Supervisor Service Desk Support

MLGW is an equal opportunity employer and does not discriminate because of race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, protected veteran status, or any other status protected by law. No information obtained in this application is intended to be used for such discrimination.

Provides leadership, direction, and training to the Service Desk Support and Computer Operations teams regarding all levels of contact within the organization. This role involves leading incident management tracking, trending, and ensuring adherence to established service level agreements. Responsible for maintaining staffing levels, which includes staff selection, scheduling, and

formal performance evaluation. Manages hardware inventories to organize, label, and provide asset tracking for various computers and peripherals, and oversees the process for communicating outage/emergency activities to the organization.

ESSENTIAL FUNCTIONS: Requires a deep understanding of desktop hardware, software, and peripherals. Manage and provide direction for the technology team in support of business operations. Plan, coordinate, direct, and design all operational activities of the assigned areas. Evaluate and recommend technology that meets business requirements and aligns with the

technology roadmap and overall strategy. Coordinate and provide assistance/consultation to other departments and external customers and agencies. Monitor performance objectives, review and approve reports, recommendations, expenditures, and other pertinent documents; prepare and monitor area budgets and contracts. Research and analyze documentation and technical specifications of new technology under deployment or consideration. Make presentations to the

Board of Commissioners and other interested groups. Serve on various internal/external committees and teams to improve business processes and execute strategic initiatives. Stay abreast of Division policies and procedures and up-to-date developments in information technology and system fields. Perform other

duties as assigned.

Must have a valid driver's license from state of residence.

Certification in project management and/or other technical certifications is preferred.

Bachelor's degree in Computer Science, Information Technology, Mathematics,

Business, Engineering or related Information Systems disciplines, with a minimum of 12 semester hours of accredited programming/computer related courses.

Must have 4 years of professional related experience in one or more of the recognized information technology functions (networks, databases, servers/pc - physical and virtual) including 2 years of leadership experience.

Must successfully complete NIMS training within one year of entering the job. Must participate in the Supervisor Assessment Center within 3 months from date of hire. In-depth knowledge of infrastructure (networks, databases, servers, PCs) and technical systems is essential, along with the ability to communicate technical information to non-technical audiences and manage multiple projects. Understanding system development lifecycle methodologies, executing policies,

building partnerships, and developing strategic roadmaps are also required.

PHYSICAL DEMANDS: The work is primarily conducted in an office under good conditions. Occasional visits to job sites and various other work locations may be required.

THIS LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY.