IT Support Supervisor #02982 City of Virginia Beach Job Description Date of Last Revision:

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1 City of Virginia Beach Job Description Date of Last Revision: FLSA Status: Exempt Pay Plan: Administrative Grade: 12 City of Virginia Beach Organizational Mission & Values The City of Virginia Beach exists to enhance the economic, educational, social and physical quality of the community and provide sustainable municipal services which are valued by its citizens. The City of Virginia Beach organization is based upon a belief in the democratic process of government. This belief provides meaningful ways for citizens, reflecting the diversity of our City, to contribute to the development of public policy. This process is enhanced by organizational values which guide member performance within the Virginia Beach Quality Service System. These Values define our desired organizational culture. We value quality customer service; teamwork; leadership and learning; integrity; commitment; and inclusion and diversity. Class Summary Supervise and coordinate the work and scheduling of support center personnel assigned to the ComIT Support Center; execute the operational and tactical plans of the support center to satisfy customer and business needs; refining support center processes and workflows in support of the ComIT service management process definition; manage recruitment/hiring/retention of qualified personnel and performance management of support center personnel; monitor and report on service metrics; and ensure that ComIT-defined service delivery processes are followed and service levels objectives are met. The incumbent reports directly to the Information Technology Services Division Head and works closely with ComIT leadership to develop and plan strategy that promotes the growth and sustainability of the ComIT service management methodology and the ComIT service delivery model to the internal City organization. May perform the functions of subordinate support center personnel when required. Representative Work Functions and Responsibilities Manage the operations of the ComIT Support Center; formulate work schedules for specialists to ensure full coverage during all shifts; revise schedules as necessary to cover maintenance and emergency events; coordinate customer support process during the hours outside of prime shift with ComIT Data Center and ComIT support groups/teams as required. Develop employee recruitment and retention plans; work closely with Information Technology Services Coordinator and support center team leads and supervisors to develop training and certification programs to address identified skills gaps; ensure that workforce management plans are implemented effectively. Assist in expediting workloads and coordinate escalation activities among ComIT support groups/teams to facilitate the effective delivery of information technology services to the internal City organization. Review and evaluate ComIT Support Center policies and procedures. Identify opportunities to refine ComIT Support Center processes and workflows to improve service desk functions; create implementation plans for process improvements; make recommendation to ComIT leadership with action items to improve customer satisfaction while meeting business needs. Critical responsibility to oversee the implementation of business processes and workflows within tools and technologies used within the support center; monitor, review and analyze the implementation of business processes and workflows within the IT Service.

2 Work with ComIT and other City departments to identify, document, and implement new services within the ComIT Support Center. Maintain personnel and resource records; prepare reports to meet department operation requirements. Manage customer complaints and coordinate service outage notifications in order to provide timely updates to City members until service restoration. Monitor, review, and analyze Automatic Call Distribution (ACD) reports and routing strategy to ensure call routing decisions are accurate and staffing needs are met during periods of normal operations and during periods of high call volume. Manage software and reporting toolsets; review, analyze and recommend monitoring tools for effective delivery of remote desktop support by Support Center Analysts/Specialists. Review and analyze performance metrics to ensure that service level objectives and operating level objectives are met; customize and distribute performance metrics reports as required. Ensure security requirements and standards of operation are properly applied for execution of the ComIT Accounts Management function; provide quality assurance processes for all support center operations. Report directly to the IT Services Coordinator and work closely with ComIT leadership in the evaluation and improvement of the ComIT Support Center organization. May perform the functions of subordinate support center personnel when required and perform related work as required. Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs. Performance Standards Execute the operational and tactical plans of the support center to satisfy customer and business needs. Monitor staffing and training plans to ensure qualified staff are available to meet workforce planning needs and to respond to client calls during support center hours of operation. Daily management of the tactical operations of the ComIT Support Center and operational functions of the tools and technologies used within the support center; escalation and coordination of activities among ComIT support groups to facilitate prompt, effective delivery of technical support services to the internal City organization. Provide analysis of Support Center and ComIT service delivery performance; identify specific problems and/or opportunities for continual service improvement. Develop, plan and implement workforce management plans to support training and professional development opportunities for the support center staff. Oversee implementation of call center technologies and improved operating methods by the support center. Analytical and problem solving skill in the areas of research, analysis and recommendations to manage functional/hierarchical escalations; must be able to effectively communicate to both support staff and management in a proactive manner to resolve customer complaints and identify service level objective breaches. Exceptional communication skills demonstrated through clear written and verbal support to clients, peers and management interpreting a variety of instructions; professional speaking voice on the phone to effectively deliver clear messages; experience writing professional documents in all types of correspondence (e.g. memorandum, , instant messaging, letter, etc.) to communicate information effectively to the appropriate persons/audience. Excellent reasoning ability demonstrated through effective interpersonal skills, ability to prioritize tasks in a fast-paced work environment, working Page 2 of 6

