Driver & Identification Service Center Supervisor - Ankeny

State-of-Iow; Ankeny (IA); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Health and dental benefits

Paid time off

IPERS retirement

401A plan

Employee discounts

Professional growth opportunities

Job summary

The State of Iowa seeks an experienced Driver’s License Service Center Supervisor to lead the Ankeny team, oversee daily operations, and ensure accurate, timely licensing transactions.

You will guide staff, manage workflow, and drive continuous improvement in service delivery while modeling Iowa DOT Core Values and a customer-focused mindset.

Qualifications

• Must possess and maintain a valid, unrestricted driver’s license.
• After hire, must obtain and maintain AAMVA certifications.
• Must attend Motorcycle Rider Education Safety Course.
• Must attend department training sessions, as required.
• Experience leading a high-volume customer service team.

Responsibilities

• Lead, coach, and develop assigned Driver’s License Service Center staff to ensure the team functions as a highly effective, customer-focused unit.
• Provide daily operational oversight by monitoring workflow, adjusting staffing, and ensuring services are delivered accurately and on time.
• Support staff decision-making by responding to customers, agency, legislative, and law enforcement inquiries regarding driver’s license laws, rules, policies, and procedures.
• Implement new laws, policies, and procedures, ensuring staff is trained, knowledgeable, and equipped to support changes in operations.
• Conduct informal settlement hearings related to suspensions, revocations, cancellations, or denials, ensuring customers understand required actions.
• Investigate complaints, coach staff on proper procedures, and develop individualized improvement plans when needed.
• Monitor and improve customer satisfaction, using feedback to adjust processes and identify professional development opportunities.
• Coordinate ongoing training, skill-building, and continuing education for the service center team, including statewide initiatives.
• Maintain strong partnerships with local city, county, and state offices, ensuring seamless service delivery and collaborative problem-solving.

Skills

Leadership

Coaching

Customer service

Workflow management

Policy interpretation

Staff development

Education

Bachelor's degree

AAMVA certifications

Motorcycle Rider Education Safety Course

Job description

Do you excel at leading teams in fast-paced customer service environments?

The Motor Vehicle Division’s Driver & Identification Services is seeking an experienced and people-centered leader to supervise the Ankeny Driver’s License Service Center. As the Driver & Identification Service Center Supervisor, you will guide staff, manage daily operations, and ensure the delivery of high-quality service in one of Iowa’s busiest driver’s license stations.

Location

Ankeny Driver’s License Service Center, Ankeny, Iowa

Shift

8:00 AM to 4:30 PM Monday through Friday

In this role, you will lead and coach the service center team, oversee workflow and service delivery, and ensure accurate, timely processing of driver licensing transactions. The ideal candidate is confident managing a high-volume customer environment, skilled in building team capability, and committed to continuously improving processes and customer satisfaction. The person selected for this position will model and reinforce the Iowa DOT’s Core Values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception, while maintaining our mission of Making Lives Better Through Transportation.

Your Responsibilities

• Lead, coach, and develop assigned Driver’s License Service Center staff to ensure the team functions as a highly effective, customer-focused unit.
• Provide daily operational oversight by monitoring workflow, adjusting staffing, and ensuring services are delivered accurately and on time.
• Support staff decision-making by responding to customers, agency, legislative, and law enforcement inquiries regarding driver’s license laws, rules, policies, and procedures.
• Implement new laws, policies, and procedures, ensuring staff is trained, knowledgeable, and equipped to support changes in operations.
• Conduct informal settlement hearings related to suspensions, revocations, cancellations, or denials, ensuring customers understand required actions.
• Investigate complaints, coach staff on proper procedures, and develop individualized improvement plans when needed.
• Monitor and improve customer satisfaction, using feedback to adjust processes and identify professional development opportunities.
• Coordinate ongoing training, skill-building, and continuing education for the service center team, including statewide initiatives.
• Maintain strong partnerships with local city, county, and state offices, ensuring seamless service delivery and collaborative problem-solving.

Requirements

• Must possess and maintain a valid and unrestricted, except for corrective lenses, driver’s license (minimum of an operator’s license).
• After hire, must obtain and maintain required AAMVA certifications.
• After hire, must attend a Motorcycle Rider Education Safety Course.
• After hire, must attend department training sessions, as required.

NOTICE

This position is a covered position under the REAL ID Act of 2005, 49 U.S.C. § 30301 note, as further defined in 6 CFR Part 37. Any applicant selected for employment in this position must submit to and pass a background check of the form and content required by 6 CFR 37.45.

Benefits

• Competitive pay and benefits package including health, dental, flexible spending, and life insurance
• Insurance benefits start the first month following 30 days of employment and costs can be reviewed here.
• Opportunities for professional growth and development.
• Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.
• Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
• Optional 401A plan with employer contributions.
• Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).

We encourage you to view more about the State of Iowa Employee benefits and costs at State of Iowa Employee Benefits Website.

Iowa DOT complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the EEO & ADA Officer at 515-689-1009 or via email at [e-mail].

The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov.

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1. Graduation from an accredited four-year college or university, and experience equal to four years of full-time work in customer service as a team leader or manager.
2. A total of eight years of education and/or full-time experience (as described in number one), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.
3. Current, continuous experience in the state executive branch that includes three years of full-time work as a Driver & Identification Service Center Associate, two years of full-time work as a Driver & Identification Service Center Specialist, or one year as a Driver & Identification Service Center Consultant.
4. Current, continuous experience in the state executive branch that includes one year of full-time work in a supervisory position within the Department of Transportation’s Motor Vehicle Division.