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IT Help Desk Supervisor

By September 7, 2022

State of Nebraska Department of Transportation

IT Help Desk Supervisor
See Position Description
Lincoln, NE
Job Type
Department of Transportation
Job Number
9/23/2022 11:59 PM Central

At the Nebraska Department of Transportation (NDOT), workforce development is one of our primary goals and we pride ourselves on ensuring our teammates know they are our biggest asset. We believe in communication, coordination, collaboration, and cooperation and hire people who are ready to embody these qualities to help us achieve our mission.

We recognize the value our Customer Service team brings to the agency. As the face of NDOT, the Customer Service team gets the opportunity to build a strong customer experience and lasting relationships. We are looking for a dynamic, thoughtful, and organized person to lead our Customer Service team. If you are a motivated problem solver who is passionate about creating an innovative customer experience and have an interest in working as a team leader, this is the perfect position for you!

At the Nebraska Department of Transportation, we reward our employee’s hard work with a friendly and supportive work environment and a comprehensive benefits package which includes:

• State-matched retirement contribution of 156%!
• 13 paid holidays
• Generous leave accruals that begin immediately
• A culture that embraces work-life balance
• Military leave
• Tuition reimbursement program
• Dependent tuition reimbursement program with partnering Nebraska community colleges
• Public Service Loan Forgiveness Program (PSLF) through the Federal government
• 79% employer paid health insurance plans
• Dental and vision insurance plans
• Employer-paid $20,000 life insurance policy
• Wide variety and availability of career advancement as the largest and most diverse employer in the State
• Opportunity to be part of meaningful work and make a difference through public service
• Training and development based on your career aspirations
• Job security and stability, even during times of economic hardship
• Employee Assistance Program
• Fun, inviting teammates
• Free parking

Pay rate for this position is $25.341 to start.

Please reach out to Katherine Ortiz, Talent Acquisition Partner, at 402-432-1266, if you have questions or to learn more.

Apply today using our new quick apply process! Just attach your resume when prompted. Please note that if you parse your resume at the beginning of the application process, you’ll still need to also attach your resume at the end of the process.

Examples of Work
• Perform daily leadership responsibilities, including building, developing, and mentoring a strong support team.
• Collaborate with stakeholders and peers to define standards and measures for quality service and customer satisfaction.
• Work with NDOT application teams to promote the use of the NDOT Service Desk for Level 1 support and increase first-level-resolution (FLR).
• Facilitate NDOT Change Management and lead daily team huddles and weekly team coordination meetings.
• Prepare user guides, service desk scripts, and support process resources; train users on various applications and problem-solving steps and promote available self-service alternatives.
• Develop and implement troubleshooting procedures for identifying, testing, and diagnosing issues for NDOT business applications.
• Establish processes to identify, report, track, escalate and resolve NDOT customer problems.
• Develop and maintain documentation, standards and guidelines for NDOT processes and applications, ensuring security requirements are followed.
• Serve as an agency liaison in sharing communication, advocating for process improvement, and supporting stakeholders.

Qualifications / Requirements
REQUIREMENTS:  Two year post high school degree or equivalent vocational/technical training in computer science, data processing operations, information technology, management information systems, network/ telecommunications systems, or related technical management field, and three years of experience either in coordinating and overseeing technical releases/deployments, or in providing guidance and instruction to others in the use of computer applications or systems. Equivalent combination of education and experience in the areas described above may substitute for these requirements.

PREFERRED:    Experience working in a Service Desk ticketing application and use of an Automatic Call Distribution (ACD).    Previous supervisory experience of both onsite and remote personnel.    Familiarity with Change Management Process.   A general understanding of IT hardware, software settings, connectivity requirements, and IT standards.    Accomplished at establishing metrics, creating reports, and monitoring for success.    Comfortable in a multi-tasking, high-energy environment, action-oriented and self-disciplined.    Creative, analytical problem-solver with a passion for customer service.

OTHER: Regular and reliable attendance is required.

Knowledge, Skills and Abilities
• Exceptional servant leadership skills, with the ability to develop and communicate objectives, inspire, and motivate staff, and maintain alignment with the business strategy.
• High degree of political sensitivity, astuteness, professionalism, and the ability to build and maintain strong relationships.
• High level of empathy and the ability to alter styles of interaction to match the needs of a variety of temperaments and personalities.
• Excellent active listening, verbal, and written communication skills, including the ability to clearly convey information to, and accurately capture information from both technical and non-technical stakeholders.
• Strong conflict resolution, negotiation, and de-escalation skills with the ability to maintain composure in highly escalated situations.
• Ability to efficiently prioritize, establish timelines, proactively adjust as obstacles and opportunities present themselves, and keep impacted parties informed.
• Ability to adapt to change, possess good judgment, a positive attitude, and a strong work ethic; be a problem solver using creative, resourceful, and innovative approaches; foster a collaborative environment, encourage process improvement, and lead by example.
• Ability to clearly comprehend issues, approach problems logically and rationally, compose clear and concise responses, and concentrate on the issue at hand through resolution.

To apply for this job email your details to valerie.kimble@nebraska.gov

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