IT Support Services Supervisor

Filled
February 6, 2026
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Job Description

Location: Utah (Hybrid – 3 Days In-Office Required)

Job Type: Full-Time

Department: Division of Technology Services (DTS)

About the Role

The Division of Technology Services (DTS) is seeking a highly motivated and experienced IT Support Services Supervisor to lead large desktop support teams across the state. This is a promotional opportunity for EDGE Team members who are passionate about leadership, service excellence, and operational efficiency.

In this role, you will serve as a working-level supervisor, overseeing daily operations, managing staff performance, coordinating projects, and acting as the key communication bridge between field teams, agency leadership, and IT management.

Key Responsibilities

  • Supervise and manage large desktop support teams across assigned regions
  • Oversee the full HR lifecycle for assigned staff, including hiring, onboarding, performance reviews, and disciplinary actions
  • Approve timecards, leave requests, and ensure compliance with HR policies
  • Act as the primary liaison between DTS and supported agencies
  • Manage high-level service delivery relationships and handle complex escalations
  • Translate IT leadership strategy into clear operational goals for teams
  • Track, report, and ensure compliance with Service Level Agreements (SLAs) and operational metrics
  • Coordinate project execution to ensure timely and successful completion
  • Monitor staff training, patching schedules, and disaster recovery compliance
  • Mediate complex personnel and service-related conflicts
  • Maintain and review technical documentation and knowledge base articles
  • Advise leadership on emerging technologies and system management improvements
  • Lead subgroup teams for specialized technical initiatives
  • Perform additional duties as assigned

Required Qualifications

  • Strong experience in IT support operations and team supervision
  • Demonstrated ability to manage staff performance and service delivery
  • Excellent communication and stakeholder management skills
  • Proficiency with automated and agency-specific software applications
  • Ability to evaluate costs, benefits, and operational impacts of decisions
  • Strong organizational, analytical, and problem-solving abilities

Preferred Qualifications

  • Proven experience in employee management and leadership
  • Experience managing operational metrics and SLAs
  • Strong negotiation and diplomacy skills when working with high-demand stakeholders
  • Ability to balance technical limitations with service expectations

Work Environment & Requirements

  • Hybrid role: 3 days per week in-office (telework eligibility subject to change)
  • All remote work must be performed within Utah
  • Employment contingent upon passing a background check and drug screening
  • May require physical activity, including standing, walking, bending, and lifting up to 50 lbs

Why Join DTS?

  • Opportunity to lead high-impact IT teams statewide
  • Collaborative work culture with strong leadership support
  • Meaningful role in delivering reliable technology services to government agencies
  • Career growth through leadership and enterprise-level IT exposure