at Sedgwick County in Wichita, Kansas, United States
Job Description
Responsible for providing day-to-day oversight for timely delivery of quality technical support service to clients from helpdesk and desktop support staff. This requires both knowledge of the software or hardware systems being supported, customer service skills, and effective personnel management skills.
This position is responsible for direct management of the helpdesk and desktop support groups. This position develops, implements, and oversees policies and procedures to ensure consistent service levels and quick resolutions. Responsible for staffing and capacity planning, performance analysis, and developing proactive resolution plans. Responsible for managing technical support standards, acting as a project manager, and providing IT consultation for department needs.
Technical Operations & Desktop Management
- Oversee installation, maintenance, and upgrades of desktop systems and peripherals.
- Lead resolution of complex technical issues, including desktop OS failures and hardware malfunctions.
- Coordinate with vendors and internal teams to ensure system stability and compliance.
- Coordinate and lead departmental meetings to review project progress and align on next steps.
- Coordinate IT support operations for elections in collaboration with the Election Commissioner.
Helpdesk Oversight & Service Delivery
- Supervise helpdesk ticketing workflows and ensure high first-contact resolution rates.
- Prioritize and dispatch field technicians for on-site support as needed.
- Maintain service continuity during outages or staff shortages.
- Monitor helpdesk metrics and adjust staffing or processes to meet SLAs.
Team Leadership & Communication
- Manage scheduling, coverage, and workload balancing for support staff.
- Provide mentorship and training to analysts and technicians.
- Communicate technical issues clearly to non-technical stakeholders.
- Promote a collaborative customer-focused team culture.
- Run and complete monthly KPI reports.
- Provide counseling on performance evaluations, promotions, hiring, and disciplinary responsibilities.
- Review the Helpdesk and Desktop Support Customer Satisfaction and Support Survey results, and implement correction as needed
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