IT Service Delivery Supervisor

Are you looking for an opportunity where technology, teamwork, and public service truly come together? Bring your IT expertise to a role that empowers others, delivers exceptional support, and helps shape the digital experience of an entire organization. An ideal opportunity for an IT professional ready to grow, lead, and make a meaningful impact.

At Cary, the IT Service Delivery Supervisor is a driving force behind our organization’s ability to deliver fast, reliable, and people-centered technology support to the employees who serve our community every day. In this role, you’ll lead a high-performing team, elevate service quality, and champion solutions that keep our workforce connected and productive. You’ll provide technical guidance, mentor service desk staff, and ensure our IT services remain secure, efficient, and dependable. This is an opportunity to bring your expertise, leadership, innovation, and customer-focused mindset to a mission-driven environment—empowering our organization to efficiently and effectively serve the public.

Work is performed under general supervision of the IT Fiscal Manager.

If you are ready to take the helm of a dynamic IT service desk and drive the technology experience forward, we want you on our team!

Anticipated Hiring Range: $92,664.00 - $110,760.00

Typical Tasks

Provide management and direction for the Service Desk function and subordinate staff according to ITIL best practices and Standard Operating Procedures, including incident, problem, service request, knowledge management, and outage escalation. Uses methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships;

Provide management and direction for the end user support team according to practices defined in ITIL;

Monitor quality of ticket handling and closure processes to ensure a high level of service is maintained;

Monitor open tickets to ensure that targeted Service Level Agreement (SLAs) are being met;

Maintain appropriate contact with the managers of the escalation groups to facilitate expedited closure of tickets;

Monitor resources to ensure appropriate staffing levels during peak times;

Develop new troubleshooting methods by working with other department managers when new products are on-boarded or products are upgraded;

Identify solutions to received issues before escalating to higher level support;

Create training documents in department knowledge base for common problems that can be resolved by lower-level support staff and therefore not require additional escalation;

Monitor closed tickets to ensure that required fields and categories are accurately completed;

On a weekly or monthly basis, provide management with reports on past-due tickets, highlighting high-performing staff as well as those who may be performing below expectations. Report on ticket closures and evaluate performance against established Service Level Agreements (SLAs). Communicate staffing levels and any staff-related concerns to management during regular check-in meetings;

Provide desktop support management expertise and leadership in delivering distributed Tier I-II-III support for all Windows, Mac, iOS and virtual platforms;

Audits imaging, patching, and rollout of new applications to workstations;

Assists with systems administration, troubleshooting, and resolutions;

Supports and maintains IP telephony, conference rooms, and audio-visual equipment.

Performs other job-related tasks as required.

Knowledge, Skills and Abilities

Considerable knowledge of information technology systems; ability to communicate effectively both orally and in writing; knowledge of Microsoft technologies in the enterprise space; deep knowledge of ITIL and ITSM; ability to work in a team environment and can communicate and present effectively to the customer; ability to prioritize and work with multiple assignments simultaneously; ability to interact effectively with all levels of management, customers, peers, and staff; strong organizational skills; ability to lead a team of technical personnel; ability to provide a high level of customer service; ability to learn quickly and adapt to ad-hoc changes in the environment; ability to meet customer service level agreements (SLAs) with respect to call statistics, ticket resolution rates, and customer follow-up times.

Minimum and Preferred Qualifications

Requires any combination of education and experience equivalent to graduation from a four-year college or university with a bachelor's degree in computer science, business administration, or related field, with extensive experience supporting Windows, Mac, iOS, laptops, desktops, and virtual desktops.

Preferred Qualifications:

Some experience supporting IT operations within a government (local, state, federal) environment

Considerable experience supervising or providing formal team leadership for technical IT staff

Certification in ITIL Foundations

Certification in HDI Desktop Support Management

Physical Requirements

Work in this class is generally inside and sedentary, however frequent movement and lifting of moderately heavy items is required in the process of moving, installing, and repairing equipment. An employee must have such visual acuity as to be able to read and write handwritten and typewritten material and to install/repair equipment. Work requires looking at a computer screen for long periods of time. An employee in this class must be able to talk and hear in order to be able to respond to the public and other employees

Special Requirements

Requires a valid driver's license with an acceptable driving record.

Requires drug testing and background check (which may include criminal check, education verification, and credit history review) prior to employment.

Must be eligible for and able to maintain CJIS access and certification.

Participation in on-call rotations and emergency response activities is required.

Cary ensures equal employment opportunities (EEO) are provided to all employees and applicants for employment without regard to age, sex, race, color, religion, national origin, disability, political affiliation, marital status, veteran status, or genetic information.