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Posting Date 02/28/25
Application Deadline 03/06/25
Pay Range Min - 1st Quartile - Mid - Max
$76,500.00 - $88,000.00 - $99,500.00 - $122,500.00
Job Type Unclassified
Department Sheriff
About the Position Are you looking for the opportunity to utilize your Technical Expertise to solve challenging and complex processes and projects? Join our IT team at Maricopa County Sheriff's Office. The IT Customer Service Desk Supervisor oversees and coordinates the daily operational activities of the Service Desk Support team in order to maintain 24/7 operations and ensure customer service requests and inquiries are fully addressed in a timely manner. This position is responsible for all activities relating to the delivery of first and second level customer service support for a wide range of technologies including desktop hardware, software, client applications, and licensing. The role requires extensive knowledge of ITIL standards and practices, implementing as appropriate to the needs and priorities of the MCSO organization. About the Maricopa County Sheriff's Office:
Do you possess integrity, strong interpersonal skills, and do you have a desire to serve your community? The Maricopa County Sheriff's Office (MCSO) invites you to become part of Arizona's leading law enforcement agency. We are seeking passionate individuals to join our team with a variety of openings for Civilian, Detention and Sworn personnel. We come together as a team to support and provide public safety. Compensation is more than a salary with MCSO:
Growth and stability since 1871 Choice of three medical plans - starting as low as $70/month Holidays - 10/year + 1 personal day Enrollment in Arizona State Retirement System Paid sick and parental leaves (birth/adoption) 10% discount at KinderCare facilities in the Valley and upcomingMCKids Club to serve County employees and their families exclusively MCSO Mentoring program to provide personal and professional growth opportunities for all employees. Access to free County gyms Learn more at Benefits Overview
POSITION QUALIFICATIONS Education
Bachelor's Degree in Computer Science, Information Technology, Business Management/Administration, or a related field
Experience
Five (5) years of experience in IT Service desk, desktop support, applications support or related, similar support
OR Combined education and experience qualifications
Preferred education and/or experience:
Lead or supervisory experience. Five (5) years of related work experience within a large scale, highly technical work environment which includes three (3) years in a management or supervisory capacity. Experience working in a law enforcement environment. Formal ITIL education and certification, experience with scripting and batch file creation; MS Windows 2008R2/2012R2/2016 Server administration and Active Directory; Group Policy Scripting.
Preferred training, certifications and/or other special requirements: Formal ITIL education and certification, experience with scripting and batch file creation; MS Windows 2008R2/2012R2/2016 Server administration and Active Directory; Group Policy Scripting. Other requirements
Must possess a valid Arizona driver's license or have the ability to obtain by the time of hire. Training that may be provided on-the-job: FEMA NIMS - IS100 and 700; Safety; Payroll; PREA. Prior to hiring, the Sheriff's Office requires that all candidates pass a background review.
Essential Job Tasks (This is not an all-inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned.)
Supervises the IT Service Desk staff; interviews and hires applicants; assigns and monitors workloads and schedules staff to ensure the service desk maintains 24/7 operations. Provides staff development, training, coaching, and employee performance appraisals. Provides operational goals and priorities, and monitors performances against defined metrics. Develops or refines processes to support continuous service improvement. Identifies, isolates, and resolves problems with information system products and services affecting customers. Maintains a dynamic knowledge base of practical and technical solutions to ensure that the organization's IT infrastructure is efficient and productive. Acts as a technical support liaison on critical projects; serves as an escalation point for complex technology issues as assigned by the commander or supervisor. Collaborates with external agency IT personnel to support customers with required access to non-MCSO law enforcement systems and accounts. Works with the Desktop Support team and other Technology Bureau support personnel and service desk software in order to prioritize and manage support calls. Engages with sworn and detention administrators of law enforcement applications and systems to support daily law enforcement operations and maintain account security. Recommends policy changes; develops or maintains NOC documentation as needed. Trains users in utilization of law enforcement systems and equipment; provides end-users with technical solutions. Assists in system disaster recovery activities. Acts as division commander as needed. Represents the department at meetings. Interacts daily with user community and applies exceptional service levels. Participates in special projects/duties as assigned by command staff. Is present at work site to perform tasks as scheduled or assigned by the commander.
