Help Desk Supervisor

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