IT Service Desk Supervisor (40 hrs.) Main Library
Leads the IT Service Desk team at Columbus Metropolitan Library's Main Library, supervising desktop support staff, incident management, and desktop infrastructure (OS, applications, peripherals). Core tech includes SCCM, ITIL processes, ticketing, and asset management; schedule is M-F 8-5 with 24x7 on-call.
- Compensation
- $60.5K–$101.8K / yr
- Location
- Information Technology, Main, Columbus, OH, US
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- Associate's Degree in Computer Science or related field, or 3 years' related experience, or combination of work experience and certifications (e.g. Help Desk / technical background)
- 3-5 years of IT experience in a medium to large enterprise environment, including end user support and desktop project leadership
- Experience with desktop support software such as SCCM, anti-virus/spyware, inventory, and monitoring systems
- Experience supporting desktop hardware such as printers, multifunction devices, scanners, and monitors
- Familiarity with networking concepts and systems configuration, imaging, monitoring, and application packaging
- Demonstrated understanding of ITIL processes including Change, Incident, Problem, and Configuration Management
- Ability to build rapport and relationships with people at all levels inside and outside the organization
- Experience with vendor relationship management, contract negotiation, contract administration, IT projects, or asset management
- Valid driver license meeting CML's vehicle insurance requirements and access to a personal vehicle to travel to varied work locations
Full description
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: .
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:
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.