Closing Date: July 15, 2026
The Help Desk Supervisor reports to the Service Delivery Manager and is responsible for overseeing the day-to-day operations of the Escambia County BCC help desk, ensuring efficient and effective support services to all departments. This role involves managing a team of technicians and specialists, coordinating with other IT teams, and maintaining high levels of customer satisfaction through timely and accurate problem resolution.
EXAMPLES OF DUTIES
Manages, mentors, and leads a team of help desk technicians and specialists
Assigns and prioritizes tasks, ensuring even distribution of workload and efficient use of resources
Oversees the troubleshooting and resolution of hardware and software issues
May act as the Service Delivery Manager in the absence of the Service Delivery Manager
Ensures all incidents and requests are logged, tracked, and resolved in a timely manner using the county's ticketing system
Assists with complex or escalated issues as needed
Ensures high levels of customer satisfaction by providing clear communication and setting realistic expectations for issue resolution
Monitors and analyzes help desk metrics and reports to identify trends and areas for improvement
Develops and maintains strong working relationships with internal departments and external vendors
Evaluates and improves help desk processes, procedures, and workflows to enhance efficiency and service quality
Implements and monitors adherence to IT policies, standards, and best practices
Generates and reviews help desk performance reports, including ticket resolution times, customer feedback, and technician productivity
Maintains accurate documentation of help desk procedures, policies, and technical solutions
Reports regularly to the Service Delivery Division Manager on help desk operations and performance
Assists in the development and management of the replacement cycle and budget
Manages inventory of all IT assets, including hardware and software licenses
TYPICAL QUALIFICATIONS
Minimum Qualifications Requirements:
Training and Experience:
Bachelor's degree in Information Systems, Computer Science, Business, or a related field with a minimum of three years of experience in IT Support, with a minimum of one year in a supervisory role, or, a combination of education and experience equivalent to these requirements.
Licenses and Certifications:
Must possess a valid driver's license from state of residence
Knowledge, Skills, Abilities, and Other Characteristics (KSAOs):
IT systems, networks, hardware, and software
proficiency in help desk management tools and ticketing systems
leadership and team management skills
problem-solving and attention to detail
effective communication and interpersonal skills
familiarity with the unique technological environment, systems, and security requirements in local government
understanding of relevant laws, data security, and privacy regulations affecting local government IT operations (e.g., HIPAA, CJIS)
understanding of help desk procedures, ticketing systems, and common support workflows
effectively manage, mentor, and motivate a team of help desk technicians/specialists
analytical skills to quickly diagnose issues and implement appropriate solutions
communication and interpersonal skills to ensure high-quality interactions with end-users, even under stressful conditions
manage multiple priorities, delegate tasks, and ensure timely resolution of issues
adjust quickly to changes in technology, workflows, and organizational priorities in a government setting
make sound and timely decisions, often under pressure, to keep systems and services operational
empathize with end-users, who may have varying levels of technical knowledge and face critical or time-sensitive issues
communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction
SUPPLEMENTAL INFORMATION
County-wide Employee Responsibilities:
All Escambia County BCC employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Escambia County BCC's Employee Code of Ethics, gift, and conflict of interest policies.
All Escambia County BCC employees must establish and maintain effective working relationships with the public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
Emergency Management Responsibilities
During emergency conditions, the incumbent of this position will automatically be considered an emergency service worker. This employee is subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situations and is expected to perform emergency service duties, as assigned.
Physical Requirements:
Positions in this class typically require sitting, standing, talking, hearing, seeing, finger and hand dexterity as well as repetitive motions. Sedentary Work: Exerting up to 10 pounds of force occasionally. Sedentary work involves sitting frequently during the day. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Benefits/Compensation Package: