IT Help Desk Supervisor
City of VacavilleABOUT OUR JOB
The City of Vacaville - A beautiful place to live, a great place to work!
With more than 600 employees, the City of Vacaville values work-life balance and offers flexible/hybrid work schedules, every other Friday off, employee social and wellness activities, casual dress days, competitive pay and a generous benefits and retirement package.
Contribute to our vibrant community and join the City of Vacaville!
The City of Vacaville invites applications for the position of IT Help Desk Supervisor in our City Manager's Office. Currently, one (1) full-time vacancy exists for this position. This recruitment will also establish an eligibility list for future full-time, part-time and limited-term vacancies in this classification that may occur over the next 12-month period.Salary Information: $94,615.51 - $114,994.35Working for the City of Vacaville comes with an excellent benefits package, including:
- Medical Insurance at affordable rates - City covers up to 85% of Kaiser premiums and other plans are also available
- Deferred compensation plan with up to 6% City contribution available
- Vision and Dental Insurance monthly premiums covered 100% by the City
- Paid sick leave, vacation leave, thirteen holidays and two floating holidays a year
- Up to 75 hours per year of Administrative Leave
- Tuition reimbursement and student loan repayment
- California Public Employees Retirement System (CalPERS) plan enrollment and Retiree Health Savings account
The City of Vacaville is looking for a customer-focused IT Help Desk Supervisor to oversee a dynamic team supporting end users in all of our City departments. In this key role, you will supervise day-to-day help desk operations, ensuring timely and effective technical support for hardware, software and network-related issues. The position also manages developing and implementing procedures and policies, making budget recommendations, improving service delivery and providing leadership and training to the team. Be part of the team that keeps the City connected and empowers staff with the tools they need to serve our community!Some duties of the IT Help Desk Supervisor are as follows:
- Oversee daily operation of the City’s IT Help Desk, including ticket assignment and prioritization
- Supervise and mentor a team of 4 Help Desk Technicians, ensuring quality customer service delivery across all departments
- Coordinate escalations to System Administrators for Level II/III support
- Monitor and analyze ticketing trends using SolarWinds Service Desk to improve issue resolution workflows
- Maintain and update technical support documentation and knowledge-base articles for internal use
For complete details about this position, please view the job description here.ABOUT YOU
The Ideal Candidate will enjoy the challenge of effectively managing a demanding workload of quickly shifting priorities and assuming ownership of key priorities and projects. Additionally, the desirable knowledge, skills and abilities include, but are not limited to:
- Demonstrates strong leadership skills and a proven ability to supervise, mentor and develop a technical support team
- Possesses in-depth expertise in help desk operations, including ticket management, escalations, issue resolution and performance monitoring
- Demonstrates strong operational awareness and experience supporting end users in a public-sector or multi-departmental environment
- Holds relevant technical certifications, such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator and ITIL Foundation (or equivalent), demonstrating expertise in IT service delivery
- Exhibits excellent communication and interpersonal skills, effectively collaborating with diverse teams, presenting to stakeholders and ensuring exceptional customer service
A combination of education and experience that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education: An Associate’s degree from an accredited college or university in Computer Science, Information Technology, Management Information Systems, Networking or a closely related field.
Experience: Three (3) years of increasingly responsible experience providing information technology support for the operations, installation and maintenance of computer systems, data communications, or other related fields, including one (1) year as a lead or supervisor.
LICENSE OR CERTIFICATE
Certifications equivalent to: CompTIA Tech+ or A+ and Microsoft 365 Certified: Modern Desktop Administrator Associate (or similar) are required. The ITIL Foundation certification (or similar) is highly desirable.
A California Class C Driver’s License and a satisfactory driving record are conditions of initial and continued employment.
SUPPLEMENTAL INFORMATION
Requires successful completion of a comprehensive background investigation (including fingerprinting) as a condition of employment.
Incumbents may be required to work weekends, holidays, irregular hours, on-call and after normal business hours.ABOUT EVERYTHING ELSE
This recruitment is currently open and continuous but may close without further notice at any time. Interested candidates are encouraged to apply and submit the necessary documents as soon as possible.
A completed City of Vacaville Employment Application and Supplemental Questionnaire must be received by the Human Resources Department at 650 Merchant Street, Vacaville, CA 95688 by the closing of this recruitment.
IMPORTANT: Contact with candidates will primarily be via email. Make sure you list a current email that you check regularly with your application. Applicants are encouraged to apply online at www.cityofvacaville.com. Application packets may also be requested in person at the Human Resources Department or by calling (707) 449-5101.
Resumes will not be accepted in lieu of a completed application packet.
For ADA information and other Frequently Asked Questions, please click here.
Applicants receiving a conditional offer of employment must successfully complete the pre-placement process for this position before a final offer will be extended. Pre-placement assessments for this position include an employment and education verification, Livescan (FBI/DOJ fingerprint review), medical exam, comprehensive background investigation and DMV record review.