A Technical Support Manager or Supervisor manages the work of technical support staff for a company or retail electronics store. Coordinates and supervises technical support operations or technical support services to customers. May train technical staff and help to resolve customer issues.
Demonstrates regular and predictable attendance. Promotes and maintains positive and effective working relationships within County offices/departments as well as the general public. Supervise Helpdesk staff including scheduling, training, mentoring, and performance management. Monitor Helpdesk ticketing system to ensure requests are prioritized, tracked, and resolved within established SLAs. Serve as the primary escalation point for complex technical or customer service issues. Ensure Helpdesk procedures and documentation are accurate, current, and aligned with IT security/compliance standards. Conduct regular quality checks to confirm tickets are being resolved with professionalism, accuracy, and in compliance with data handling policies. Assist in developing and implementing Helpdesk performance metrics and reporting to IT leadership. Monitor outstanding escalated tickets that may cause delays or issues and follow up with the responsible IT teams to ensure timely resolution. Support IT projects by ensuring Helpdesk team readiness, training, and communication to end users. Maintain an emphasis on customer service, communication, and continuous improvement. Contribute to disaster recovery and incident response readiness by ensuring Helpdesk team awareness of procedures.
SUPERVISORY RESPONSIBILITIES
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Helpdesk Technicians Brief Description:
The Helpdesk Supervisor oversees daily IT Helpdesk operations, ensuring timely and effective support for end users. This role manages Helpdesk staff, monitors ticket resolution, and serves as an escalation point for complex issues. The supervisor enforces IT policies, promotes customer service excellence, and ensures support activities align with organizational security and compliance requirements.
Job Prerequisites:
Minimum Qualifications:
Associate degree in Information Technology or related field; and three or more years of IT support/helpdesk experience, including at least one year in a supervisory or lead role; or equivalent combination of education and experience. Additional Qualifications (Agency/Dept. Qualifications): Valid driver's license. Technical leadership. Customer service focus. Analytical problem solver. Advanced technical troubleshooting. Strong knowledge of Windows environments, Microsoft 365, Active Directory, networking (TCP / IP, DNS, DHCP), VoIP systems, printers and endpoint hardware.
Application Procedure:
Submit completed application, resume and cover letter to the Licking County Human Resources Department, 20 South Second Street, 3 rd Floor, Newark, Ohio 43055. Applications can be obtained in person in the Human Resources Department between 8:00 a.m. and 4:30 p.m. daily or printed from the web site at www.lickingcounty.gov . Applications can also be e-mailed to lchr-careers@lickingcounty.gov or faxed to 740-670-5138. Successful candidates will be subject to Licking County's pre-employment drug screen and background check.
