IT Service Desk Lead: Drive KPIs & Excellence

Pima County; Tucson (AZ); On-site; USD 72,000 - 101,000; Full time

Job summary

Pima County Information Technology Department (ITD) seeks a motivated IT Service Desk Production Supervisor to lead a high-performing team and deliver exceptional customer service, meeting KPIs. The role emphasizes coaching, incident management, and process improvement to strengthen service delivery across the organization.

You will supervise day-to-day operations, prioritize work, monitor issues, and collaborate with other IT teams to align service outcomes with county needs.

Qualifications

• Bachelor’s degree and three years in IT support or service delivery including one year in a lead or supervisory capacity.
• OR three years with Pima County in an Information Technology Service Analyst II or closely related position including one year in a lead or supervisory capacity.
• Qualifying education and experience must be clearly documented in the Education and Work Experience sections of the application.

Responsibilities

• Lead and support Service Desk agents to meet and exceed performance goals.
• Prioritize, assign and supervise work.
• Monitor critical issues and ensure timely resolution.
• Measure compliance with 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 NOC.

Skills

Leadership experience

Customer service

Problem solving

Prioritization

Supervisory capacity

Learning new tools

Interpersonal skills

KPIs

Education

Bachelor’s degree in information technology / computer science or MIS

Job description

Pima County Information Technology Department (ITD) seeks a motivated IT Service Desk Production Supervisor to lead a high-performing team and deliver exceptional customer service, meeting KPIs. The role emphasizes coaching, incident management, and process improvement to strengthen service delivery across the organization.

You will supervise day-to-day operations, prioritize work, monitor issues, and collaborate with other IT teams to align service outcomes with county needs.