IT Service Management Supervisor

Recruitment #22-0181-003

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Responsibilities

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 needed.

 

Minimum Qualifications

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.

OR

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.

Certifications

Incumbent must have one of the following certifications within 6 months of hire:

  • ITIL 
  • HDI 
  • CompTIA A+ 
  • COBIT 
  • 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.

License Requirements

Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.

Notes

Applications must specifically address each of the minimum qualifications, directly showing how each is met.

 

Background Check 

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.

 

Important COVID-19 Information  

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 

M/F/H

Benefits