The IT Service Management
Supervisor’s role is to manage requests for service and tasks, establish
relationships with internal customers to assess their technology, support, and
security needs. The incumbent develops, defines, manages and supports both service
level agreements (SLAs) and operation level agreements (OLAs).
The incumbent manages
customer expectations, sets standards for customer engagement, serves as the
communication channel between customers and the IT Department; and whenever
possible, provide first contact resolution for customers. The incumbent also measures and reports
customer satisfaction. Coordinates troubleshooting,
support, and service for equipment and systems when necessary. In addition,
oversees and manages the IT Service Management System (ITSM) and also
supervises the Customer Support Specialists (Help Desk) and IT Analysts
(Desktop Support) staff.
The IT Service
Management Supervisor carries out supervisory responsibilities that include
interviewing, hiring, and training employees; planning, assigning, and
directing work; appraising performance; rewarding and disciplining employees;
addressing complaints and resolving problems. The incumbent must maintain a
thorough knowledge of administrative policies and procedures, as well as
standard operating guidelines/procedures.
NOTE: The Department of Information Technology
is a 24/7/365 internal support agency. The incumbent must be willing and
able to be “on call” to provide guidance, support and supervision to staff as
Bachelor’s Degree AND
5 years of progressive experience and responsibility in customer service management, information technology, help desk or similar profession providing conflict resolution, team building experience, and project leadership.
Associate’s Degree AND 7 years of progressive experience and responsibility in customer service management, information technology, help desk or similar profession providing conflict resolution, team building experience, and project leadership.
Degree must be from a college
or university that is accredited by the U.S. Department of Education through
the North Central Association of Colleges and Schools Higher Learning
Commission or equivalent region.
Incumbent must have one of the following certifications within 6 months of hire:
- CompTIA A+
- PMP/CPMP/Scrum Master
For each applicable certification, please provide vendor information (Certification ID numbers, etc.) in the "Licenses and Professional Certifications" section of your application.
Must possess a valid driver’s
license at time of appointment and maintain thereafter as a term and condition
of continued employment.
Applications must specifically
address each of the minimum qualifications, directly showing how each is
A background investigation and
evidence of Employment Authorization and Identity is required prior to
employment. All candidates must pass any level of background investigation
applicable to the position, including current city employees seeking transfer,
promotion, demotion, etc. into a classified position.
Medical Examination & Drug
and Nicotine Testing
Final appointment is contingent
upon the applicant passing a job-related medical examination including drug
screen. Applicants offered employment with the City will be required to pass a
nicotine screening. Newly hired employees must remain tobacco and nicotine free
as a condition of continued employment. The Tobacco and Nicotine Free Hiring
Policy does not apply to current City employees.
Beginning November 1,
2021, newly hired City of Dayton employees must attest
to being fully vaccinated against the COVID-19 virus or be required to become
fully vaccinated within 90 days of being hired.
An Equal Employment Opportunity Employer