City of Tampa

This is highly responsible supervisory and technical work supervising an information technology help desk.

An employee in this class supervises help desk staff for the City and is responsible for coordinating the delivery of information technology services and technical infrastructure changes. Under general supervision, responsibilities include assigning, supervising, reviewing, and participating in help desk support functions and defining appropriate technical support processes. Tasks are of more than average difficulty and include such activities as training help desk analysts, evaluating employee performance, and developing work schedules to maintain a 24 hour a day/7 day a week help desk. The exercise of considerable initiative and independent judgment is required in supervising work activities, managing external support contractors, managing the departmental Change Control activities, and reporting relevant performance statistics. Work is reviewed while in progress and upon completion through observation, conferences, reports submitted, and results obtained.

Reviews problem reports and service requests to ensure incidents are appropriately escalated, addressed, and closed; follows up with 2nd or 3rd level staff to improve working relationships and communication processes; prepares for new applications and technology initiatives to provide a smooth transition onto the help desk; keeps support groups and management informed of help desk developments; drafts service level agreements with departments and monitors performance related to these agreements; develops and administers customer satisfaction surveys; prepares action plans to improve poor customer satisfaction survey results; manages proactive customer outreach programs with department liaisons and other user groups; functions as pivot point for Change Control processes and procedures.

Supervises help desk staff; continuously evaluates and improves service; performs a Help Desk Analyst role during staff shortages; directs staff activities involving preliminary efforts to fix technical problems presented by users; supervises staff activities in logging and tracking hardware maintenance service requests, maintaining user profiles and asset management information, and providing basic information for customers; designs technology training programs for City staff and reviews the quality of training provided by external suppliers.

Maintains help desk coverage through the use of in-house and external staff; assigns and schedules subordinates’ work; prepares training plans; instructs, motivates, develops, and evaluates staff; recommends employment, administers employee performance appraisals, leave, grievance, and discipline processes; serves as liaison between operations/help desk analysts and other T&I teams, City computer users, and vendors; discusses problems with subordinates, supervisor, and related teams to identify solutions or new procedures.

Oversees development and update of documentation of processes, procedures, and standards on help desk intranet site, within the help desk software, or other presentation formats; manages, installs, and supports help desk tracking and problem triage software with assistance from other T&I technical support groups; makes presentations regarding T&I services to various customer and external groups; monitors various system and network devices to assess system availability.

Performs related work as required.

Extensive knowledge of: best practices for help desk and service center processes and procedures; building good customer relationships.

Considerable knowledge of: standard help desk troubleshooting techniques; good customer service processes; operational relationships between the City’s computer systems and other entities.

Working knowledge of: effective supervisory and technical documentation techniques; technology components and interdependencies; desktop software.

Ability to: plan, assign, and schedule work of employees and external service providers; analyze complex computer and customer related problems; establish and maintain effective working relationships with others; explain moderately complex ideas and problems; talk clients through solutions to computer problems over the phone.

Skill in: diagnosing, documenting and explaining employee performance deficiencies and development needs; negotiating and resolving problems; effective communication; organizational techniques.

Graduation from an accredited college or university with a bachelor’s degree in computer science, business, public administration or a related field and one (1) year of experience in a management information systems help desk service center operation providing information technology and technical infrastructure assistance to users including six (6) month supervisory experience; or an equivalent combination of training and experience.

Possession of a valid drivers license may be required.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.