Information Systems Supervisor - Help Desk

About This Role

Supervise a Help Desk team responsible for providing end-user support, troubleshooting, and ticket management for the Missouri Department of Transportation. This role focuses on process improvement, team mentorship, and ensuring seamless technology experiences for staff.

Responsibilities

• Lead Help Desk Operations: Oversee call center and ticket queues, set priorities, enforce response standards, and analyze trends to ensure timely resolution of technical issues.
• Manage audio/video support for conferences and meetings, administer system and application access for statewide users, and implement process improvements to enhance efficiency and service quality.
• Provide Technical Oversight: Direct troubleshooting, installation, configuration, and maintenance of hardware and software.
• Manage OS upgrades, desktop/laptop replacements, and desktop applications, including related budgets.
• Coordinate and Communicate Across Teams: Facilitate collaboration between Help Desk, IS teams, and other divisions to deliver consistent messaging, resolve compatibility issues, and recommend solutions for evolving technology needs.
• Develop Processes and Drive Continuous Improvement: Create and maintain procedures for software renewals, upgrades, and ticket reporting. Identify opportunities for improvements and consistency across the organization.
• Lead and Mentor Your Team: Set clear expectations, fostering open communication, and promoting accountability.
• Drive a culture of service excellence and professional growth through coaching, performance feedback, and recognition.
• Assess skill gaps, develop and implement training plans, ensure cross-training for resource efficiency, and support employee development.

Requirements

• Bachelor's Degree in Computer Science, Computer Information Systems, Business Administration, or related field AND six years of progressive experience in information systems OR Ten years of increasingly responsible professional experience in positions related to information systems

Qualifications

• Bachelor's Degree: Computer Science, Computer Information Systems, Business Administration, or related field
• Six years of progressive experience in information systems, OR Ten years of increasingly responsible professional experience in positions related to information systems.

Nice to Have

• Experience with help desk support
• Experience leading a team, projects, or supervisor experience
• Excellent communication, planning, time management, organizational and leadership skills
• Ability to lead a team, provide direction and take forward-thinking initiative
• Ability to collaborate with varying levels of professional staff, consultants, and stakeholders

Benefits