Help Desk Supervisor jobs in Ohio

JOB OPPORTUNITY

We are looking for an accountable individual with excellent

communication and organizational skills to join our growing team!

Resumes will be accepted through June 10th (5 PM)

JOB TITLE: HELP DESK SUPERVISOR

CLASSIFICATION: EXEMPT

GRADE: GRADE 5 ($74,256 - $100,464 annually, depending upon experience)

DEPARTMENT: INFORMATION SERVICES

REPORTS TO: MANAGER IT OPERATIONS

LOCATION: BRECKSVILLE (HYBRID)

About the Role: Under general supervision, the Help Desk Supervisor’s role is to supervise and lead a team of Help Desk Technicians that provide support for the end user computing environment. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by providing hands-on support to end users at the desktop level as needed.

About RITA: The mission of the Regional Income Tax Agency (“RITA”) is to provide Ohio cities and villages with a high quality, cost effective municipal tax collection service. We are guided in our work by our vision to be the best and top choice for municipal tax collection in Ohio.

The Regional Income Tax Agency (“RITA”) is an OPERS employer that offers low monthly premiums for health benefits for employees, spouses and dependents with no monthly cost for dental and vision coverage. The Agency makes bi-annual contributions to employees’ Health Savings Accounts. Additional benefits include paid vacation and paid sick leave, including for mental health, along with 3 personal days provided on the anniversary of the employee’s hire date. The initial 3 personal days are provided upon successful completion of the 180-day Introductory Period and then again at the second anniversary and each anniversary thereafter. Employees also have access to an employee assistance program.

Work Environment: You will be assigned to work primarily out of RITA’s Brecksville office, with the opportunity to work a blended schedule, meaning some days in the office, some days working from home. Our dress when in the office is professionally casual – jeans are welcome. We thrive on collaborative work, and we are best as a team with each person doing their part.

EXAMPLES OF ESSENTIAL FUNCTIONS

1. Regularly reviews customer service requests (CSRs) to ensure properly documented resolutions and service level agreement (SLA) achievement. Analyzes trends and identifies solutions to reduce or prevent future problems.

2. Identifies, recommends, and requests replacement of aging computing equipment to ensure peak system availability and performance for end users.

3. Identifies and recommends changes to department staffing levels to ensure demand for Help Desk services aligns with defined SLAs.

4. Plans and coordinates Agency-wide deployment of new or updated desktop technology to the end user.

5. Acquires and deploys end user computers and technology and ensures software license compliance.

6. Identifies and procures asset management and customer service request tracking software for tracking end user requests and location of deployed Agency computing assets.

7. Identifies competitive pricing for Agency technology investments as assigned by department management.

8. Prioritizes and assigns customer service requests to Help Desk Technicians and ensures proper resolution of the problems.

9. Reviews and ensures solutions for customer service requests are adequately documented.

10. Reviews requests for new software deployments to ensure software is properly licensed.

11. Develops processes and procedures that ensure secure deployment of end user computing devices.

12. Develops processes and trains staff on properly identifying end users before resetting user access credentials.

13. Builds rapport and elicits problem details from Help Desk customers. Communicates widely known problems and solutions to business unit management and other customers to promote awareness and status of system wide issues.

14. Implements technology to automate and manage the software deployment to end user computing devices.

15. Takes proper action to ensure Agency information systems are meeting the defined SLA and reports on compliance.

16. Maintains professional knowledge in applicable areas of IT, software development, help desk and information security. Keeps abreast of changes in the field. Researches new business trends and makes recommendations for implementation. Reads and interprets professional literature. Attends training programs, workshops and seminars as appropriate.

17. On-call availability required. Serves as a backup for subordinate positions to ensure proper department coverage. Requires assignments and system support requests to be completed at various hours of the day.

18. Performs other related work as assigned.

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, the Agency reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Physical Requirements: The individual assigned to this position must be able to complete all physical requirements of the job, with or without a reasonable accommodation, which include, but are not limited to the following:

· Must be able to remain in a stationary position 50% of the time.

· Must be able to occasionally move to different locations inside the office.

· Constantly operates a computer to complete assigned work.

· Ability to learn and apply technical material.

· Occasionally moves computing equipment weighing up to 50 pounds.

· The ability to accurately communicate with others in the Department and throughout the Agency.

About You: Bachelor’s degree in computer information systems or related field; or a minimum of 5-8 years previous experience and/or training that includes IT supervision; or an equivalent combination of education, training, and experience in the following:

· Advanced knowledge of desktop computer hardware, including Intel or AMD based desktop computer platforms.

· Advanced level experience with Microsoft desktop operating systems, desktop applications and computer and user utilities provided as part of server operating systems.

· Advanced level working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices.

· Advance level understanding of the organization’s goals and objectives.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Exceptional documentation skills.

· Desktop certifications from Microsoft and/or COMPTIA or in networking technologies a plus.

How to Apply: Please submit your resume no later than 5 PM on June 10th, 2024.Only qualified individuals being considered will be contacted for an interview.

The Regional Income Tax Agency (Agency) is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel decisions are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. In compliance with the Americans with Disabilities Act, the Agency will seek to provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Agency.

Job Type: Full-time

Pay: $74,256.00 - $100,464.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Experience:

• IT Supervision: 5 years (Required)

Ability to Commute:

• Brecksville, OH 44141 (Required)

Ability to Relocate:

• Brecksville, OH 44141: Relocate before starting work (Required)

Work Location: Hybrid remote in Brecksville, OH 44141