NEOGOV · 10 hours ago
IT Supervisor - End Point Services
Salem, OR
Full-time
Onsite
Mid, Senior Level
$8,456.93/mo - $11,337.73/mo
4+ years expNEOGOV is looking for a dedicated IT Supervisor for their End User Support team at Marion County. This role involves supervising support staff, managing endpoint computers and systems, and ensuring efficient operations of the Technical Support Team while upholding the county's core values of integrity and customer service.
GovernmentSoftwareHuman ResourcesInformation TechnologyGovTech
No H1B
Responsibilities
Create standard operating procedures (SOP)s and training manuals for all existing and incoming team members to assist in their daily work
Implement and maintain ITIL Service Desk system
Monitor Service Desk and Field Support activities and respond to inquiries from all county departments
Provide technical troubleshooting and escalation as needed
Provide detailed analytics on technical performance and trends to Management
Management of the ticketing system, team ticketing queues and assignments, and ensuring resolution in a timely and accurate manner, with as little rework as possible
Implement Service Level Agreements (SLAs) and escalation processes
Manage and track: Incident Management, Knowledge Management, Customer Satisfaction, Service Level Management, and Request Management
Supervise Technical Support staff’s daily activities ensuring timely and professional delivery of technical support for calls with computers, core software products, network issues, desktop hardware, and related hardware peripherals
Plan, organize, and direct the work of Technical Support staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; review team member work for accuracy and timely completion of assigned duties
Ensure Service Desk provides consistent, high-quality, and professional service to the county
Mentor/Coach all department staff as needed to improve performance and morale
Ensure all Service Desk employees receive annual reviews and necessary feedback to provide career and growth opportunities, must be able to articulate areas where employees need improvement
Execute the end-point hardware lifecycle equipment replacement program ensuring an accurate and detailed inventory of endpoints
Create and execute End User Support management plan and budget
Monitor budget and project-related spending to ensure spending aligns with plans and budgets
Work with outside vendors as needed for any Service Desk/Tech projects
Ability to interface with executive-level management and give senior-level presentations
Define technology strategies, goals, and budget as a member of the IT Management Team
Interview prospective candidates for open positions
Able to cover the job responsibilities of IT Support Specialist and IT Support Technicians as needed
Train staff in new and existing procedures and develop work schedules, areas of responsibility, updated technology, and support procedures
Train via standard training tools and research new products that could better the Technical Support staff
Work with staff to schedule required training time
Implement best practices
Analyze Technical Support staff’s performance for calls, emails, walk-ups, etc
Track trending issues and produce statistical reports for management
Proactively identify process improvement opportunities, including end-user training tools, documentation, ticketing system, and internal training materials
Improve team multitasking, time management skills, and attention to detail
Define, implement, and monitor onboarding goals of new hires, leveraging zero-touch provisioning, automation, and vendor management
Participates in meetings, in-service training, workshops, etc. for the purpose of gathering information required to perform job functions
Performs other duties as assigned by the supervisor
Qualification
Required
Bachelor's degree in computer science, information science, management information systems, business administration or related field
Two years of IT project management or technically related experience
Two years of supervisory or three years lead experience in an IT-related field which may be concurrent with other required experience
Any satisfactory combination of work, education, training, or experience relevant to the position, as determined by Marion County
Must possess a current driver's license in the applicant's state of residence and an acceptable driving history
The finalist for this position will be required to pass a criminal history background check with fingerprinting
Preferred
Certification in Microsoft 365 or Azure Cloud technologies
Certified Project Management Professional (PMP), or other equivalent project management certifications
Two (2) or more years' experience working in an ITIL/ITSM environment
Benefits
Public Service Loan Forgiveness
Marion County offers a generous benefits package to regular employees working 50% or more of the regularly scheduled work week and their eligible dependents.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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