Job Title: IT Service Desk Supervisor (40 hrs./Exempt/Full-time)

Location: Information Technology - Main Library

Starting Pay Range: $60,486.40-$101,836.80 annually (commensurate with experience)

Note: For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy

Our Commitment to Diversity

Open to all doesn’t just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that’s how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law.

At Columbus Metropolitan Library, we are striving to build a workforce that is as diverse as the communities we serve. Learn more about Our Employee Experience: Employee Experience.

What We Offer:

• A robust benefits package that supports your physical, mental, and financial well-being.
• Comprehensive medical, dental, and vision plans to meet your healthcare needs.
• A qualified employer for Public Service Loan Forgiveness.
• Access to mental health resources and employee assistance programs for your peace of mind.
• Generous paid time off and leave options to balance your work and personal life.
• Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
• A variety of voluntary and supplemental insurance plans to complement your lifestyle.

Comprehensive overview of our benefits: Employee Benefits.

About the Position:

Supervises all Service Desk personnel responsible for architecture design, deployment, and maintenance of the library's desktop infrastructure, including operating systems, desktop applications, and other information system related technologies as assigned.

Ensures high levels of customer service quality and availability by Service Desk support staff through effective incident management and efficient operations. Leads incident management and Service Desk operations. Oversees compliance with all policies and procedures to ensure consistent service levels and rapid problem resolution. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

Position Schedule

• Monday-Friday - 8am-5pm
• On-call 24x7 to respond to emergency calls regarding desktop support and to perform off-hours tasks.

What You’ll Do:

• Assists IT management in developing Service Desk strategy and direction.
• Supervises activities of Service Desk team members to ensure courteous, timely and effective resolution of end user issues.
• Leads Desktop Systems Engineers in developing and documenting ongoing standards for the desktop environment within a changing environment. Leads Desktop Systems Engineers in developing solutions for peripheral technologies including handheld devices, scanners, printers, and projectors.
• Partners with library stakeholders to understand staff desktop technology needs. Identifies ways to improve the efficiency and effectiveness of desktop technology solutions, and manages end-user expectations for new and upgraded desktop services.
• Assists in the development Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Collaborates with other departments to identify and/or procure Support Desk software for internal staff and external clients.
• Stays current on emerging products, services, protocols and standards in support of Support Desk technology procurement and development efforts.
• Acts as point-of-contact for vendors in the procurement of new technologies.
• Assists in preparing RFP's, bid proposals, contracts, scope of work reports, and other documentation for Service Desk and desktop projects.
• Ensures team compliance with request handling and escalation policies and procedures.
• Assists team leads in generating statistical reports around call and ticketing volumes.
• Leads Change Advisor Board (CAB) meetings to ensure IT change requests are completely in a timely manner.
• Ensures the accuracy, validity and integrity of the library’s inventory and asset management data as it pertains to the life cycle of the device (order, receiving, stock, deployment, move, retirement, and swap).
• Frequent travel to all library locations. Occasional travel to community functions, professional meetings and conferences.
• Performs additional duties as assigned including serving on task forces, committees, etc.

Minimum Qualifications:

• Associates Degree in Computer Science or related field, or 3 years’ related field experience, or combination of work experience and certifications in qualified fields (e.g. Help Desk and/or other technical background).
• 3-5 years of experience working in the Information Technology field in a medium to large enterprise environment. Experience should include end user support, desktop project leadership and associated technical tasks.
• Experience with various desktop support software solutions such as SCCM, anti-virus/spyware, inventory, and monitoring systems.
• Experience with supporting hardware for desktops such as printers, multifunction devices, scanners and monitors.
• Familiarity with networking concepts and systems configuration, imaging, monitoring and application packaging.
• Demonstrated understanding and knowledge of the ITIL process including Change, Incident, Problem, and Configuration Management and their interdependencies.
• Ability to relate well and build appropriate rapport and relationships with a variety of people in all levels of the organization, as well as people outside the organization.
• Experience with vendor relationship management, contract negotiation, contract administration, IT projects or asset management.
• Valid driver license which meets the minimum requirements of CML’s vehicle insurance policy and access to a personal vehicle to promptly report to varied work locations as assigned.

Working Conditions and Physical Demands

The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles (e.g., use of safe workplace practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions).

Work requires occasional lifting or pushing of up to 50 lbs. and the frequent lifting or pushing of up to 20 lbs.