards, trends, management, and security principles.
• Knowledge of networking protocols, infrastructure, and behavior.
• Knowledge of accounting, purchasing, and budgeting policies and procedures.
• Skill in oral and written communication.
• Skill in the management of professional personnel.
• Skill in researching new technologies and evaluating new systems (i.e. desktops, phones, peripherals, and mobile)
• Ability to identify current and potential problems, evaluate alternatives, implement positive solutions, and follow-up to ensure system performance.
• Ability to explain complex technical concepts clearly and concisely.

Minimum Standards

• SUPERVISORY CONTROLS: The Service Desk & Support Manager assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the results.
• GUIDELINES: Guidelines include city policies, department standard operating practices, and manufacturers' instructions. These guidelines require judgment, selection, and interpretation in application.
• COMPLEXITY: The work consists of varied supervisory duties. Frequent changes in technology contribute to the complexity of the position.
• SCOPE AND EFFECT: The purpose of this position is to supervise the department's help desk and desktop (desktops, phones, peripherals, and mobile) support functions. Successful performance in this position contributes to the increased productivity and efficiency of city personnel.
• PERSONAL CONTACTS: Contacts are typically with City leadership, co-workers, other city employees, and vendors.
• PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, motivate personnel, provide services, resolve problems, justify decisions, and negotiate and settle matters.
• PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, stooping, bending, crouching, or walking.
• WORK ENVIRONMENT: The work is typically performed in an office.
• SUPERVISORY AND MANAGEMENT RESPONSIBILITY: This position has direct supervision over Service support technicians.