IT Help Desk Supervisor (Supervisor #1388)

ISBE is looking for a new Help Desk Supervisor to add to our IT team. Reporting to the Director, is responsible for managing and leading a team of help desk representatives, sets performance targets, provides guidance and ensures smooth operations.

Duties and Responsibilities

Supervises the Agency help desk team. Assists in mentoring and training of help desk staff. Plans and reviews work assignments. Approves/denies benefit time.Establishes annual goals and objectives. Completes staff annual evaluations. Provides technical guidance, direction, counsel to staff. Provides documentation of just cause for disciplinary action to the Technology Support & Infrastructure (TSI) Director and Director of Human Resources when required. Conducts monthly Teams meeting to update staff and address any concerns. Escalates issues to the director as needed.Monitors incident and service request ticket status and closure and responds directly to end user escalated issues. Monitors delivery of internal and external customer service via help desk. Escalates issues as identified with outside agencies as needed.Approves agency broadcast messages to large audience base, confirming clarity and accuracy to reduce call center calls. Performs quarterly audit checks for RACF ID's access and usage and requests creation or deletion of IDs. Performs monthly ISBE Web Application Security System (IWAS) checks for account deletion and transfer of identified accounts, verifies, and confirms accounts have accurate access in the system.Serves as agency liaison between the Agency and outside agencies in the preparation and submission of ServiceNow tickets for agency projects, technical issues, and requests.Assists telecommunications coordinator in the resolution of telecommunication issues and equipment related to VOIP contact center equipment and software. Provides call center reports to TSI Director upon request. Performs the role as project manager in the modification, change and upgrade of VOIP system relevant to call center.Coordinates with relevant departments to ensure constant phone coverage. Works with program areas to schedule training for help desk staff on any major IWAS application changes or new IWAS applications.Manages help desk budget, submits purchase requests, and reviews/replaces help desk related equipment as needed. Maintains, reviews, and create help desk policies, procedures, and other documentation. Assists with internal/external audit requests.Works with the help desk outreach team to present at all agency meetings a new feature, revisit an existing feature, or provide recommended best practices.Performs other duties as assigned.

Required Qualifications

Bachelor's degree in Communication, Business Administration, Information Technology, Computer Science or other field directly related to the duties of this position plus two years of experience with emphasis on customer service as a technical lead, project manager, or supervisor in the last five years, or, an Associate's degree in one of these fields plus four years of experience with emphasis on customer service as a technical lead, project manager, or supervisor in the last eight years, or, a high school diploma plus 10 years experience with emphasis on customer service as a technical lead, or supervisor (experience in areas such as help desk, customer service, call center, or it work). (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION)Experience with help desk ticketing systems. Previous managerial experience. Excellent listening, oral, written, and interpersonal communication skills. Ability to efficiently manage simultaneous projects and re-prioritize workloads for multiple teams. Ability to think logically, interpret problems, present creative solutions with clarity and precision, and deliver results. Ability to work independently, yet quickly assimilate into a team atmosphere to participate on interdivisional assignments. Ability to resolve employee conflicts and complaints, mentor staff, and coach toward excellence. Ability to translate technical and complex information and instructions into common, user-friendly terms. Ability to deliver consistent and value-added services to customers that may include refusal of a request while presenting alternative solutions. Capable of quickly adapting to change and various agency demands. Working knowledge of and experience with any specific help desk/contact center application that server as a ticketing system.

Preferred Qualifications

A minimum of one-year experience in writing training materials, training scripts, newsletters, instructional form letters, methods and procedure documentation, or other business communications. Working knowledge of computer operating systems such as Windows 7 or 10. Working knowledge of Office 365. IT help desk experience.

ISBE provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. We actively foster a culture of inclusion and encourage individuals of all backgrounds to apply.

Illinois has an urgent and collective responsibility to achieve educational equity by ensuring that all policies, programs, and practices affirm the strengths that each and every child brings within their diverse backgrounds and life experiences, and by delivering the comprehensive supports, programs, and educational opportunities they need to succeed.