ITD Service Desk Production Supervisor - Information Technology

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

Job Description Summary

Department - Information Technology

Job Description

Job Type: Classified

Job Classification: 5281 - Information Technology Service Supervisor

Salary Grade: 15

Pay Range Hiring Range: $72,009 - $86,403 Annually

Pay Range: $72,009 - $100,817 Annually

Range Explanation: Hiring Range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity. Pay Range is the entire compensation range for the position.

Pima County Information Technology Department (ITD) is seeking a motivated and detail oriented leader to join our team as the ITD Service Desk Production Supervisor. We’re looking for someone who brings strong ownership, professionalism, and a passion for continuous improvement to help drive the success of our Service Desk operations. As the ITD Service Desk Production Supervisor, you will guide a high performing team responsible for delivering exceptional customer service and meeting established Key Performance Indicators (KPIs). You will play a key role in strengthening processes, enhancing agent performance, and ensuring operational excellence.

What You’ll Do

• 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 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)

What We’re Looking For

• Proven leadership experience in IT support or service desk environments
• Exceptional customer service and communication skills
• Strong problem solving abilities and attention to detail
• Ability to manage multiple priorities and make informed decisions
• Comfort with exercising formal supervisory responsibilities
• Capacity to quickly learn new tools, workflows, and technologies
• Strong interpersonal skills and the ability to collaborate across teams
• Desire and ability to define and measure success

Essential Functions

As defined under the Americans with Disabilities Act, this classification may include any of the following tasks, knowledge, skills, and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class. Work assignments may vary depending on the department’s need and will be communicated to the applicant or incumbent by the supervisor. Oversees day‑to‑day IT service and supports operations, ensuring timely responses to user issues and requests; Serves as point of escalation for technical or service management issues unresolved at lower support levels; Monitors service delivery performance, ensuring compliance with service level expectations and quality standards; Supervises, coaches, and mentors IT support staff or service technicians, including setting priorities, assigning tasks, and evaluating performance; Guides professional development and training for assigned staff to improve technical proficiency and customer service skills; Develops, documents, and enforces IT service desk processes, including incident management, request fulfillment, escalation procedures, and change request workflows; Identifies opportunities for process improvement and efficiency gains, implementing best practices for IT service management; Acts as liaison between IT leadership, other IT teams, and business units to align service delivery with organizational needs; Communicates regularly with stakeholders about service status, major incidents, and planned changes; Compiles and delivers reports on service performance, trends, and challenges to departmental leadership; Tracks key performance indicators (KPIs) for service desk activities and user satisfaction; Provides advanced technical support and troubleshooting for complex issues beyond the scope of frontline technicians when required; Maintains familiarity with IT systems, applications, hardware, and networking environments used by Pima County departments.

Minimum Qualifications

• Bachelor’s degree from an accredited college or university in information technology computer science, management information systems (MIS), or a related field as determined by the department head at the time of recruitment AND three years of experience in IT support or service delivery roles INCLUDING one year of experience in a lead or supervisory capacity.
• (Relevant experience and/or education from an accredited college or university may be substituted.)
• OR: Three years with Pima County in an Information Technology Service Analyst II or closely related position as determined by the department head at the time of recruitment INCLUDING one year of experience in a lead or supervisory capacity.
• Qualifying education and experience must be clearly documented in the "Education" and "Work Experience" sections of the application.
• Do not substitute a resume for your application or write "see resume" on your application.

Preferred Qualifications

• Leadership experience in customer contact center operations.
• Experience in a supervisory or management capacity in a customer facing role.
• Experience measuring performance against established Key Performance Indicators (KPIs).
• Experience writing technical instructions and documenting processes.
• Experience providing functional training.

Selection Procedure

Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum qualifications may be further evaluated/scored against any advertised Preferred Qualifications. The hiring authority will interview and select the successful candidate from a reference list provided by Human Resources. Additional assessments/testing may be required as part of the selection process.

Supplemental Information

Licenses and Certificates:

Valid driver license is required at time of application.

Valid AZ driver license is required at time of appointment.

The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review to determine applicant’s suitability to operate county vehicles in accordance with Pima County administrative procedures.

Failure to obtain and maintain the required licenses and certifications shall be grounds for termination.

Any offer of employment resulting from this recruitment is contingent upon Fleet Services’ review and approval of the candidate’s driving record.

Some positions must possess and maintain as a condition of employment the Terminal Operator for ACJIS certification. Failure to obtain / maintain the required licensure shall be grounds for termination.

Special Notice Items

The County requires pre-employment background checks.

Successful candidates will receive a post-offer, pre-employment background screening to include verification of work history, education, and criminal conviction history.

A prior criminal conviction will not automatically disqualify a candidate for employment with the County.

Pima County determines whether a position is eligible for visa sponsorship at the time of recruitment.

Eligibility is based on the requirements of the position and applicable laws and regulations.

Not all positions with Pima County are eligible for visa sponsorship.

The Information Technology Department is unable to provide visa sponsorship for this position.

Physical/Sensory Requirements

Physical and sensory abilities will be determined by position. Action Activity - bending, climbing, crawling, kneeling, reaching, squatting and stooping; Motion Activity - simple and firm grasping and fine movement; Hearing Activity - in noisy areas, behind themselves and equipment alarms; Speaking Activity - in person and on a phone; Vision Activity - operate a motor vehicle, distinguish colors, have depth perception and peripheral vision.

Working Conditions

Working conditions will be determined by the position.

EEO Information

Pima County Government is an Equal Employment Opportunity employer. We are committed to an inclusive and diverse workforce and will not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, age, disability, gender, sexual orientation, kinship, political interest, or any other characteristic protected by law. Pima County stands out as an exceptional workplace, offering a supportive environment that fosters professional growth and personal satisfaction. As one of the largest employers in the region, Pima County prioritizes its commitment to creating a diverse and inclusive workplace, recognizing the unique contributions of each employee. Embracing innovation and collaboration, Pima County provides multiple opportunities in which individuals can make a meaningful impact on their community. One of the key advantages of working for Pima County is its comprehensive benefits package. Employees enjoy competitive salaries, generous health insurance coverage, and retirement plans that contribute to long-term financial security. Pima County recognizes the importance of a healthy work-life balance, offering flexible work schedules, a generous family leave policy and wellness programs that prioritize employee well‑being. Furthermore, Pima County takes pride in fostering a culture of continuous learning and development. Employees benefit from opportunities for professional advancement through training programs, workshops, and educational reimbursement programs. In addition, a County-wide employee recognition program rewards employees who exemplify the County values of being accountable, respectful and ethical as well as providing great customer service. By joining Pima County, individuals become part of a dedicated team working towards a common goal: enhancing the quality of life for residents and building a vibrant future. Pima County is not just an employer; it's a community that values its employees, encourages their growth, and invests in their success.