TopUSAJobs.com
This listing was posted on TopUSAJobs.
IT Customer Service Desk Supervisor
Location:
Phoenix, AZ
Description:
Posting Date 04/19/24 Application Deadline 04/26/24 Pay Range Min - 1st Quartile - Mid - Max $74,000.00 - $85,755.20 - $97,510.40 - $121,000.00 Job Type Unclassified Department Sheriff About the Position Are you looking for the opportunity to utilize your Technical Expertise to solve challenging and complex processes and projects? Join our IT team at Maricopa County Sheriff's Office. The IT Customer Service Desk Supervisor oversees and coordinates the daily operational activities of the Service Desk Support team in order to maintain 24/7 operations and ensure customer service requests and inquiries are fully addressed in a timely manner. This position is responsible for all activities relating to the delivery of first and second level customer service support for a wide range of technologies including desktop hardware, software, client applications, and licensing. The role requires extensive knowledge of ITIL standards and practices, implementing as appropriate to the needs and priorities of the MCSO organization. About the Maricopa County Sheriff's Office: Do you possess integrity, strong interpersonal skills, and do you have a desire to serve your community? The Maricopa County Sheriff's Office (MCSO) invites you to become part of Arizona's leading law enforcement agency. We are seeking passionate individuals to join our team with a variety of openings for Civilian, Detention and Sworn personnel. We come together as a team to support and provide public safety. We are OneMCSO - become one with us! Compensation is more than a salary with MCSO: Growth and stability since 1871 Choice of three medical plans - starting as low as $70/month Holidays - 10/year + 1 personal day Enrollment in Arizona State Retirement System Paid sick and parental leaves (birth/adoption) 10% discount at KinderCare facilities in the Valley and upcoming to serve County employees and their families exclusively MCSO Mentoring program to provide personal and professional growth opportunities for all employees. Access to free County gyms Learn more at POSITION QUALIFICATIONS Education Bachelor's Degree in Computer Science, Information Technology, Business Management/Administration, or a related field Experience Five (5) years of experience in IT Service desk, desktop support, applications support or related, similar support OR Combined education and experience qualifications Other combinations of education or experience may substitute for the minimum qualifications on a year for year basis. Preferred education and/or experience: Lead or supervisory experience; five (5) years of related work experience within a large scale, highly technical work environment which includes three (3) years in a management or supervisory capacity; experience working in a law enforcement environment. Preferred training, certifications and/or other special requirements: Formal ITIL education and certification, experience with scripting and batch file creation; MS Windows 2008R2/2012R2/2016 Server administration and Active Directory; Group Policy Scripting. Other requirements Must possess a valid Arizona driver's license or have the ability to obtain by the time of hire. Training that may be provided on-the-job: FEMA NIMS - IS100 and 700; Safety; Payroll; PREA. Prior to hiring, the Sheriff's Office requires that all candidates pass a background review. ESSENTIAL JOB TASKS (This is not an all-inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned. List in order of importance) Performs supervisory functions; interviews applicants; completes employee performance appraisals; assigns and monitors workloads for the service desk team members; schedules staff to ensure the service desk maintains 24/7 operation. Identifies, isolates, and resolve problems with information system products and services affecting customers. Provides operational goals and priorities, and monitors performances against defined metrics. Develops or refines processes to support continuous service improvement. Maintains a dynamic knowledge base of practical and technical solutions to ensure that the organization's IT infrastructure is as efficient and productive as possible. Provides development, training, coaching, and annual performance reviews of Service Desk Analysts. Acts as a technical support liaison on crucial projects; participates as an escalation point for complex technology issues as assigned by the Commander/Supervisor. Collaborates with external agency IT personnel to support customers with required access to non-MCSO LE systems and accounts. Works with the Desktop Support team and other Technology Bureau Support personnel and service desk software in order to prioritize and manage support calls. Engages with sworn and detention administrators of LE applications and systems to support daily LE operations and maintain account security. Recommends policy changes; develops or maintains NOC documentation as needed. Trains users in utilization of LE systems and equipment; provides end-users with technical solutions. Assists in system disaster recovery activities. Acts as Division Commander as needed. Represents the department at meetings. Interacts with user community on a daily basis and applies exceptional service levels. Participates in special projects/duties as assigned by command staff. Is present at work site to perform tasks as scheduled or assigned by the Commander. Knowledge, skills, and abilities: Knowledge of: Computer operations procedures, operating