Position: Help Desk Supervisor Agency: Information Technology Services

Minimum Qualifications:
Associate degree in Information Technology or related field; and three or more years of IT support/helpdesk experience,
including at least one year in a supervisory or lead role; or equivalent combination of education and experience.
Additional Qualifications (Agency/Dept. Qualifications):
Valid driver’s license. Technical leadership. Customer service focus. Analytical problem solver. Advanced technical
troubleshooting. Strong knowledge of Windows environments, Microsoft 365, Active Directory, networking (TCP / IP,
DNS, DHCP), VoIP systems, printers and endpoint hardware.

Hours: Core Business Hours: 8:00 a.m. – 5:00 p.m., Monday – Friday, 35 hours per week

Salary: $73,000 to $78,000

Summary:
The Helpdesk Supervisor oversees daily IT Helpdesk operations, ensuring timely and effective support for end users. This
role manages Helpdesk staff, monitors ticket resolution, and serves as an escalation point for complex issues. The
supervisor enforces IT policies, promotes customer service excellence, and ensures support activities align with
organizational security and compliance requirements.
Duties:
 Demonstrates regular and predictable attendance.
 Promotes and maintains positive and effective working relationships within County offices/departments as well as the
general public.
 Supervise Helpdesk staff including scheduling, training, mentoring, and performance management.
 Monitor Helpdesk ticketing system to ensure requests are prioritized, tracked, and resolved within established SLAs.
 Serve as the primary escalation point for complex technical or customer service issues.
 Ensure Helpdesk procedures and documentation are accurate, current, and aligned with IT security/compliance
standards.
 Conduct regular quality checks to confirm tickets are being resolved with professionalism, accuracy, and in
compliance with data handling policies.
 Assist in developing and implementing Helpdesk performance metrics and reporting to IT leadership.
 Monitor outstanding escalated tickets that may cause delays or issues and follow up with the responsible IT teams to
ensure timely resolution.
 Support IT projects by ensuring Helpdesk team readiness, training, and communication to end users.
 Maintain an emphasis on customer service, communication, and continuous improvement.
 Contribute to disaster recovery and incident response readiness by ensuring Helpdesk team awareness of procedures.

SUPERVISORY RESPONSIBILITIES - Helpdesk Technicians
Application Procedures: Submit completed application, resume and cover letter to the Licking County Human
Resources Department, 20 South Second Street, 3 rd Floor, Newark, Ohio 43055. Applications can be obtained in person in
the Human Resources Department between 8:00 a.m. and 4:30 p.m. daily or printed from the web site at
www.lickingcounty.gov . Applications can also be e-mailed to lchr-careers@lickingcounty.gov or faxed to 740-670-5138.
Successful candidates will be subject to Licking County’s pre-employment drug screen and background check.

Licking County is an Equal Opportunity Employer.