Computer Security, Continuous Improvement, Customer Support/Service, Disaster Recovery, Documentation, Establish Priorities, Help Desk, IT Service Management (ITSM), Incident Response, Mentoring, People Management, Performance Analysis, Performance Management, Performance Metrics, Regulatory Compliance, Service Level Agreement (SLA), Technical Leadership, Technical Support, Time Management
Duties:
- Demonstrates regular and predictable attendance.
- Promotes and maintains positive and effective working relationships within County offices/departments as well as the general public.
- Supervise Helpdesk staff including scheduling, training, mentoring, and performance management.
- Monitor Helpdesk ticketing system to ensure requests are prioritized, tracked, and resolved within established SLAs.
- Serve as the primary escalation point for complex technical or customer service issues.
- Ensure Helpdesk procedures and documentation are accurate, current, and aligned with IT security/compliance standards.
- Conduct regular quality checks to confirm tickets are being resolved with professionalism, accuracy, and in compliance with data handling policies.
- Assist in developing and implementing Helpdesk performance metrics and reporting to IT leadership.
- Monitor outstanding escalated tickets that may cause delays or issues and follow up with the responsible IT teams to ensure timely resolution.
- Support IT projects by ensuring Helpdesk team readiness, training, and communication to end users.
- Maintain an emphasis on customer service, communication, and continuous improvement.
- Contribute to disaster recovery and incident response readiness by ensuring Helpdesk team awareness of procedures.
SUPERVISORY RESPONSIBILITIES -Helpdesk Technicians