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- Make a meaningful impact in your community
- Work with a passionate, mission-driven team
- Enjoy flexible scheduling and professional development opportunities
- Be empowered to innovate and lead digital transformation
Position Overview
About the Role
Step into a leadership role where your expertise shapes the frontline of technical support for the entire Agency. As the IT Service Desk Supervisor, you’ll guide a high-performing team, oversee Tier 2 and Tier 3 operations, and ensure end users receive timely, effective, and customer-focused support. This is a hands-on leadership position for someone who thrives in a fast-paced environment, enjoys developing people, and is passionate about delivering exceptional service.
You’ll manage daily operations, refine service delivery processes, and uphold the highest standards of customer service—all while helping drive the Agency’s technology strategy forward.
- Plan, organize, and direct the daily operations of the IT Service Desk, including Tier 2 and Tier 3 support.
- Perform all supervisory and administrative duties associated with service desk operations.
- Coordinate incident intake, triage, escalation, and resolution to ensure timely support for end users.
- Oversee service delivery processes and monitor performance to maintain established service levels.
- Ensure consistent adherence to customer service standards and departmental guidelines.
- Understand, delegate, and monitor the team’s workload and priorities.
- Provide employee growth opportunities and support professional development.
- Manage schedules and review, approve, and sign off on employee timecards.
- Prepare for and conduct team meetings, training sessions, and performance evaluations.
- Maintain proper IT service delivery controls and ensure policies and procedures are documented and followed.
- Ensure compliance with Clerk, State, and local laws, rules, and regulations.
- Monitor and report on daily and monthly team performance, highlighting priorities and backlog.
- Utilize statistical reports and management tools to improve efficiency and effectiveness.
- Strong written and oral communication skills.
- Effective interpersonal skills and strong customer service orientation.
- Ability to present ideas clearly in business-friendly language.
- Strong analytical and problem-solving abilities.
- High attention to detail.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Solid understanding of ITIL principles.
Education & Experience
For a complete job description, click here .
- Associate degree in Management or Information Technology, or two years of experience in a technical support supervisory role required. Equivalent combinations of education, training, and relevant work experience that demonstrate the ability to perform the responsibilities of this role will be considered.
- 2 years of supervisory experience required.
- ITIL and Technical certifications are preferred.
- This position requires a minimum two year term and successful completion of the associated training plan prior to promotion eligibility
Supplemental Information
The Clerk's office offers a competitive benefits package including:
- Superior health care plans with low premiums
- Competitive retirement and pension plans - Florida Retirement System and 457 deferred compensation options
- Generous paid time off, paid holidays, birthday leave, and volunteer time
- Our Wellness Program gives employees incentives, tools, social support, and strategies to adopt and maintain a healthy lifestyle
- We are a qualifying employer for Public Service Loan Forgiveness Program
Applicants must be authorized to work for ANY employer in the U.S. Our organization is unable to sponsor or takeover sponsorship of an employment Visa.
Note: Vacancy postings may be closed at any time based on business needs. Applicants who have applied will be notified.