3 effectively under pressure, setting personal deadlines, and utilizing effective time management skills. Performance capabilities in providing accurate call recording, analysis, assignment and/or routing to help restore service within targeted service level metrics. Periodic review and analysis of operational and management reports to ensure adherence to established performance metrics and to provide recommendations for continual process improvement. Minimum Qualifications Requires any combination of education and experience (above the high school level) equivalent to a minimum of eight (8) years (including at least one year in a supervisory status) in fields utilizing the required knowledge, skills and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities with at least four (4) years of concentrated work within a technology-related support center/customer call center. Must have, or obtain, a current and valid Virginia or North Carolina driver s license in accordance with Virginia or North Carolina DMV driver s license eligibility requirements. Preferred Qualifications Recent work experience within an IT Technical Call Center/Service Desk/Support Center/Help Desk in a job role equivalent to a team lead, supervisor or manager. Special Requirements All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Positions within this class have been designated as Alpha I positions requiring employees to work during inclement weather, regardless of the City s operational status. Knowledge-Skills-Abilities Required to Perform Satisfactorily A. Knowledge 1. Knowledge of industry best practices and standards for an IT Support Center Manager, IT Support Center Analyst and IT Support Center Specialist 2. Knowledge of call center technologies used within an IT Support Center/Service Desk 3. Knowledge of IT Support Center/Service Desk software and monitoring tools 4. Knowledge of terminology, industry standards and best practices for IT Service Management 5. Knowledge of IT Support Center/Service Desk operational policies, standards and procedures 6. Knowledge of reporting tools, pivot tables, dashboard and database structured query language(s) used in advanced report writing for data analysis and data visualization 7. Knowledge of security requirements and standards of operation for information systems accounts management and data access management 8. Knowledge of personnel management and supervisory techniques 9. Preferred knowledge of departmental policies and procedures 10. Preferred knowledge of municipal government operations and personnel policies B. Skills 1. Skill in providing exceptional customer service 2. Skill in assisting users reporting service interruptions, outages or making service requests for IT applications, products and services 3. Skill in adhering to procedures related to call recording, classification, prioritization, and escalation 4. Skill in providing first-level troubleshooting and escalation support for incidents and service requests Page 3 of 6

4 5. Skill in resolving client calls, incidents, and service tickets using advanced analytical and problem-solving skills in a specific area of technical expertise 6. Skill in adhering to and training others in procedures related to a specific area of technical expertise 7. Skill in oral and written communications 8. Skill in providing technical support via multiple channels (phone, , instant messaging, web, and remote desktop) 9. Skill in accurately documenting and maintaining technical solutions within a technical information database (knowledge base) 10. Skill in managing and prioritizing work assignments in a fast-paced work environment 11. Skill in maintaining accurate, current information within an IT Service Management system 12. Skill in opening and closing service calls within an IT Service Management system 13. Skill in using reporting tools, pivot tables, dashboards and database structure query language(s) in advanced report writing for data analysis and data visualization 14. Skill in using an Automated Call Distribution system to manage call routing strategy and monitor incoming call distribution and support center personnel activity 15. Skill in managing and using monitoring tools for effective delivery of remote desktop support by support center personnel 16. Skill in managing and adhering to security requirements and standards of operation for information systems accounts management and data access management 17. Skill in managing the work flow of subordinate staff and developing weekly work schedules 18. Skill in monitoring operating performance and taking action to resolve problems 19. Skill in managing service level commitments 20. Skill in maintaining adequate staffing models for high-volume Support Center or Call Center 21. Skill in adhering to and training others in procedures related to Support Center or Call Center operations 22. Skill in coaching subordinates to improve personal performance C. Abilities 1. Ability to assist Support Center Specialists/Analysts by responding directly to client calls 2. Ability to provide rapid response to reports of service interruptions, outages and service requests received via multiple communications channels (telephone, , chat, instant messaging, and web) 3. Ability to appropriately record required user and incident information in the IT Service Management System 4. Ability to troubleshoot and monitor customer technical incidents in a remote support environment 5. Ability to help customers resolve technical incidents within a timely manner 6. Ability to document incidents, requests and resolutions within IT Service Management System 7. Ability to analyze logs and spot common trends and underlying problems 8. Ability to determine the most effective manner to resolve the client s reported incident 9. Ability to elevate complex and/or high priority incidents to the appropriate support groups for resolution 10. Ability to track the status of all open service tickets using the IT Service Management System 11. Ability to verify that suggested solutions effectively resolve the users reported incidents 12. Ability to effectively communicate with customers via multiple communications channel 13. Ability to maintain effective working relationships with management, department, user and contracted personnel 14. Ability to receive, execute and effectively communicate complex oral and written instructions 15. Ability to perform application, hardware, software and connectivity troubleshooting within a Page 4 of 6

