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Technical Support Supervisor

Expired Job

City Of San Mateo, CA San Mateo , CA 94401

Posted 5 months ago

San Francisco/Peninsula

Job Type

Full-Time

Close Date
8/15/2018 at 5pm or until 50 applicants

Salary

$9,153 Monthly

Additional Questionnaires

Pre-qualification, Supplemental

About San Mateo

San Mateo is a city of approximately 100,000 residents located in Silicon Valley. One of the City's strengths is its diversity, both in the ethnic makeup and the physical development of the community. San Mateo has a vibrant business and retail environment with national and international businesses, two major shopping centers and an active downtown.

You would be joining over 500 people whose mission it is to serve the San Mateo community with a collaborative, innovative and professional spirit. We are looking for someone who embodies our shared values of respect, creativity, inclusivity, transparency, and integrity in their words and actions.

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Please review the special instructions before applying for this job opportunity.

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Location
330 West 20th Avenue San Mateo, 94403

Description

The City of San Mateo is now accepting applications for the position of:

Technical Support Supervisor

Recruitment will close by Wednesday, August 15, 2018, at 5:00 p.m., or upon receipt of the first 50 application packages, whichever occurs first

Why Join our Department?

The Department of Information Technology's mission is to provide IT services and technology consulting for City Departments through innovation, collaboration and professionalism. We offer a great working environment with opportunities to apply and advance your technical skills, as a supervisory-level employee with significant responsibility.

The department is composed of four functional units: Systems and Networks, Business Consulting, GIS, and Customer Support. Systems and Networks maintains the server and network infrastructure throughout the City. Business Consulting is responsible for the implementation, support, and maintenance of City-wide software applications such as content/document management, City-wide permitting, human resources/payroll, and financials. The GIS unit is responsible for City-wide GIS and mapping applications.

The person hired for this position will supervise the Customer Support unit, which provides front line user support for all staff, Citywide. They will also be responsible for end user training, end-point management and the installation/replacement of desktop hardware and software.

Respect, creativity, integrity, transparency and inclusivity are attributes important to the Department that we are seeking in the candidates.

Look to some of the reasons why the City of San Mateo is a great place to work:

https://youtu.be/XNAF7GZUNl8?list=PL3QUX6-y-89-D28g895DzvObmoD89Dqdn

What You'll Do

Under general direction, this classification oversees, coordinates and participates in the operation and tasks of the Customer Support (Help Desk) unit of the Department of Information Technology. This is a supervisory classification providing professional and highly responsive customer service to internal departments and staff, following IT Department best practices.

  • Plan, organize, schedule and supervise day to day end user support activities. In coordination with other IT divisions, define and direct the processes and practices of end user customer support.

  • Perform highly technical work pertaining to troubleshooting and remediating end user problems with personal computers, phones, printers, desktop Office and other software applications, cloud software, and other technology.

  • Use the customer service case management system to monitor, maintain, measure and report on customer service performance. Use the case system, surveys, and other tools to produce performance metrics including customer satisfaction.

  • Ensure all reported customer issues and concerns are addressed in a timely manner, encouraging involvement from all departmental staff and fostering a positive team environment across the IT department. Work to ensure the end user is satisfied with the outcome. Foster excellent customer relations and service at all times.

  • Recommend, manage and schedule training and workforce development for the technical support help desk team.

  • May participate in procurement and/or management of 'end point' assets such as personal computers, tablets, and phones. May participate in drafting of administrative reports and negotiation of purchasing contracts.

  • Participate in the installation, maintenance and repair of all City personal computers, VoIP and other telephones, printers, and other computer equipment and peripherals. In coordination with the Systems and Networks division and/or other IT staff, ensure proper provisioning, PC/end point security and maintenance for all end user PCs.

  • Participate in the management of vendor service contracts/agreements, and warranties related to PCs and customer support systems.

For a complete list of duties, reference our job specifications at www.cityofsanmateo.org

Job Announcement URL:

https://www.cityofsanmateo.org/DocumentCenter/View/65577/Technical-Support-Super...

Ideal Candidate

Who You Are

  • A highly motivated individual possessing knowledge of computer, server, cloud, and network fundamentals.

  • An individual familiar with the fundamentals of information security policies, standards, and practices.

  • A strong oral and written communicator.

  • A customer support professional ready and able to implement end user support procedures and best practices, including; end user case management, endpoint provisioning, PC management and maintenance, malware remediation, and maintenance of support documentation (KB, Wiki articles, response procedures).

  • An individual familiar with principles and techniques of supervision, training and performance evaluations.

  • A team player, able to use flexibility, cooperation, and communication to the benefit of the department and the City.

What You Bring

  • You possess at least one year of experience comparable to that of a Senior Information Systems Technician in the City of San Mateo, along with a minimum one year in a lead role, providing technical and functional supervision of staff.

  • You have the equivalent to graduation from an accredited two-year college or university with major course work in computer science or related field or equivalent; experience performing work similar to the typical duties described above.

  • Possession of, or ability to obtain, a valid California driver's license.

Bonus Points (highly desirable)

  • B.S. Computer Science or equivalent experience.

  • Microsoft Certified Professional (MCP).

Benefits

What We Offer

  • Comprehensive benefits package including generous paid leave and health benefits

  • CalPERS retirement (2% @ 55 for classic members; 2% @ 62 for new members. Classic employees contribute 7.5% to CalPERS and New members contribute 6.25% to CalPERS with participation in the Social Security Program

  • City contribution of 1.5% of base salary to Deferred Compensation and will match up to 1% Employee contribution

  • Free Fitness classes through City of San Mateo Parks and Recreation, Employee Assistance Program and Credit Union Membership

  • Bilingual Differential $195 monthly (if applicable)

  • This classification is represented by the San Mateo Management Employees Association

Visit www.cityofsanmateo.org for additional information regarding job specifications, bargaining unit agreements and benefits.

Special Instructions

Are You Ready? Apply.

Submit an online application, rsum, and supplemental questionnaire at www.calopps.org or to the Human Resources Department, City of San Mateo, 330 W. 20th Avenue, San Mateo, CA 94403, (650) 522-7260.

Application Deadline:

Recruitment will close by Wednesday, August 15, 2018 @ 5:00 p.m. or upon receipt of the first 50 applications, rsums, and supplemental questionnaires, whichever occurs first.

Examination Process

All applications, rsums (required) and supplemental questionnaires received will be reviewed for minimum qualifications. A limited number of the most highly qualified applicants will be invited to participate in the examination process which may consist of an oral panel interview tentatively scheduled for August 31, 2018.

An eligible list will be established for those who pass the examination process. Current and future vacancies may be filled from this list. The list will remain in effect for at least 6 months with the possibility of an extension for an additional 6 months. Once placed on an eligible list, and at the time a vacancy occurs, eligible candidates may be contacted by the hiring department and scheduled for additional department interviews.


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Technical Support Supervisor

Expired Job

City Of San Mateo, CA