IT Service Operations Supervisor

Rock County WI
US - Wisconsin - Wisconsin Rapids
November 16, 2024

Salary: $97,177. 00 - $105,976. 00 Annually

Location : Information Technology, WI

Job Type: Full Time

Job Number: RC-0804717

Department: Information Technology

Opening Date: 11/14/2024

Closing Date: 12/6/2024 5:00 PM Central

Position Summary and Job Duties

The IT Service Operations Supervisor is responsible for the delivery of excellent customer service through management of the IT Service Desk / Deskside Support staff and activities comprising of end-user technology support, systems monitoring, and incident/event response. Responsible for Service Operations, budget / planning, service offerings development and determination of equipment standardization. 35% Communication, Analysis, and operational review-Establish and maintain effective working relationships with staff, all levels of County employees, customers, other government representatives, consultants, and vendors.
• Provide feedback and support to other IT team members, customers and partners.
• Responsible for planning, coordinating, and supervising all activities related to the design, development, implementation, maintenance, upgrade, and support of the Rock County Service Team operations to include the IT Deskside Support team and the IT Service Desk team.
• Review and analyze reports to maintain and/or improve effectiveness and efficiency. Identify, review and analyze chronic/potential problems, recurring tickets, security issues, performance issues and/or scalability concerns. Work with leadership to develop strategies for improving or leveraging IT resources and technology.

a. Review Ticket Activity by type, customer, severity, life cycle, and frequency.
b. Escalate training requirements, security, hardware and/or software issues as
required.
c. Identify opportunities for automation and overall efficiency and effectiveness.
d. Track Service Desk call center phone statistics.
e. Track customer satisfaction through scores and audits of ticket activity including
customer interviews.
• Identify and communicate software, hardware and/or system failure trends.
• Define, maintain and create standards, guidelines, and policy for the Rock County IT Service Operations. Communicate the standards, guidelines, and policy to Information Technology staff, County staff, vendors, customers and partners. Measure compliance with policy and take action as required.
• Develop and maintain a County-wide written IT Service Framework.
• Research and evaluate process, software, systems, services and/or technologies which support business objectives such as improving: security, performance, improving County operations and reducing costs. This includes identifying possible disruptive technology and market trends during the annual planning process.
• Monitor stock inventory levels for equipment swaps of PCs, laptops, and other devices under warranty. Replenish stock as necessary.
• Develop, implement, and continually refine and improve Service Team operations and procedures, standards, and policies to conform to best practices and SLAs. Provide oversight of managed print/copier repair processes. Identify technology gaps and research and evaluate potential solutions.
• Identify, measure, benchmark, analyze and perform regular review of capacity reports,
scorecards and Service Team performance metrics, e. g. service availability, ticket
volume, resolution rate, time to respond, time to resolution, change volume and
customer survey results. Analyze results for trends, process improvement opportunities
and staff training needs and take appropriate action to improve results.
• To help IT develop a road-map, meet regularly with department heads and managers to understand user needs and where IT's shortcomings are.

30% Ticket follow-up and team/customer interaction

Ensure successful, timely completion of incidents, Service Desk work orders, service requests, and systems maintenance.
Serves as a liaison with Infrastructure and Application Teams to assist with quality assurance, resource management, connectivity, infrastructure management, application/server tuning and general problem solving.
Interacts professionally and appropriately with others, without regard to individual characteristics. Demonstrates a personal commitment to create a hospitable and welcoming environment. Fosters respect for all individuals and points of view. Fosters this behavior within teams.
Develop support call statistics and report to IT management on a periodic basis. Identify trends, areas of concern, and service failures to improve Service Desk operations and County efficiency.
Develop and implement a Service Desk performance measurement framework to facilitate feedback and scoring of team members on issues such as customer service, communication and technical skills
Leverage company intranet site to expand self-service capabilities and communicate FAQ and system status information.

30% Service Desk Staff Management, Supervision, and Leadership
• Ticket follow-up and team/customer interaction
• Ensure successful, timely completion of incidents, Service Team work orders, service requests, and systems maintenance adhering to the ITIL standards for IT Service Management.
• Serves as a liaison with Enterprise Services Management (ESM), Network, A/V, Security and Telecom (NAST) and Data Services teams to assist with quality assurance, resource management, connectivity, infrastructure management, application/server tuning and general problem solving.
• Interacts professionally and appropriately with others, without regard to individual characteristics. Demonstrates a personal commitment to create a hospitable and welcoming environment. Fosters respect for all individuals and points of view. Fosters this behavior within teams.
• Develop service quality statistics / metrics and report to IT management on a periodic basis. Identify trends, areas of concern, and service failures to improve Service Team operations and County efficiency.
• Develop and implement a Service Team performance measurement framework to facilitate feedback and scoring of team members on issues such as customer service, communication and technical skills.
• Leverage company intranet site to expand self-service capabilities and communicate FAQ and system status information.

30% IT Service Operations (Service Desk/Deskside Support) Staff Management, Supervision, and Leadership
• Works independently, with little or no direct supervision or guidance and perform day-to-day operations aligned to Department and County goals.
• Demonstrates leadership by directly supervising multiple staff.
• Complete reviews, coaching and education plans for each supervised team member.
• Clearly communicate goals and objectives to subordinate staff, partners, leaders, vendors and customers.
• Ensures development, maintenance and dissemination of IT Service Operations procedures, policies and general documentation.
• Create and maintain a training program f.

Read the full job description and apply online on the recuiter's web-site

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