systems and platforms (Windows 10) - expert level Expert level of software, such as MS Office 365, IT Asset Management Tools (e.g., Ivanti/LANDesk, NetSuite), Desktop Imaging Tools, Service Desk Ticket Management Systems (e.g., Service Manager, Remedy, HEAT, VMWare, Symantec). Hardware, including motherboards, CPU's, DVD/CD RW's, and printers. Computer operating procedures, server and workstation operating systems and platforms; current techniques/capabilities of local and wide area networks. Skill in: Providing quantitative and statistical analysis, metrics gathering, and presentations. Identifying potential service level problems and performing root cause analysis. Comprehending and communicating technical information both verbally and in writing to other members of the organization and other agencies as needed. Ability to: Apply strong interpersonal skills to interactions with internal/external customers and vendors. Provide high level of technical expertise and work under limited supervision on multiple complex, analytical, technical, and administrative tasks. Effectively manage people and organize projects. Adapt to providing support for a wide range of software across many business lines, learn quickly, and be a self-starter. Working conditions: Work occurs primarily indoors. Tasksrequire long periods of sitting as well as managinginterruptions, time pressures, and high work volumes. Position requires the ability to work on-call schedule to perform functions during non-business hours, weekends, and holidays. Interaction with all levels of internal and external customers occurs which entails ethical conduct and a professional demeanor. The following environments described are only representative of how the essential job tasks are currently performed or envisioned. As such, in order to accommodate a disability or limitation, the essential job tasks may be performed in ways other than described on these pages. Work Environment: Indoors Conditions may rarely include outdoors, temperatures above 90 degrees, chemicals/fumes, stairs or ladders, high noise level, dim lighting Physical Environment: Sitting, standing, walking Driving a vehicle Speaking, hearing, seeing, reading Distinguishing colors Bending/kneeling, reaching, twisting Climbing, crawling, crouching, balancing Precise dexterity Lifting floor to waist fifty (50) pounds Lifting waist to shoulder twenty-five (25) pounds Lifting shoulder to overhead twenty-five (25) pounds Carrying a weight of fifty (50) pounds for a distance of 200 feet Pushing/pulling a weight of 100 pounds for a distance of 200 feet Social Environment: Interruptions Time pressures High volume of work Handling multiple or complicated tasks Accuracy Decision making Teamwork Working in close physical proximity with others Conditions frequently include unscheduled tasks, frequently changing tasks, concentration/vigilance, overtime/rotating shifts Conditions may rarely include emergencies, public contact SELECTION PROCEDURE: The Maricopa County Human Resources Department reserves the right to admit to the selection process only those candidates considered to be the most highly qualified. Those selected will be assessed based on the evaluation of listed education and experience. The hiring authority will interview and select the successful candidate from a list provided by Human Resources. All offers of employment made to new hires and rehires at Maricopa County are contingent upon successful completion of a post-offer, pre-employment thorough background investigation. A background investigation is conducted on a current employee who changes to a Safety Sensitive Position or one having the potential for serious adverse impact on the integrity or efficiency of the County. These requirements do not pertain to employees of elected officials who undergo background investigation processes administered through their respective offices. Typically, successful candidates are hired at a salary rate up to the midpoint of the range, based on relevant experience, internal equity, and budgetary allowances. Maricopa County is an EEO/ADA Reasonable Accommodation Employer. Selection Procedure Only the most qualified candidates will be considered Consideration will only be given to candidates who submit online applications Candidates will be contacted primarily through email and their Workday online application profile Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy, including drug and alcohol testing requirements for positions designated as safety-sensitive Maricopa County is an equal opportunity employer. Apply Now!
Company:
Maricopa County
Posted:
April 22 on TopUSAJobs
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to TopUSAJobs
Important Safety Tips
- Always meet the employer in person.
- Avoid sharing sensitive personal and financial information.
- Avoid employment offers that require a deposit or investment.
To learn more, visit the Safety Center or click here to report this listing.
More About this Listing: IT Customer Service Desk Supervisor
IT Customer Service Desk Supervisor is a Customer Service Customer Service Representative Job at Maricopa County located in Phoenix AZ. Find other listings like IT Customer Service Desk Supervisor by searching Oodle for Customer Service Customer Service Representative Jobs.
IT Customer Service Desk Supervisor is a Customer Service Customer Service Representative Job at Maricopa County located in Phoenix AZ. Find other listings like IT Customer Service Desk Supervisor by searching Oodle for Customer Service Customer Service Representative Jobs.