IT Service Desk Lead: Elevate Support & KPIs

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

Job summary

Pima County seeks a Service Desk Production Supervisor to lead an IT support team and deliver exceptional customer service while meeting KPIs. You will guide staff, prioritize work, monitor issues, and drive process improvements in a hands-on, in-office role in Tucson, AZ.

This position requires a Bachelor’s degree in IT/CS or MIS and at least three years in IT service delivery, including one year in a supervisory capacity. A valid AZ driver license may be required.

Qualifications

• Bachelor’s degree in information technology, computer science, MIS or related field.
• Three years IT support/service delivery experience, with at least one year in a lead/supervisory role.
• Documentation of education and work experience in the application.

Responsibilities

• Lead and supervise Service Desk agents to meet performance goals.
• Prioritize, assign and supervise work; monitor critical issues; ensure timely resolution.
• Measure KPIs and coach agents; manage scheduling and performance documentation.
• Troubleshoot complex issues and communicate resolutions clearly.
• Identify trends, improve processes, and elevate team skills.
• Participate in on-call rotation for Network Operations Center.
• Collaborate with cross-functional teams and IT leadership to align service delivery.

Skills

Leadership

Customer Service

Problem Solving

Prioritization

Communication

Team Collaboration

Decision Making

Education

Bachelor’s degree in IT/CS or MIS

Job description

Pima County seeks a Service Desk Production Supervisor to lead an IT support team and deliver exceptional customer service while meeting KPIs. You will guide staff, prioritize work, monitor issues, and drive process improvements in a hands-on, in-office role in Tucson, AZ.

This position requires a Bachelor’s degree in IT/CS or MIS and at least three years in IT service delivery, including one year in a supervisory capacity. A valid AZ driver license may be required.