Service Desk Production Lead - On-Site IT Ops

Pimasheriff

Tucson (AZ)

On-site

USD 72,000 - 101,000

Full time

5 days ago

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Job summary

Pima County Information Technology Department (ITD) is seeking a Service Desk Production Supervisor in Tucson, AZ. You will lead a high-performing team, ensuring timely resolutions and excellent customer service while meeting KPIs.

The role requires strong leadership, communication, and the ability to manage multiple priorities. In-office position with on-site responsibilities, you will work closely with the NOC and cross-functional teams to improve processes and service delivery for county

Qualifications

Bachelor's degree in information technology, computer science, MIS or related field with three years of IT support/service delivery experience including one year in a lead or supervisory role.
Alternative: three years with Pima County in IT Service Analyst II or closely related position including one year of lead/supervisory experience.
Education/experience must be documented in the application; resumes are not accepted in lieu of the application.

Responsibilities

Oversee day-to-day IT service and support operations to ensure timely user issue responses.
Act as escalation point for technical or service management issues unresolved at lower levels.
Monitor service delivery performance and ensure compliance with SLAs and quality standards.
Supervise, coach, and mentor IT staff; set priorities and evaluate performance.
Develop and enforce IT service desk processes including incident management and change workflows.
Identify opportunities for process improvements and drive efficiency gains.