IT Customer Support Supervisor en City of Lynchburg, VA

About the Department

Seeking an IT Customer Support Supervisor to perform supervisory and administrative duties for the support of technology services to all customers and users of the City's Information Technology services. Supervises the delivery of end-user technology support and PC management. Manages customer relationships. Assists with technology standards development and technology support process development and implementation.

Position Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Supervises all aspects of end-user desktop and mobile data device support, including Personal Computers (PCs), tablets, and other mobile data devices for all City departments. 
• Maintains City technology standards for PCs, mobile data devices, and related hardware and software technologies. 
• Responsible for the Information Technology Service Management processes related to end-user support, including the Service Request, Incident Management, and Asset Management processes, as well as the ongoing support of the process flow definitions and the operational metrics and performance for each process. 
• Supervises the daily operation of the IT Service Desk and Desktop Support Team.
• Must have knowledge of and understanding of Office 365 administration.
• Configuring and maintaining mailboxes, including email forwarding, shared mailboxes, and email security settings to ensure secure and efficient email communication.
• Monitoring and troubleshooting email and other Office 365 services.
• Responsible for the management of the inventory of all supported end-user assets and devices, including maintenance of the Configuration Management Database for these configuration items. 
• Supervises installation of PCs and other end-user technology devices for all departments. 
• Provides project management to complex projects affecting the delivery of network services to end-users.
• Makes sure that that Helpdesk and Desktop team ticket are updated and closed in timely fashion according to IT metrics. 
• Manages vendor relationships related to end-user devices and service level management. 
• Works as a team leader with other technical staff to ensure initiatives are being carried out, and accountable for the quality, effectiveness and timeliness of assigned projects. 
• Evaluates the performance of staff and directs the professional development and training of staff.

SUPERVISORY RESPONSIBILITIES
Directly supervises staff involved in customer service and delivery of network services. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Qualifications

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
Bachelor's degree from four-year college or university; at least five years of experience in information technology-related field; or equivalent combination of education and experience.

Other Qualifications

CERTIFICATES, LICENSES, REGISTRATIONS
CompTIA A+, CompTIA Security+ preferred
Microsoft 365 Fundamentals - must be willing to get within the first year.
Microsoft 365 Messaging Administrator Associate - must be willing to get within the first year.

Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment.  May also be required to complete higher levels of NIMS training as determined appropriate for the position.

Possession of valid driver's license issued by the Commonwealth of Virginia and acceptable driving record according to City criteria. (View Criteria)

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