Sign upLog in

IT Service Desk Supervisor

South Florida Water Management District

West Palm Beach, FL

Apply
JOB DETAILS
LOCATION
West Palm Beach, FL
POSTED
1 day ago
The South Florida Water Management District is seeking an IT Service Desk Supervisor overseeing a team of three technical support professionals responsible for delivering high‑quality end‑user support across approximately 1,500 employees and2,000 endpoints.This includes managing and supporting a diverse environment ofWindows, macOS, iOS, Android,and hundreds of enterprise/business applications.

This role is both hands‑on technicalandsupervisory. The Supervisor serves as the team’s Subject Matter Expert (SME)for IT Solutions Center, provides advanced troubleshooting guidance, drives continuous improvement initiatives, and ensures exceptional service delivery. A strong customer‑service mindset and excellent interpersonal skills are essential.

The Supervisor must demonstrate the ability to work effectively with staff of diverse personalities and skill levels. This role requiresmaintaining a calm, professional temperament during high‑stress or emotionally charged situations while modeling steady, confident leadership. The Supervisor must also be skilled in de‑escalation techniques and capable of diffusing difficult interactions in a way that supports collaboration, respect, and consistent, fair outcomes.
 

Key Responsibilities
Supervisory & Administrative Duties 

  • Lead, mentor, and develop a team of three technical support staff. 
  • Perform regular coaching, performance evaluations, workload balancing, and skill‑gap assessments.
  • Ensure timely response to incidents, service requests, and project tasks.
  • Manage team schedules, priorities, ticket queues, and on‑call rotations.
  • Implement and enforce standard operating procedures, knowledge documentation, and service‑delivery standards.
  • Participate in hiring, onboarding, training, and career development for support staff.
 Technical Leadership & Support
  • Serve as the technical SME for endpoint systems, enterprise applications, security, mobile devices, and Microsoft technologies.
  • Provide Tier II/III troubleshooting for escalated incidents involving Windows OS, Microsoft 365, Active Directory, identity/access issues, hardware failures, printing, VPN, MFA, and network connectivity.
  • Ensure procedures align with IT security best practices and organizational compliance requirements.
  • Collaborate closely with IT Infrastructure, Security, Applications, and Service Management teams. 

Service Management & Process Improvement 

  • Oversee and improve workflows using ServiceNow,ensuring accurate ticket classification, escalation, SLA adherence, and reporting.
  • Analyze ticket trends and identify recurring issues to drive proactive remediation.
  • Recommend and implement improvements to tools, technologies, and end‑user support processes.
  • Support asset tracking, software licensing, hardware inventory, and refresh planning.  


 Required Technical Skills 
  • Strong expertise inWindows 11,Microsoft 365, Teams, OneDrive, Outlook, and related productivity applications.
  • Familiarity withmacOS, iOS,andAndroiddevice support.
  • Proficiency withActive Directory, Identity & Access Management,MFA, group policy, and account lifecycle tasks.
  • Working knowledge of security fundamentals: endpoint protection, patching, vulnerability mitigation, and secure configuration.
  • Experience withServiceNow or similar ITSM platforms.
  • Ability to diagnose complex technical problems across hardware, OS, networking, and application layers.


 Preferred Qualifications 
  • Experience supervising or leading a technical support team.
  • ITIL Foundation certification (or equivalent familiarity with ITIL practices).
  • Experience with endpoint management tools (SCCM/ConfigMgr, Intune, JAMF, or similar).
  • Knowledge of automation or scripting (PowerShell preferred).
  • Understanding of mobile device management (MDM), device compliance, and enterprise security posture. 


 Behavioral & Interpersonal Competencies 
  • Exceptional communication and customer‑service skills.
  • Ability to remain calm and effective in high‑pressure or urgent situations.
  • Strong leadership presence with the ability to coach, motivate, and inspire team members.
  • Excellent problem‑solving abilities and sound judgment.
  • High level of professionalism, integrity, and accountability.
  • Strong organizational skills with attention to detail and follow‑through.
  • Ability to work collaboratively with technical and non‑technical stakeholders at all levels.   


 Employment Guidelines
Minimum Requirements 

  • Associate degree in Information Technology or related field (bachelor’s preferred).
  • 8+ years of technical support experience.
  • 5+ years in a supervisory, or lead role.
License(s)
Valid State of Florida Driver's License required.

Physical Requirements/Working Environment
Due to the District's response role and in the total scope of emergency management, this position may at times be required to provide support before, during and after major storm events and emergency situations, such as hurricanes or other declared emergencies.

Veterans' Preference:
Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for vacancies and are encouraged to apply. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  All documentation is due by the close of the job posting.

Americans with Disabilities Act:
The South Florida Water Management District is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to participate in the selection process, please contact the Human Resources Bureau at HR_Solutions@sfwmd.gov.

About the Company

S

South Florida Water Management District

Our mission: To safeguard and restore South Florida's water resources and ecosystems, protect our communities from flooding, and meet the region's water needs while connecting with the public and stakeholders. 

The South Florida Water Management District is a regional governmental agency that manages the water resources in the southern half of the state, covering 16 counties from Orlando to the Florida Keys and serving a population of 9 million residents. It is the oldest and largest of the state's five water management districts. Created in 1949, the agency is responsible for managing and protecting water resources of South Florida by balancing and improving flood control, water supply, water quality and natural systems.

A key initiative is restoration of the Everglades – the largest environmental restoration project in the nation's history. The District is also working to improve the Kissimmee River and its floodplain, Lake Okeechobee and South Florida's coastal estuaries.

COMPANY SIZE
1,000 to 1,499 employees
INDUSTRY
Government and Military
WEBSITE
https://www.sfwmd.gov/