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User Support Supervisor/Expert
The User Support Supervisor/Expert is responsible for managing and overseeing the day-to-day operations of the user support team, ensuring timely, effective, and customer-focused technology assistance across the agency. This role provides advanced technical expertise, supervises support personnel, develops support strategies, and collaborates with other IT units to maintain and enhance service delivery for internal and external stakeholders.
Class Code:
IUS05P
Job Grade:
IST06
Special Job Requirements:
Typical Functions:
The assignment of supervisory duties is determined by the hiring agency’s operational needs. Non-supervisory roles will serve as senior technical experts. Manage the day-to-day operations of the User Support team, ensuring that all inquiries and issues are handled efficiently. Develop and implement policies and procedures for the User Support division. Monitor performance metrics and develop strategies for improvement. Coordinate with other departments to ensure seamless support for various user needs. Act as a liaison between the IT department and other state agencies to ensure user requirements are understood and met. Oversee the development of training materials and knowledge bases for the support team and end users. Ensure compliance with state government policies and regulations regarding technology and security. Provide leadership and mentorship to staff, fostering a culture of teamwork and professional development. Resolve escalated or complex user issues promptly. Report on user support trends, successes, and areas for improvement to senior management.
Knowledge, Abilities, and Skills:
Advanced knowledge of IT support management, user experience, and problem-resolution strategies. Strong leadership and team management abilities, with experience in managing staff performance and development. Ability to develop and implement processes and procedures for user support teams. In-depth understanding of government regulations and IT policies related to user support. Exceptional problem-solving and critical-thinking skills. Excellent communication skills, both verbal and written, with the ability to explain complex technical issues clearly and understandably.
Minimum Qualifications:
A bachelor’s degree in information technology, computer science, or a related field is preferred. 3 years of experience in IT support, including at least 1 year in a leadership role. Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Required Certificates:
N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Exempt:
E