End User Support Supervisor

Position Description

The City of Sugar Land is seeking a full-time End User Support Supervisor in the Information Technology Department.
 
Why Should You Join Our Team? 

Our trailblazing culture focuses on our employees, our citizens and the services we provide to our community. We are a data-driven and innovative full-service municipality located approximately 20 miles southwest of downtown Houston that invests in our team and offers real opportunities for career growth. We pay our End User Support Supervisor a starting salary of $71,926 – $82,721 depending on your qualifications and experience. We also offer great benefits and perks available on your first day of employment, including: City-subsidized health benefits; life and disability insurance; a variety of voluntary benefits;  a robust pension plan with TMRS to set you up for a fulfilling retirement; flexible schedules and work from home opportunities; a down-to-earth casual environment and dress code; and a positive team-oriented culture stemming from a long-term commitment to innovation and inclusion. You can even bring your dog and/or cat to work if they have a solid understanding of office decorum. 

Benefits At-A-Glance:

• City-subsidized Medical and Dental Insurance with a variety of plan options;
• City-paid Basic Life Insurance @ 1x your annual salary and Long-term Disability;
• Voluntary Vision, Supplemental Life Coverage (for you and your family), Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness, Short Term Disability and pre-paid legal benefits through Legal Shield; 
• 9 paid holidays and up to 3 floating holidays to use at your discretion; 
• A generous vacation package with accruals starting on day 1;  
• Paid sick leave; 
• Paid Parental Leave;
• A robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City; 
• You won’t contribute to Social Security, but you can further your retirement income by contributing to a Deferred Compensation (457b) plan; 
• Longevity pay for each month of service after your first 13 months of employment;
• On-site Wellness facilities and programming (mind, body spirit & financial preparedness); and
• Access to multiple mental health benefits and resources, including a robust EAP…

 If we have your attention… Please. Continue. Reading!

Our City Mission: WE ARE TRAILBLAZERS! Relentless in Our Pursuit of Good so that Our Employees, Residents, and Businesses Can Enjoy a Life Better than They Can Even Imagine.

Our Employee Values: Our values ignite passion, drive, and a sense of purpose, fostering a thriving and successful organizational culture!

We follow the BLAZE Values:

Bold: We encourage each other to be bold in our ideas, decisions, and actions. We embrace innovation and take risks to drive progress.

Loyal: We are loyal to each other, the City and our Mission and Vision. We support each other to foster a cohesive and collaborative work environment. We celebrate our successes and address the challenges facing us, together.

Adaptable: We are resilient because we adapt to changing landscapes and market dynamics. We are flexible and understand the need for work-life balance. We embrace new technologies and evolving trends.

Zealous: We are committed to excellence in all endeavors. We encourage each other to strive for the highest standards of public service, quality, and performance. We hold ourselves, and each other, accountable for our words and actions.

Empowered: We are empowered with the necessary resources, opportunities, and responsibilities to excel in our roles. We seek out opportunities for development and growth, and help others do the same. We are inclusive, we embrace our differences and recognize the strength that comes from different perspectives and experiences. 

We are TrailBLAZErs!

About the City of Sugar Land
The City of Sugar Land, a municipality with a population of 111,026, provides the highest quality of affordable services to meet the needs of its residents. And our citizens agree—the most recent Citizen Satisfaction Survey told us that 95% of our residents love calling Sugar Land home and 10% say that nothing would make their lives better than it already is, but we look to the future and work hard to make our community and the world better than we can even imagine. 

We have an informal work environment but are serious about what we do. We believe that happy, diverse and talented employees add value to the City. We do our best to hire friendly, professional people who work hard and play well with others. We also promote a healthy work-life balance and personal development.

Summary of Duties

Ask yourself: Do you enjoy working with people? Are you organized and detail-oriented? Can you manage your time well and prioritize multiple tasks effectively? Do you embrace change? Do you enjoy working in a professional AND casual environment? Are you an advocate of team-work? If so, please consider applying for the End User Support Supervisor position today!  

As a End User Support Supervisor, you will:    

• Responsible for managing the Help Desk staff, processes and technologies.
• Coordinate major computer system events (such as server upgrades, application changes, etc.) with appropriate personnel
• Manage Help Desk functions, including reporting and tracing of all incoming call for IT department assistance.  Ensure calls are routed to appropriate IT support personnel. Follow-up to ensure customer satisfaction with the services provided.
• Provides support in ensuring compliance with software/hardware copyright laws, policy and regulations.
• Knowledge of computer systems, concepts and methodologies. 
• Knowledge of problem solving and system analysis techniques. 
• Ability to implement, support and manage networking, systems and/or application projects at a technical level.
• Support and oversight of technical troubleshooting for computer hardware and software issues
• Manage the selection and standardization of end user hardware and end points
• Manage the procurement, build, and deployment end user computer hardware and software
• Performs additional job-related duties as needed or directed.

Minimum Qualifications

Formal Education: 

• Bachelor’s degree in business or public administration, Computer Science or a related field. Other combinations of experience and education that meet the minimum qualifications may be substituted.

Related Work Experience:

• Five (5) years of experience in the information technology field working in a call center or help desk environment.
• Two (2)  years of responsible supervisory experience in the information technology field preferred.
• Municipal experience preferred.

Training (License and/or Certification

• Valid Texas Class “C” Driver License. 
• Certifications such as Comp TIA A+ and ITIL foundations a plus.

Additional Information

The citizens of Sugar Land depend on City employees before, during and after an emergency or disaster to provide or restore essential public services for the health, safety and quality of life for our community. In the event of a wide scale emergency that could impact our community, all employees must be ready to assist in managing the crisis and will be considered essential for the continuity of governmental operations.

Our success is achieved by the courage to do things differently and accept that failure will occur on the path to innovation.