IT Supervisor (Reserved for City Employees)

Full-Time
Division Name	Infrastructure and Operations
Minimum Qualifications	Graduation with a Bachelor’s degree from an accredited college or university plus one (1) year of leadership or supervisory experience in a field related to the job.Experience may substitute for education up to four (4) yearsLicenses or Certifications: None
Notes to Applicants	Overview of Position: This position will supervise a team of Service Desk/Customer Service professionals responding to internal City of Austin employee customer IT support requests though the City’s advanced ticketing system, ServiceNow, as well as traditional channels of customer service – telephone and chat. The CTM Service Desk operates 24/7/365 and anyone filling this position must be flexible in work schedules and available for on-call support. This position will require demonstrable experience in developing and maintaining exceptional customer service delivery in an IT environment. This position will be responsible for analysing and documenting procedures and support methodologies; respond to escalated technical assistance and bug fix requests; identify enhancement needs and facilitate improvement solutions. The IT Supervisor will provide leadership, work assignments, training, and guidance to others performing information technology related support utilizing ServiceNow to manage support tickets, and creates new tickets as needed.The ideal candidate will have leadership experience working in a Service Desk and/or Contact Center environment, assuring defined quality and performance standards are adhered to as well as performing employee coaching and guidance. This candidate will have experience working with contact center statistics and methodologies as well as experience in analyzing and documenting employee performance. The top candidates will have proven problem solving skills, experience driving to targeted outcomes, and model professional demeanor and integrity. They should be self-motivated with strong analytical and communication (both written and oral) skills with the ability to develop and recommend solutions in a complex operational, technical, financial, and compliance driven environment. Ability to prioritize and manage competing demands and deadlines in a fast-paced environment. Excellent business writing, proofreading, and communication skills and demonstrated experience writing reports, spreadsheets, memos, fliers, etc. that include research, analysis, and recommendations as well as budgeting, staff development and program recommendations.About the Department:The City of Austin Communication and Technology Management (CTM) Department provides and empowers the City’s business partners and Austin’s residents, visitors and businesses with sustained, reliable, and efficient technology services, infrastructure, and telecommunications. By leveraging state-of-the-art tools, innovative methods, and strategic partnerships, we are at the center of shaping the City of Austin’s IT strategy.Travel:If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.Application Instructions:In completing your job application, be sure to provide a COMPLETE employment history including past job titles, employment dates and a detailed summary of your job duties, functions, responsibilities, and skills/abilities. A detailed and complete job application is required to help us determine base pay in the event you are selected for this position. NOTE: A cover letter and/or resume will NOT be accepted or used to substitute for an incomplete job application. Once a position is closed, no additional applications or application changes will be accepted.All interviews are being conducted over the phone, Microsoft Teams Phone (no video required) or virtually via Microsoft Teams (video required).Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran’s preference.Working with the City of Austin provides a number of benefits, including medical, paid leave time, a great retirement plan, training opportunities and more!. Click here for more information.
Pay Range	$37.63 – $50.37
Hours	Monday – Sunday This position is primarily remote; however it may require onsite presence as operational needs require. Position may require hours outside of normal business hours as needed. Must reside in the State of Texas.
Job Close Date	01/20/2025
Type of Posting	Reserved for City Employees
Department	Communications & Tech Mgmt
Regular/Temporary	Regular
Grant Funded or Pooled Position	Not Applicable
Category	Professional
Location	6800 Burleson Rd. Building 310 Austin TX 78744
Preferred Qualifications	Experience leading in a contact center/customer service environment, including managing staff to performance standardsExperience in an IT support environment; including User Account Management, Office 365.Ability to identify service enhancement needs and implement improvement solutions, including automation.Ability to analyze and report data of a complex nature to upper management in both written and oral formats.Proficiency with CRM/ticketing systems for managing and creating tickets
Duties, Functions and Responsibilities	Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. Provides technical leadership integrating existing or new information system technologiesCoordinates and participates with other City departments, project teams, and agenciesImproves operations, decreases turnaround times, streamlines work processes, and works to provide quality customer serviceGuides and trains staff on work procedures and operating instructionsDevelops and prepares management and productivity reports, studies, and analysesAssists with the preparation of operating budgets and reviews on going expendituresAssists with the development of short and long range goals and monitors performance resultsPrepares, reviews and approves documentation for procurementEnsures compliance with city of Austin personnel, security and department proceduresResearches commercial products for possible useResponsibilities– Supervision and/or Leadership Exercised:Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal
Knowledge, Skills and Abilities	Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. Knowledge of budget processesKnowledge of current IT systems and data systems technology, security, operations and practicesKnowledge of management and supervisory principles and practicesSkills in organizing work effectively and efficientlySkill in understanding the organization and operation of the city and departments as necessarySkill in conducting hardware and software evaluations, performing selection and acquisition functionsAbility to develop, implement, and administer a budget, prepare budget requests, and monitor expenditures for budgetary complianceAbility to read and interpret standard accounting and financial reportsAbility to conduct research and analyze and interpret research findingsAbility to compile data and prepare narrative and statistical correspondence, reports, and presentationsAbility to assign and direct the work activities of assigned personnelAbility to understand complex program structure, strong analysis and problem solving skillsAbility to communicate effectively, both orally and in writing
Criminal Background Investigation	This position has been approved for a Criminal Background Investigation.
EEO/ADA	City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Information For City Employees: If you are an employee within	the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.