5 Support Center (remote support) environment 16. Ability to independently resolve most assigned service tickets using available resources 17. Ability to maintain and ensure the integrity of data contained within the Support Center/Service Desk software and monitoring tools 18. Ability to manage and maintain routine and customized reports on service request call volumes, problems, client activity and ad-hoc operational and management reports using an approved reporting tool set 19. Ability to analyze data contained within reports; identify opportunities for improvement / efficiency and recommend changes and enhancements 20. Ability to use reporting tools, pivot tables, dashboards and database structured query language(s) for advance report writing for data analysis and data visualization 21. Ability to use Automated Call Distribution system to manage call routing strategy and monitor incoming call distribution and support center personnel activity 22. Ability to adhere to and apply security requirements and standards of operation for information systems accounts management and data access management 23. Ability to coordinate exchange of data with other information systems 24. Ability to design and maintain procedures for data entry and report generation 25. Ability to provide training on proper procedures for data entry into Support Center/Service Desk software and monitoring tools 26. Ability to establish procedures for data backup and recovery, test procedures and verify procedures are being followed for Support Center/Service Desk software and monitoring tools 27. Ability to maintain confidentiality 28. Ability to supervise daily operational activities within the Support Center 29. Ability to develop weekly work schedules to ensure adequate staffing of the Support Center 30. Ability to monitor performance and take actions to resolve problems 31. Ability to develop training plans for subordinates 32. Ability to guide subordinates to improve personal performance 33. Ability to ensure service level commitments are met 34. Ability to assist Technology Services Coordinator in evaluation/improvement of Support Center 35. Ability to perform the functions of the IT Support Center Specialist/Analyst when required 36. Ability to maintain an appropriate work pace, focus on routine tasks without distraction and complete assigned tasks within expected time frame 37. Ability to answer phones and provide phone support for extended periods of time 38. Ability to sit and/or work at a computer or office desk for extended periods of time 39. Ability to work varied hours in addition to normal work schedule Working Conditions The below stated working conditions are intended to provide a general overview of the environmental conditions inherent in the job setting, as well as the physical, mental, and sensory requirements necessary to perform the essential functions of positions in the noted job title. A more detailed description will be made available at the position (PCN) level. NOTE: Per HR Policy 6.19, Americans with Disabilities, the City follows the requirements of the Americans with Disabilities Act (ADA) in all hiring and employment decisions. The City shall not discriminate on the basis of disability in its hiring and employment practices. The City shall make reasonable accommodations for the known physical or mental limitations of a qualified applicant or employee with a disability upon request unless the accommodation would cause an undue hardship on the operation of the City s business. Page 5 of 6

6 Physical Requirements: Physical refers to the requirement for physical exertion and coordination of limb and body movement. Requires sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis and routine keyboard operations. Mental Requirements: Mental refers to the degree that the job involves cognitive activities, and use of mental processes Performs professional level work requiring the application of principles and practices of a wide range of administrative, technical, or managerial methods in the solution of administrative or technical problems; applies extensive understanding of operating policies and procedures to solve complex administrative problems; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure. Environmental Conditions: Environmental refers to job conditions inherent to the job setting, including those that may lead to injury or health hazards even though precautions have been taken. This job involves a risk of limited to no exposure to any environmental hazards. Sensory Requirements: Sensory refers to hearing, sight, touch, taste, and smell required by the job. The job requires normal visual acuity, and field of vision, hearing, and speaking. Page 6 of 6