Information Technology Service Supervisor
Core
Lead and support Service Desk agents to meet performance goals, prioritize work, monitor critical issues, and ensure timely resolution for Pima County residents.
Role type
Service Desk Production Supervisor (IT Operations)
Builds
IT service desk operations and customer support workflows for Pima County government
Domain
Public Sector / IT Service Management
Required skills
IT support leadership, service desk operations, KPI measurement, process improvement, technical troubleshooting, team coaching, scheduling, stakeholder communication
Preferred skills
Call center management, customer service, technical documentation, functional training
Technologies
IT systems, applications, hardware, networking environments
Responsibilities
Lead and support Service Desk agents to meet performance goals; Prioritize, assign and supervise work; Monitor critical issues and ensure timely resolution; Measure compliance with Key Performance Indicators (KPIs); Assist with agent training, development, and coaching; Manage administrative duties, scheduling, and performance documentation; Troubleshoot technical issues and clearly communicate resolutions; Identify trends, improve processes, and elevate team skillsets; Participate in the on call rotation for the Network Operations Center (NOC)
Seniority
Mid-level Supervisor, hands-on leadership