Technical Support Supervisor

Pay Range:

$71,000.00 - $117,150.00

Pay Per Hour:

$85,000.00

Supervisory Organization:

Principal Manager, Client Services

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75201

FLSA:

Non - Exempt

Professionals:

01 - Official Administrator (EEO-4-United States of America), 1C - Supervisors (EEO-SubCategory)

General Summary:

The Technical Support Supervisor ensures smooth computer operations and the effective delivery of desktop support services, enabling end-users to perform their business tasks efficiently. The incumbent supervises daily Technical Support operations, manages incident and request workflows, assigns work to Technical Support personnel, monitors employee performance and compliance, and serves as the primary operational escalation point for complex technical issues.
This position functions as a working supervisor and actively participates in advanced desktop support activities while providing leadership, guidance, and oversight to Technical Support staff. The incumbent works closely with the Client Services management to ensure service levels, operational objectives, and customer expectations are achieved.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise daily Technical Support operations, including assigning work, establishing priorities, monitoring workloads, coordinating technician schedules and on-call assignments, and ensuring timely resolution of incidents, service requests, and project-related tasks.

• Conduct employee performance evaluations, establish performance expectations, provide coaching and mentoring, monitor employee attendance, productivity, and compliance, and recommend training, disciplinary actions, promotions, and other personnel-related decisions.

• Serve as the primary operational escalation point for complex incidents, major outages, service disruptions, and issues not resolved by Technical Support personnel. Manage incident, request, and problem management activities to ensure compliance with service level agreements, departmental procedures, documentation standards, and ticket quality requirements.

• Perform advanced technical support activities, including the installation, configuration, maintenance, troubleshooting, and support of desktops, laptops, printers, scanners, monitors, mobile devices, conference room technology, operating systems, Microsoft 365 applications, and related workstation technologies.

• Create and maintain desktop images, hardware drivers, PowerShell scripts, and other technical solutions that improve workstation reliability, performance, security, and operational efficiency.

• Research, evaluate, and recommend emerging technologies, workstation standards, system upgrades, and process improvements to enhance service delivery, operational effectiveness, and end-user productivity.

• Coordinate and provide technical support for executive leadership, Board Members, Board meetings, and other high-profile events, ensuring appropriate technical coverage and timely resolution of technology-related issues.

• Ensure compliance with agency policies, technology standards, security requirements, asset management practices, and operational procedures, and perform other related duties as assigned.

• Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

• Bachelor’s degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field.

• Three (3) years of experience in desktop support, service desk operations, or a related technical environment.

• Two (2) years of experience supervising personnel, coordinating staff activities, leading technical teams, or serving in a team lead capacity preferred.

• Current CompTIA A+ certification within the past three (3) years required.

• ITIL 4.0 certification – required.

• Possess a valid Texas driver’s license to operate DART non-revenue vehicles. 

• Pass a physical (medical) examination that includes a drug screen. 

• Advanced knowledge of Windows, macOS, Linux, iOS, Android, Microsoft 365, desktop hardware, and enterprise support technologies.

• Strong knowledge of incident management, service management, and desktop support operations.

• Ability to supervise daily operations while actively performing technical support duties.

• Ability to assign work, monitor performance, and ensure compliance with operational standards.

• Ability to communicate effectively with employees, customers, executive leadership, and Board Members.

• Ability to analyze operational issues and implement practical solutions.

• Ability to build productive relationships and maintain a customer-focused environment.

WORKING CONDITIONS:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V