About Our Job
The City of Vacaville - A beautiful place to live, a great place to work!
With more than 600 employees, the City of Vacaville values work-life balance and offers flexible/hybrid work schedules, every other Friday off, employee social and wellness activities, casual dress days, competitive pay and a generous benefits and retirement package.
Contribute to our vibrant community and join the City of Vacaville!
The City of Vacaville invites applications for the position of IT Help Desk Supervisor in our City Manager's Office. Currently, one (1) full-time vacancy exists for this position. This recruitment will also establish an eligibility list for future full-time, part-time and limited-term vacancies in this classification that may occur over the next 12-month period.
Salary Information: $94,615.51 - $114,994.35
Working for the City of Vacaville comes with an excellent benefits package, including:
- Medical Insurance at affordable rates - City covers up to 85% of Kaiser premiums & other plans are also available
- Vision and Dental Insurance monthly premiums covered 100% by the City
- Paid vacation, sick leave, thirteen holidays, and two floating holidays a year
- Tuition reimbursement and student loan repayment
- Deferred compensation plan with up to 6% City contribution available
- California Public Employees Retirement System (CalPERS) plan enrollment and Retiree Health Savings account
See our generous Benefits Summary page for more detailed information.
Our
IT Help Desk Supervisor leads and manages our Help Desk Team. This role oversees daily operations, assigns tasks, resolves escalated technical issues and provides leadership and training to the team. Key responsibilities include developing and implementing procedures and policies, making budget recommendations and improving service delivery. The position also manages the end-to-end application packaging process, including testing and rollout, while ensuring effective desktop software management.
For complete details about this position, please view the job description here.
About You
The Ideal Candidate will enjoy the challenge of effectively managing a demanding workload of quickly shifting priorities and assuming ownership of key priorities and projects. Additionally, the desirable knowledge, skills and abilities include, but are not limited to:
- Demonstrates strong leadership skills and a proven ability to supervise, mentor and develop a technical support team
- Possesses in-depth expertise in help desk operations, including ticket management, escalations, issue resolution and performance monitoring
- Applies expertise in managing budgets by making strategic recommendations for resource allocation and optimizing costs to support service growth
- Holds relevant technical certifications, such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator and ITIL Foundation (or equivalent), demonstrating expertise in IT service delivery
- Exhibits excellent communication and interpersonal skills, effectively collaborating with diverse teams, presenting to stakeholders and ensuring exceptional customer service
MINIMUM QUALIFICATIONS
Required
A combination of education and experience that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education: An Associate’s degree from an accredited college or university in Computer Science, Information Technology, Management Information Systems, Networking or a closely related field.
Experience: Three (3) years of increasingly responsible experience providing information technology support for the operations, installation and maintenance of computer systems, data communications, or other related fields, including one (1) year as a lead or supervisor.
LICENSE OR CERTIFICATE
Certifications equivalent to: CompTIA Tech+ or A+ and Microsoft 365 Certified: Modern Desktop Administrator Associates (or similar) are required. The ITIL Foundation certification (or similar) is highly desirable.
A California Class C Driver’s License and a satisfactory driving record are conditions of initial and continued employment.
SUPPLEMENTAL INFORMATION
Requires successful completion of a comprehensive background investigation, including fingerprinting, as a condition of employment.
Incumbents may be required to work weekends, holidays, irregular hours, on-call and after normal business hours.
About Everything Else
A completed City of Vacaville Employment Application and Supplemental Questionnaire must be received by the Human Resources Department at 650 Merchant Street, Vacaville, CA 95688
by the closing of this recruitment.
IMPORTANT: Contact with candidates will primarily be via email. Make sure you list a current email that you check regularly with your application.Applicants are encouraged to apply online at www.cityofvacaville.com. Application packets may also be requested in person at the Human Resources Department or by calling (707) 449-5101.
Resumes will not be accepted in lieu of a completed application packet.
For ADA information and other Frequently Asked Questions, please click here.
Applicants receiving a conditional offer of employment must successfully complete the pre-placement process for this position before a final offer will be extended. Pre-placement assessments for this position include an employment and education verification, Livescan (FBI/DOJ fingerprint review), medical exam, comprehensive background investigation and DMV record review.
The City of Vacaville values our team and understands the need for work-life balance. Employees in most positions work a 37.5 hour work week and enjoy every other Friday off. In addition, we provide a collaborative work environment, employee social and wellness activities through a program we call CoV Life, casual dress days, competitive pay and a generous benefits and retirement package. More detailed information related to our benefits can be found on our VMO Benefits Summary page.
Part-time positions are paid an hourly rate and can work up to a maximum of 129 hours per month. Part-time positions are at-will, are not eligible for health or retirement benefits (including CalPERS membership), and do not accrue leave time with the exception of state mandated sick leave (40 hours per year).
Part-time positions are not covered by Social Security and are not eligible for the City of Vacaville's retirement plan through CalPERS and are therefore required to make 7.5% pre-tax contributions into a qualified plan under the Omnibus Budget Reconciliation Act of 1990 (OBRA). For the City of Vacaville, the plan is a Section 457 Deferred Compensation Plan through Nationwide Retirement Systems, Inc.
01
Instructions for Supplemental Application Questions. The following questions comprise one of the steps in the selection process for this position and are intended to assist you in presenting your qualifications. Only the information you provide in your answers to these questions will be evaluated and scored to determine the best qualified candidates to continue in the selection process for this position. Please be complete and specific in answering the questions as your score will be based on this information. Applications submitted without responses to the supplemental questions will not be evaluated. Although your experience and education should relate back to your application, your application and or resume will not be reviewed when scoring the supplemental questions. Therefore, please be as detailed as possible in your responses to the supplemental questions. I have read and understand the instructions presented above.
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A California Class C Driver's License is required for this position. Do you possess a valid Class C Driver's License?
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Do you possess an Associate's degree (or higher level of education) from an accredited college or university in Computer Science, Information Technology, Management Information Systems, Networking or a closely related field?
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Current certifications equivalent to CompTIA Tech+ or A+ and Microsoft 365 Certified: Modern Desktop Administrator Associates (or similar) are required for this position. Provide below which certificates you possess.
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Do you possess the ITIL Foundation certification (or similar)?
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Describe your experience using IT service management tools to track incidents and requests. In your response, specify the tools you have used, the types of incidents or requests you managed and any strategies you implemented to enhance team efficiency or reporting processes. Provide specific examples to illustrate your contributions.
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Describe your experience supervising an IT help desk team. Include details about the size of the team, the range of technical issues handled and any specific supervisory techniques or tools you have used to manage workload and performance.
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Describe your experience in training and developing IT staff, including specific examples of training programs or methods you have implemented. How have you ensured team members stay current with evolving technologies and best practices? Provide measurable outcomes or successes where possible.
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Describe a process improvement or system implementation you have led that enhanced help desk performance. In your response, include the following: the issue or challenge you addressed, the steps you took to implement the improvement and the measurable outcomes or benefits achieved.
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Describe your approach to handling escalated technical support issues that your team is unable to resolve. In your response, provide a specific example of a particularly challenging case, detailing the steps you took to address the issue, the resources or tools you utilized, how you communicated with stakeholders and the final outcome.
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Describe a specific instance where you managed a team during a high-pressure situation, such as a critical system outage or a surge in help desk requests. Include how you assessed and prioritized tasks, your communication strategies, the steps taken to ensure resolution and the results achieved.
