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Technical Support Supervisor

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Technical Support Supervisor

Salary

$43.90 - $57.95 Hourly

Location

City of Thornton; City Hall, CO

Job Type

Regular Full-Time

Job Number

25156

Department

Management Services

Division

Information Technology

Opening Date

05/19/2025

Closing Date

6/9/2025 5:00 PM Mountain

FLSA

Non-Exempt

WORK HOURS

STANDARD 40 HOUR WORKWEEK

PROBATION

ONE YEAR (IF NOT CURRENTLY A CERTIFIED EMPLOYEE)

STATUS 2

FLSA NON-EXEMPT/CAREER SERVICE INCLUDED

BENEFITS

SEE BENEFITS TAB

+ Description

+ Benefits

+ Questions

ABOUT THE POSITION

The Technical Support Supervisor plays a key role in leading a dynamic team responsible for delivering technical support and managing endpoint devices across all City departments—including Police, Fire, Parks, City Council, and more. This is a hands-on leadership role, where the supervisor is expected to actively support the team as needed.

The team's work includes a mix of phone-based support, in-person assistance, and technical projects, ensuring that no two days are the same. Common projects include annual hardware refreshes, onboarding of new city buildings, and other strategic initiatives. Additionally, the Technical Support Supervisor oversees the Technical Services budget related to hardware replacements and reports directly to the IT Director.

ABOUT THE TEAM

The Technical Services Team is a vital part of the Information Technology Division within the Management Services Department. The team includes seven members: five Technical Support Specialists, one Desktop Administrator, and the Technical Support Supervisor.

We work closely with employees across the organization to ensure they have the technology and support needed to serve the community effectively. Our team’s diverse backgrounds and skills enhance our ability to deliver high-quality service. We value growth, collaboration, and continuous learning within both the Tech Desk Team and the broader IT Division.

ABOUT YOU

The ideal candidate is a proactive, resourceful leader with a passion for technology and team development. You are a strong communicator with a positive, team-first mindset. You take initiative, are eager to learn, and understand the balance between independent problem-solving and collaboration.

Your supervisory experience, combined with a commitment to customer service and innovation, will help drive the team’s success. If you're excited to lead a talented, supportive, and fun group of professionals, we look forward to meeting you!

GENERAL SUMMARY

Under general direction, supervises the daily operations of the Technical Support team, Service Desk operation, desktop and peripheral technology support, Information Technology (“IT”) asset management and general administrative activities, and customer service; this includes performing complex and specialized enterprise-level diagnosis, troubleshooting, repair, maintenance and deployment, installation of software applications and providing/overseeing assistance to users throughout all city departments.

ESSENTIAL FUNCTIONS

( Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. The list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

Participates in the development of operational processes, standards, documentation, resource management, quality assurance, vendor and customer management, project management, and tactical and strategic functions as required to accomplish organizational objectives and maintain IT operations.

Coordinates and supervises the organization, staffing, operational activities, functions, and services of the city's IT Tech Desk, desktop and peripheral technology support effort (including maintenance, repair, deployment, response to service requests and installation of software).

Supervises and directs the activities of assigned staff; makes recommendations regarding hiring, discipline, termination or advancement of employees. Schedules employees, assigns work, and monitors progress; guides, trains and develops employees in the accomplishment of their duties and professional growth; evaluates performance.

Oversees and administers the coordination of service requests among the various teams, performance metrics development, quality control reporting and management, customer service management, issue resolution and response coordination between end-users and IT staff and management.

Participates in the daily functions to support city staff by answering calls, opening and working support tickets, installation of hardware and software, and all other support functions as needed. This includes being an escalation point for the Technical Support team to research, diagnose, troubleshoot and resolve difficult customer issues in an accurate and timely manner. Will be responsible to work with various systems, networks, hardware, and software and following standard procedures to escalate unresolved issues to appropriate internal departments.

Assists in developing and administering the processes, procedures, and activities pertaining to the full lifecycle of IT assets as deployed within the enterprise. This may include researching and forecasting users’ needs/capacities and strategically planning for the growth of the city’s enterprise network (as it pertains to end-user equipment) for the delivery of voice and data services.

Participates in the coordination and provision of training and assistance to end users (as it pertains to equipment and software relating to voice and data services).

Maintains expert knowledge of personal computer system hardware, mobile devices, operating systems, and standard software packages.

Maintain a detailed knowledge of cabling systems and other LAN and WAN technologies/devices specific to city facilities.

