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IT Service Desk Supervisor
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South Florida Water Management District
West Palm Beach, FL (In Person)
Full-Time
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Job Description
IT Service Desk Supervisor South Florida Water Management District - 3.5 West Palm Beach, FL Job Details 1 day ago Qualifications Endpoint Security Managing technical support teams Customer communication Staff supervision Network troubleshooting Microsoft Outlook Smartphone (troubleshooting support) Team supervision IT user and group management GPO Managing teams in a customer support role Tooling iOS De-escalation techniques Conflict de-escalation Windows Android Driver's License Productivity software support Desktop (troubleshooting support) Microsoft Teams MFA macOS Identity and access management (IAM) solutions Desktop administration Associate's degree Hardware diagnostics Ticketing system technical support Full Job Description IT Service Desk Supervisor West PalmBeach Administrative Headquarters (B2) 4619BR Job Description The South Florida Water Management District is seeking an IT Service Desk Supervisor overseeing a team of three technical support professionals responsible for delivering highquality enduser support across approximately 1,500 employees and 2,000 endpoints. This includes managing and supporting a diverse environment of Windows, macOS, iOS, Android, and hundreds of enterprise/business applications. This role is both handson technical and supervisory. The Supervisor serves as the team's Subject Matter Expert (SME) for IT Solutions Center, provides advanced troubleshooting guidance, drives continuous improvement initiatives, and ensures exceptional service delivery. A strong customerservice mindset and excellent interpersonal skills are essential. The Supervisor must demonstrate the ability to work effectively with staff of diverse personalities and skill levels. This role requires maintaining a calm, professional temperament during highstress or emotionally charged situations while modeling steady, confident leadership. The Supervisor must also be skilled in deescalation techniques and capable of diffusing difficult interactions in a way that supports collaboration, respect, and consistent, fair outcomes. Key Responsibilities Supervisory & Administrative Duties Lead, mentor, and develop a team of three technical support staff. Perform regular coaching, performance evaluations, workload balancing, and skillgap assessments. Ensure timely response to incidents, service requests, and project tasks. Manage team schedules, priorities, ticket queues, and oncall rotations. Implement and enforce standard operating procedures, knowledge documentation, and servicedelivery standards. Participate in hiring, onboarding, training, and career development for support staff. Technical Leadership & Support Serve as the technical SME for endpoint systems, enterprise applications, security, mobile devices, and Microsoft technologies. Provide Tier II/III troubleshooting for escalated incidents involving Windows OS, Microsoft 365, Active Directory, identity/access issues, hardware failures, printing, VPN, MFA, and network connectivity. Ensure procedures align with IT security best practices and organizational compliance requirements. Collaborate closely with IT Infrastructure, Security, Applications, and Service Management teams. Service Management & Process Improvement Oversee and improve workflows using ServiceNow, ensuring accurate ticket classification, escalation, SLA adherence, and reporting. Analyze ticket trends and identify recurring issues to drive proactive remediation. Recommend and implement improvements to tools, technologies, and enduser support processes. Support asset tracking, software licensing, hardware inventory, and refresh planning. Required Technical Skills Strong expertise in Windows 11, Microsoft 365, Teams, OneDrive, Outlook, and related productivity applications. Familiarity with macOS, iOS, and Android device support. Proficiency with Active Directory, Identity & Access Management, MFA, group policy, and account lifecycle tasks.