Ada County is a great place to work! We have more than 2000 employees dedicated to enhancing our community’s quality of life. Our Information Technology team is growing, and this is an excellent opportunity to be a part of taking this team to the next level.
We offer a competitive benefits package which includes excellent medical, dental and vision insurance; generous vacation and sick leave accrual beginning as soon as you start; 11 paid holidays a year; participation in one of the Nation's best state retirement systems which includes 11.94% employer contribution; various savings plans including a deferred compensation 457(b) plan with up to 3% county match; 401K plan; paid parental leave; work-from-home options; life insurance; wellness programs; ongoing training opportunities and career pathing.
 
This generous Ada County Total Rewards package increases the base salary by approximately 40 percent.
The Ada County Information Technology Department (AC-IT) supports the largest county in the State of Idaho. The department is divided into functional areas of Administration, Customer Support, Infrastructure, Project Management and Development for Client/Server/Web/GIS.
AC-IT provides computing and communications infrastructure, services, and innovation to the departments and elected officials charged with providing the services to the citizens of Ada County.
Learn more about Ada County Information Technology by visiting their website. Ada County Information TechnologyPOSITION GENERAL SUMMARY:
Manages the customer service operations of the Department of Information Technology (IT) including the IT Help Desk and the work of the IT support staff assigned to county departments and offices. Develops, leads, and motivates a team of professionals and technicians.
 
DISTINGUISHING FEATURES OF THE CLASS:
Assignments are broad in scope and the position functions with considerable independence. Completed work is reviewed in terms of the effectiveness of the overall program. The work requires the exercise of a considerable amount of independent judgment, initiative and strong client-facing and communication skills. The incumbent works under general direction.

• Manages personnel, assigns work, reviews and evaluates performance, counsels employees regarding programs, policies and procedures, resolves employee complaints, takes disciplinary action, interviews and hires employees, tracks time and coordinates schedules;
• Develops performance measurements and facilitates a feedback system to team members on issues such as customer service, communication, and technical skills;
• Creates and maintains a training program for increased business, customer service, and technical knowledge;
• Communicates product and service updates and releases;
• Assists in the professional and technical development of team leaders;
• Monitors, mentors, and assists team members to deliver quality support;
• Participates in the development of a service level agreement and in the ongoing management of service level compliance;
• Evaluates equipment, tools, and resources needed;
• Communicates with other departments and offices to resolve issues and expedite work;
• Resolves customer and vendor issues regarding services and procedures;
• Develops and enhances cooperative interdepartmental, interoffice, and vendor relationships and communications;
• Collaborates with other Department managers to set the strategic direction of the County's technology desktop environment;
• Analyzes the needs and recommends technical solutions that meet the current and emerging needs;
• Recommends standardization of hardware and software configurations and implements the most effective combinations;
• Works closely with management in the analysis, planning, selection, and implementation of desktop computing equipment and software solutions;
• Finding ways to measure customer satisfaction and improve services;
• Advanced troubleshooting and multi-tasking skills;
• Take ownership of customers issues and follow problems through to resolution;
• Helping to develop and implement a customer service policy for an entire organization;
• Set a clear mission and deploy strategies focused towards that mission;
• Training staff to deliver a high standard of customer service;
• Creative thinking, to be able to come up with new ideas to improve customer service standards;
• Motivational skills and an ability to supervise and lead a team of customer service assistants.

ADDITIONAL FUNCTIONS:

• Performs related functions as required.

• Bachelor's degree from an accredited university in Computer Science or a related field, or equivalent combination of education and experience;
• Minimum two (2) years supervisory or management experience in the technology field;
• Minimum five (5) years working in a direct client support position in the technology field;
• Knowledge of the functional capabilities of various types of computer systems, network environments, and the computer controlled equipment;
• Knowledge of effective employee supervision and motivation practices;
• Knowledge of IT help desk and ITIL (Information Technology Infrastructure Library) practices, procedures, and standards.
• Skill managing projects and accounts;
• Skill interacting with a diverse group managers, and subject matter experts;
• Skill using Microsoft Office suite programs;
• Ability to delegate and entrust others with tasks and assignments; 
• Ability to analyze problems, draw conclusions and recommend a course of action;
• Ability to maintain professional demeanor under pressure.

• Work is performed primarily in an office environment and the employee in this class is subject to inside environmental conditions;
• May be required to lift up to 20 lbs.;
• Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.

DISCLAIMER:
To perform this job successfully, an individual must be able to perform the essential functions satisfactorily with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work being assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of individuals in the job. This job description is not an employment agreement and/or an expressed or implied employment contract. Management has the exclusive right to alter this job description at any time without notice. Ada County provides Veteran's Preference for all County jobs except for those deemed "key positions" in accordance with Title 65, Chapter 5 of Idaho Code.