Maintain detailed knowledge of cellular devices, SIM cards and the deployment of phones, tablets and mobile data terminals.

Knowledge of network management tools, virtualization technologies, general cyber security practices, and automated software deployment products for software distribution.

Coordinates, schedules, notifies, and monitors service-affecting activities; acts as a liaison between IT staff and city departments and/or multiple vendors with relation to the delivery of voice and data services.

Performs other duties as assigned.

QUALIFICATIONS

Education/Experience:

Associate's degree in Information Systems, Business Administration or related field from an accredited college or university; four years’ experience in an Information Technology technical support environment; two years of supervisory or lead experience. Equivalent combinations of education and experience may be considered.

Licensing/Certification Requirements:

A+ and the Network+ certifications required within the first year of employment. ITIL Foundations, MCP, and the Security+ certifications preferred.

Valid Colorado driver’s license with a safe driving record.

Knowledge, Skills, and Abilities:

Knowledge of the policies, procedures and goals of the city of Thornton and the department.

Knowledge of the general organization and operations of the city of Thornton.

Knowledge of latest versions of desktop operating systems and work product applications.

Knowledge of the principles and practices of computer and phone technical support and troubleshooting.

Knowledge of the principles and practices of organizational management, including resource management, budgeting, customer services, project management, quality control assurance, administrative and operational management, employee supervision, and training.

Knowledge of materials and equipment used in desktop technology administration, including hardware. software, and general support tools and resources.

Knowledge of industry best practices as they pertain to Information Technology service support and delivery.

Knowledge in project facilitation, planning, and general management functions.

Skill in personnel coaching, development, and performance management.

Skill in overseeing and administering the support and maintenance of desktop hardware and software including the use of remote desktop connections to provide immediate support.

Skill in researching and forecasting users’ needs/capacities and strategically planning for the growth of the city's enterprise network.

Skill in supervising the provision of and delivery of training and assistance to end users in voice and data services.

Skill in budgeting and fiscal management activities.

Skill in interpreting, understanding, and following technical manuals, standards, and guidelines.

Skill in time management, critical thinking, and problem-solving.

Ability to supervise, direct and train employees.

Ability to provide step-by-step technical assistance, both written and verbal.

Ability to listen well and communicate effectively orally and in writing with various audiences.

Ability to establish and maintain effective working relationships with city employees, other agencies, and the public including building trust with co-workers and customers.

Ability to regularly exercise significant discretion and independent judgment for daily operations.

Ability to prioritize tasks based on urgency and importance, including during incident response.

Ability to motivate for continuous improvement to include learning new skills, technologies, and processes.

Physical and Mental Requirements:

While performing the essential duties of this job, the employee is required to climb, balance, stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, finer grasp, feel, talk, hear, and make repetitive motions. This position is mostly medium work; exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. The employee is required to have close visual acuity. The employee is subject to both inside and outside environmental conditions.

TESTING PROCEDURES

Examinations may include but are not limited to application screening beyond minimum qualifications; written, oral, practical exercise or any combination thereof or other job related assessment deemed appropriate by Human Resources.

Your application will be used as a screening tool. Completeness and accuracy are important! Any false or untrue statements or material omissions in the application and related paperwork or during the selection process could disqualify you from consideration.

As a condition of employment, the city of Thornton conducts background investigations for all positions which may also include a review of credit report and/or driving record. A drug screen, physical, and/or psychological examination administered by a city-designated provider will be required for pre-determined positions.

The City of Thornton is an equal opportunity employer.

The City of Thornton offers employees an outstanding benefits package. Benefit eligibility is based on the status of the position. Please email [email protected] to receive a copy of our 2025 Benefits Guide.

Benefits offered may include the following depending on the job type/status of the position:

+ Health Insurance

+ Dental Insurance

+ Vision Insurance

+ Life, Dependent Life & Supplemental Life Insurance Options

+ Voluntary Accidental Death & Dismemberment Policy

+ Flexible Spending Plan

+ Retiree Health Savings Plan

+ Pension Plan & Deferred Compensation Plans

+ Short & Long-term Disability Plans

+ Paid Holidays

+ Vacation & Sick Leave

+ Multilingual Incentive Pay

+ Recreation Pass

+ Wellness Program - Learn more here (https://drive.google.com/file/d/1ecAZ5bF8G3UKkXFWVXFFrqVAbC4DQyjc/view?usp=sharing)

+ In-House Training Opportunities

+ Tuition Reimbursement

+ Employee Assistance Program

+ Flexible Schedules

+ Hybrid Schedules