IT Desktop Support Supervisor (0367) - Southwest Florida : Job Details

Work for Our Water Resources. Help protect one of Florida's most vital resources - water - with a career at the Southwest Florida Water Management District (District). The District is a government agency whose mission is to protect water resources, minimize flood risks, and ensure the public's water needs are met. We serve a population of nearly 6 million people in west-central Florida as directed by state law. Join our Information Technology Bureau Support the District's Technology Services section by coaching and mentoring the Desktop Support staff as needed and coordinating their activities.The Desktop Support Supervisor will also provide technical support by assisting in software upgrades, critical vulnerability remediation, and troubleshooting and resolving user issues. The District supports employees who prefer flexible schedule so that they can enjoy their time outside of the District through work-life balance. Come build a career that is challenging, fulfilling, and helps support the District's mission to protect Florida's water resources. District employees are offered an excellent total rewards package that includes:

• Florida Retirement System (FRS) District Total Contribution 13.63%
• 9 paid holidays (+ 1 floating holiday)
• Generous vacation and sick leave
• Paid Parental Leave, including Maternity, Bonding and Family Supportive Work Program
• Medical and dental insurance (91- 97% District paid)
• Vision insurance
• Deferred compensation Program
• Basic and voluntary life and AD&D insurance
• Long-term disability (District Paid)
• Prescription drug coverage & mail order program
• Health savings & flexible spending accounts

• Flexible schedule for Work-life balance
• Legal and Identity Theft protection
• Wellness program
• Public service loan forgiveness qualified employer
• Tuition reimbursement ($5,250/year)
• State adoption benefit qualified employer
• Employee Assistance Program (EAP)
• Transfer in years of service for other public sector work - towards the FRS program and sick time

Compensation:Desktop Support Supervisor 1 $63,000.00 - $74,000.00 Desktop Support Supervisor 2 $75,000.00 - $85,000.00 Desktop Support Supervisor 3 $85,000.00 - $97,500.00 The starting salary range for the IT Supervisor position reflects the minimum to 50% of the compensation. The starting salary will be based on the education and experience of the successful candidate. The District conducts annual performance evaluations that may award applicable pay increases based on positive employee performance. Essential Functions Desktop Supervision:

• Direct, monitor, and evaluate a staff of 5 technicians and student interns in their performance of assigned tasks. This includes delegating tasks, tracking progress of assignments, and ensuring deadlines are met.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
• Monitor customer feedback, address concerns, and enhance client satisfaction.
• Generate productivity reports (daily, weekly, monthly) on response times and resolutions.
• Review ITB procedures for enhancements and develop processes and procedures to ensure consistent, positive outcomes.
• Discusses job performance, training opportunities, and goals with employees throughout the year.
• Recruit, interview, and select candidates for employment.

Desktop Support:

• Provide technicians with guidance in handling difficult or complex problems and fill in for technicians as needed. This includes:
  • Performing operational tasks necessary to maintain customer hardware and software availability.
  • Installing and Configuring desktops, laptops, mobile devices, and associated peripherals and related Software.
  • Provides hands-on and remote support for customers requiring access to applications throughout the District, including onsite technical assistance to End Users, break fixes, data migration, hardware refreshes, etc.
• Provide technical support by assisting in software upgrades, critical vulnerability remediation, and troubleshooting and resolving user issues.
• Resolve technical issues using creative thinking, information technology best practices, system documentation, and vendor support.
• Manage ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up.
• Perform software risk analyses for new purchases and annual renewals of software.
• Coordinates reconfiguration & relocation of customers with General Services.
• Coordinates a seamless & personal on-boarding experience; creating positive high touch experience for new District staff.
• Conduct one-on-one and/or large group trainings and produce how-to documentation.
• Coordinate and provide input in the IT budget by gathering customer needs and purchasing and maintaining hardware that meet those needs. This includes new requirements and computer lifecycle replacements for staff use and special purpose devices throughout the District.
• Inventory and track computer equipment throughout its lifecycle.

Project Tasks:

• Participate in IT projects in various roles to include communication, coordination and facilitation of different tasks or needs.

Working ConditionsPhysical, Visual Acuity Requirements:Medium Work, General, Stooping, Crouching, Reaching, Standing, Walking, Pushing, Pulling, Lifting, Fingering, Talking, Hearing, Repetitive Motion Working Environmental Conditions:Inside, None Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee may be subject to call-in outside of regularly scheduled work hours, or required to be on call, including on nights, weekends or holidays, to respond to emergency management activities or other incidents requiring rapid response in support of District operations. Required Credentials for Desktop Support Supervisor OpportunitiesDesktop Support Supervisor 1

• Bachelors degree (or higher) in Information Technology or related field
• Four (4) years Information Technology related work experience
• Equivalent combination of experience and education is accepted
• Valid driver's license

Desktop Support Supervisor 2

• Bachelors degree (or higher) in Information Technology or related field
• Six (6) years Information Technology related work experience
• Equivalent combination of experience and education is accepted
• Valid driver's license

Desktop Support Supervisor 3

• Masters degree (or higher) in Information Technology or related field
• Eight (8) years Information Technology related work experience
• Equivalent combination of experience and education is accepted
• Valid driver's license

Application Process The District will determine eligibility for employment solely from the information provided on a District employment application. All applicants are required to complete, in full, the District employment application. Incomplete applications will not be considered. A resume will not be considered as a substitute for the required District application for the purpose of qualification. Applicants who are within 30 days of graduation, if selected are not allowed to start until all minimum qualifications are met. Additional Details This position is typically scheduled to work 40 hours per week, Monday to Friday, out of the Brooksville, FL office. This position is eligible for compensatory time for hours worked over 40 hours, in a week. Travel Required Yes. Some travel, using District vehicle, within District's coverage area. Accepting applications until December 2, 2024 at 4:00 PMAbout Us The District is responsible for managing the water resources for west central Florida which includes approximately 10,000 square miles of territory spanning 16 counties and serving more than 6 million residents. Established in 1961 as a flood-protection agency, our objective is to meet the needs of current and future water users, protect and preserve our water resources, manage the water supply, protect water quality, and preserve water-related functions. Apply Now Start and grow your career with the District! The District prides itself on providing a positive work environment that engages and supports our employees through flexible and remote work schedules. We provide and support learning and development for staff at all levels including conferences, association memberships, and formal education. Let us know if you have previous public sector experience that may allow for additional perks! Click on the link to apply. #WorkForOurWaterEqual Employment Opportunity/Veterans Preference/Drug-Free Workplace/Tobacco Free Campuses. All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, or medical condition. All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge and abilities, and the feasibility of any necessary job accommodation(s). The Southwest Florida Water Management District (District) does not discriminate on the basis of disability in regard to job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the District to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Human Resources Office Chief, at 2379 Broad St., Brooksville, FL 34604-6899; telephone (352) ###-#### or 1-800-###-#### (FL only); or email [email protected]. If you are hearing or speech impaired, please contact the agency using the Florida Relay Service, 1-800-###-#### (TDD) or 1-800-###-#### (Voice). In the event of a complaint, please follow the grievance procedure located at WaterMatters.org/ADA. The District participates in E-Verify employment eligibility verification. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. The District does not sponsor applicants for work visas.