Customer Support Supervisor

Job Description

Provides technical advice and assistance to assigned County offices through the planning, installation and use of networked computers on a Local Area Network or Wide Area Network. Installs and integrates automated systems with partner agencies.

• Manages the scheduling, utilization and prioritization of IT resources to provide an overall optimal level of hardware/software services to departments and agencies.

• Provides technical expertise and support of complex critical hardware/software, networks, and countywide and departmental applications.

• Conducts research and development of new products to improve the countywide technology environment.

• Assists in implementation, configuration, coordination, control, maintenance, troubleshooting, security, usage monitoring, anti-virus protection and patch management of specialized procedures in accordance to the County Strategic IT Plan.

• Recommends technical solutions and documents policies and procedures.

• Works in conjunction with project managers on IT and departmental projects in accordance to the County Strategic IT Plan and Project Portfolio Management Office (PPMO) guidelines.

• Performs services including modification of user profiles, password changes and group policies.

• Evaluates performance of subordinates and identifies strengths/weaknesses, provides employee development guidance and motivation.

• Performs all other related duties involved in the operation of the IT Department as assigned or required.

• Bachelor's degree and/or equivalent experience.

• Three (3) years of computer troubleshooting experience.

• Two (2) years of supervisory experience in information technology preferred but not required as well as experience or training in systems analysis and design.

• Ability to work independently or as part of a team.

• Advanced oral/written communications skills as well as strong analytical and organization skills. Ability to solve problems accurately, completely, and quickly if necessary.

• Ability to coordinate various activities simultaneously, make decisions and work without direct supervision, participate in and/or manage multiple projects concurrently without loss of quality on any project.

• Demonstrated supervisory skills within an enterprise network organization.

• Driving may be required.

• Must have a valid and current driver license.

While performing the duties of this position, the incumbent is regularly required to bend, carry, climb stairs, grasp/squeeze, use hand tools, hear, keyboard, kneel, lift below the waist, lift between waist and shoulder, lift overhead, lift to the side/twisting, use material handling equipment, be exposed to outside hot and cold temperatures, pull, push, reach, reach overhead, perform repetitive tasks, see color, sit, stand, talk, use his/her hands, drive a vehicle, walk, and work alone and with others.