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STATUS:Regular, Full Time
SALARY RANGE:$58,672.90-$78,456.82
LOCATION:220 E. Huron St., Ann Arbor
Under the general direction of a higher classified employee, the Support Systems Supervisor supervises teams of service desk staff and end user support staff responsible for the operational support of technologies and services utilized by Washtenaw County government, departments, offices, and affiliates in the regular performance of their duties in service to the county.
Essential Duties:

  • Supervise team of Service Desk staff functioning as single point of contact for inquiries, reporting incidents, and submitting service requests relating to information technology, facilities, and human resources for county staff and community members.
  • Supervise the performance of Tier 1 support resolution as necessary for inquiries, incidents, and service requests. Maintain confidentiality and security of County data and proprietary information. Escalating issues to appropriate teams / individuals.
  • Manages and coordinates major incident, highly urgent, and complicated support issues. Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage phone queue (participating in escalated calls as needed).
  • Ensure that agreed Service Level Targets are met on an on-going basis and reported on though metrics, service level reports and service review meetings. Review survey feedback to improve services, tools and support experience.
  • Supervise team of end user support staff performing Tier 1 / Tier 2 operational support, including installing, upgrading, maintaining, and troubleshooting of end devices (PCs, printers, peripherals) hardware, software, internet connectivity, physical and virtual desktops, systems management software, and endpoint security management in multiple County locations.
  • Manages the deployment, maintenance, support and upgrade of desktop hardware, software, operating systems, and distributed printers through their lifecycle.
  • Plans, establishes, implements, and improves the procedures and standards of the IT organization's support services, including how incidents, requests, changes, and problems are identified, received, documented, distributed, and corrected. Act as escalation point for all issues.
  • Assists in determining root cause of issues surrounding program area and communicating appropriately to internal and external customers.
  • Plans, organizes, assigns, directs, reviews and evaluates the work of direct reports. Writes performance appraisals, recommend salary actions, hiring and disciplinary actions for team members.
  • Provides for team member's coaching, training, and professional development. Communicates applicable regulations, policies, and procedures to team members. As needed, schedule employees working times and provide backup support.
  • Maintain customer relationships. Build partnerships with supported departments and offices to align services with business needs.
  • In conjunction with other IT support teams, manages service level agreements (SLAs) to set expectations and measure performance for the availability and performance of the various applications and network technologies servicing the Service Areas.
  • Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Maintains familiarity with current and emerging service management and end device hardware, operating systems, software, and services. Manages the recommendation, procurement, implementation, maintenance, and retirement of systems and software through their lifecycle, through fiscally responsible budgets.
  • Coordinates staff for after-hours support for installs and upgrades as necessary. Participates in rotating management on-call schedule for emergency support.
  • Assists leadership team in the creation of a competent budget. Provides details for projecting and planning for future years budgets.
  • Represents the department and the County in meetings with vendors, other governmental agencies and business and professional organizations. Recommends and manages vendor contracted resources and services.
  • Perform project management functions as necessary to coordinate support systems technologies and resources for successful completion of project tasks. Setting priorities, coordinating multiple projects and meeting critical deadlines.
  • Performs other related duties as assigned.
The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Knowledge, Skills, and Abilities:

  • Ability to demonstrate highly effective, productive, and motivational leadership skills. Possesses leadership experience with direct reports. Ability to assess performance and recommend new measures to improve performance.
  • Possesses excellent communication, interpersonal, and customer service skills. Ability to analyze, understand, and effectively communicate between business requirements and technical design.
  • Possesses strong teamwork skills in a multi-team, collaborative environment.
  • Possesses attention to detail and analytical skills. Possesses effective problem-solving, negotiation, and decision-making skills to influence management, as well as internal and external partners.
  • Working knowledge of Service Desk Management processes and best practices. Knowledge of IT operation processes including asset management, configuration management, incident management, request fulfillment, problem management, and change management.
  • Working knowledge of System Support Management, including end device hardware (PCs, printers, scanners, etc.), client operating systems (Microsoft Windows, etc.), and productivity software. Experience with directory services and systems management tools.
  • Working knowledge of wired (Ethernet, fiber, etc.) and wireless technologies (WLAN, cellular, etc.), and networking protocols (TCP, IPv4/v6, DNS, DHCP, IMAP, LDAP, TLS/SSL, etc.).
  • Knowledge of desktop and application Virtualization software (VMware, Citrix, etc.
  • Knowledge of cloud computing technologies (Office 365, etc.).
  • Knowledge of enterprise endpoint network security management.
  • Interpreting, applying and explaining complex laws, policies and regulations.
  • Knowledge of IT security and compliance best practices.
  • Knowledge of ITIL Best Practices and IT Service Management.
  • Possess excellent project management skills with proven track record. Principles and practices of project definition and management.
  • Familiarity with facilities management.
  • Knowledge of Internet of Things (IoT) and Mobile Device Management (MDM).
Possession of a valid Michigan driver's license. Other applicable IT-related certification(s) (ex. ITIL, etc.) desired.
Duties require sufficient mobility to move and/or transport items weighing up to 25 pounds frequently, and up to 80 pounds infrequently. Duties require sufficient mobility to work in a normal office setting and use standard office equipment including a computer, vision to read printed materials and a computer screen and hearing and speech sufficient to communicate in person or over the telephone.
These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
Equivalent to a possession of a bachelor's degree in Computer Science, Information Technology, Information Systems, or a Business-related degree or other discipline related to the work above is desired. Experience with vendor and contract management and reporting KPIs, statistics, and performance metrics.
Five (5) years of service desk, end user / device support, modification and training experience including management and process re-design. Of the five (5) years of required experience, three (3) must be in a leadership capacity, managing midsize to large teams, influencing senior-level management and stakeholders.
This class description intends to identify the major duties and requirements of the job and should not be interpreted as all inclusive. Incumbents may be requested to perform job-related duties other than those outlined above and may be required to specific job-related knowledge for successful job.


CONTROL NUMBER: 2012-1610-7801-0001


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