CUSTOMER SUPPORT SHIFT SUPERVISOR MIDNIGHT SHIFT

Requisition No: 878096

Agency: Department of Law Enforcement

Working Title: CUSTOMER SUPPORT SHIFT SUPERVISOR MIDNIGHT SHIFT- 71000838

Pay Plan: SES

Position Number: 71000838

Salary: $ 68,289.00

Posting Closing Date: 06/25/2026

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CUSTOMER SUPPORT SHIFT SUPERVISOR

INFORMATION TECHNOLOGY SERVICES

CUSTOMER SERVICE ADMINISTRATION CENTER/CUSTOMER SUPPORT CENTER MIDNIGHT SHIFT

**Internal advertisement for current FDLE members**

POSITION SUMMARY:

This position is responsible for the Midnight Shift sub-section of the Customer Support Section within the Customer Service Administration. This sub-section functions as lead manager on After Hours and On-call Support response while also performing as lead manager for network and data systems monitoring. Additionally, this manager is the primary advisor on FCIC/CJNet functionality and compliance. The individual in this position utilizes their knowledge of computers, coding, debugging, and software applications to support the agency in managing, tracking, reporting, and resolving Information Technology (IT)-related issues and requests, either directly or through subordinate employees. This sub-section has a particular focus on providing timely support response after hours and monitoring network and data systems to ensure 24/7 functionality. Responsible for supervision of staff and incumbent spends the majority of time communicating with, motivating, training and evaluating members while planning and directing their work. This position has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action.

DUTIES & RESPONSIBILITIES:

Specific duties include:

• Answering a telephone on an ACF phone system and provides customers with guidance and technical information related to systems and applications including FCIC, NCIC, NLETS, DHSMV, Eagent, data circuit outages, sex offender information, and more;
• Analyzing and resolving computer hardware, software, network, and communications problems affecting FDLE systems using diagnostic tools and troubleshooting techniques and processes;
• Creating, updating, and closing problem tracking tickets with the correct data element as provided in the support tree;
• Coordinating and supervise the day-to-day support of distributed processing systems as required by the department;
• Serving as the "Technical Lead" for customer support issues that are beyond the technical capability of subordinate CSC staff;
• Monitoring problem resolution throughout service request life cycle for all requests opened by the CSC;
• Performing supervisory administrative work such as managing timesheets, work plans and Policies and Procedures, and managing staff performance;
• Supporting planning and enhancements of department networks by testing application software; documenting application software needs and problems;
• Establishing methods and procedures for use of the distributed computer systems including hardware, software, communications, and user training; and
• Communicating policies/procedures to law enforcement agencies should problems arise pertaining to FCIC/NCIC/NLETS.

1. At least two years of relevant work experience recommended

• Knowledge of problem-solving techniques;
• Knowledge of computers and software;
• Knowledge of the principles, practices and techniques of computer programming and/or computer systems analysis;
• Ability to write, code, test and debug computer programs;
• Ability to process information logically and solve problems.
• Ability to develop training programs related to distributed processing operations and procedures;
• Ability to monitor and resolve problems with distributed computer systems components;
• Ability to identify and define user task needs; and
• Ability to communicate effectively.

• $68,289.00