Working Conditions Maricopa County is an EEO/ADA Reasonable Accommodation Employer. The following environments described are only representative of how the essential job tasks are currently performed or envisioned. As such, in order to accommodate a disability or limitation, the essential job tasks may be performed in ways other than described on these pages. Work occurs primarily indoors. Tasksrequire long periods of sitting as well as managinginterruptions, time pressures, and high work volumes. Position requires the ability to work on-call schedule to perform functions during non-business hours, weekends, and holidays. Interaction with all levels of internal and external customers occurs which entails ethical conduct and a professional demeanor. Work environment
Conditions may rarely include outdoors, temperatures above 90 degrees, chemicals/fumes, stairs or ladders, high noise level, dim lighting
Physical environment
Sitting, standing, walking Driving a vehicle Speaking, hearing, seeing, reading Distinguishing colors Bending/kneeling, reaching, twisting Climbing, crawling, crouching, balancing Precise dexterity Lifting floor to waist fifty (50) pounds Lifting waist to shoulder twenty-five (25) pounds Lifting shoulder to overhead twenty-five (25) pounds Carrying a weight of fifty (50) pounds for a distance of 200 feet Pushing/pulling a weight of 100 pounds for a distance of 200 feet
Social environment
Interruptions Time pressures High volume of work Handling multiple or complicated tasks Accuracy Decision making Teamwork Working in close physical proximity with others Conditions frequently include unscheduled tasks, frequently changing tasks, concentration/vigilance, overtime/rotating shifts Conditions may rarely include emergencies, public contact
Knowledge, Skills, and Abilities Knowledge of
Expert level - computer operations procedures, operating systems and platforms (Windows 11). Expert level - software, such as MS Office 365, IT Asset Management Tools (e.g., Ivanti/LANDesk, NetSuite), Desktop Imaging Tools, Service Desk Ticket Management Systems (e.g., Service Manager, Remedy, HEAT, VMWare, Symantec). Knowledge of Workspace One, Microsoft Intune. Hardware, including motherboards, CPU's, DVD/CD RW's, and printers. Computer operating procedures, server and workstation operating systems and platforms; current techniques/capabilities of local and wide area networks.
Skill in
Providing quantitative and statistical analysis, metrics gathering, and presentations. Identifying potential service level problems and performing root cause analysis. Comprehending and communicating technical information clearly in verbal and written formats to internal and external audiences.
Ability to
Apply strong interpersonal skills to interactions with internal/external customers and vendors. Provide high level of technical expertise and work under limited supervision on complex, analytical, technical, and administrative tasks. Supervise and direct the workflow of others and organize projects. Adapt to providing support for a wide range of software across many business lines. Learn and adapt quickly and be a self-starter.
SELECTION PROCEDURE: The Maricopa County Human Resources Department reserves the right to admit to the selection process only those candidates considered to be the most highly qualified. Those selected will be assessed based on the evaluation of listed education and experience. The hiring authority will interview and select the successful candidate from a list provided by Human Resources. All offers of employment made to new hires and rehires at Maricopa County are contingent upon successful completion of a post-offer, pre-employment thorough background investigation. A background investigation is conducted on a current employee who changes to a Safety Sensitive Position or one having the potential for serious adverse impact on the integrity or efficiency of the County. These requirements do not pertain to employees of elected officials who undergo background investigation processes administered through their respective offices. Typically, successful candidates are hired at a salary rate up to the midpoint of the range, based on relevant experience, internal equity, and budgetary allowances. Maricopa County is an EEO/ADA Reasonable Accommodation Employer. Selection Procedure
Only the most qualified candidates will be considered Consideration will only be given to candidates who submit online applications Candidates will be contacted primarily through email and their Workday online application profile Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy, including drug and alcohol testing requirements for positions designated as safety-sensitive
Maricopa County is an equal opportunity employer. Apply Now!
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Maricopa County
Feb 28, 2025