Service Desk Supervisor (Senior Systems Analyst)

City of Berkeley; Berkeley (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

The City of Berkeley is seeking an experienced, customer-focused Service Desk Supervisor to lead the IT Service Desk and ensure high-quality technology support across City departments. This role provides day-to-day leadership, escalation handling, staff coaching, performance management, and ongoing process improvements to deliver reliable, responsive IT services in a diverse, complex environment.

The position is classified as Senior Systems Analyst, with the working title of Service Desk

Qualifications

• Four-year college degree and several years of related IT service experience.
• Experience leading a Service Desk or help desk team and coordinating incidents.
• Strong communication and customer service mindset required.

Responsibilities

• Lead and oversee the IT Service Desk operations and staff.
• Ensure timely resolution of incidents and service requests.
• Develop and maintain documentation, training materials, and knowledge base.
• Coach, mentor, and evaluate Service Desk staff and manage performance.
• Collaborate with IT teams to implement process improvements.

Skills

Leadership

Analytical skills

Communication

Customer service

Problem solving

Education

4-year college degree

Job description

The City of Berkeley is seeking an experienced, customer-focused Service Desk Supervisor to lead the City’s IT Service Desk and ensure the delivery of high-quality technology support services across City departments. This position provides day-to-day leadership and operational oversight of the Service Desk team, including workload and queue management, staff assignments, service quality, and the timely resolution of incidents and service requests.

The Service Desk Supervisor serves as a senior technical and operational escalation point for complex or high-impact issues and works closely with other Information Technology teams to coordinate effective resolutions to problems affecting City operations. The position also plays a key role in establishing, maintaining, and continuously improving Service Desk processes and procedures.

Responsibilities include monitoring service levels and performance metrics, identifying trends and opportunities for improvement, and promoting consistent, responsive, and effective customer service. The incumbent develops and maintains documentation and training materials, supports knowledge management and self-service capabilities, and helps ensure the effective use of the City’s IT service management platform.

As a supervisor, the incumbent provides coaching, mentorship, and direction to Service Desk staff; establishes clear performance expectations; conducts performance evaluations; supports professional development; and fosters a collaborative, accountable, and customer-focused team environment.

The ideal candidate will bring strong technical knowledge along with demonstrated leadership, analytical, communication, and problem-solving skills. They will be comfortable working in a diverse and complex environment with a wide range of City departments, technologies, users, and operational needs, and will be committed to delivering reliable, responsive, and high-quality IT services.

This position, classified as Senior Systems Analyst, is assigned the working title of Service Desk Supervisor.

A typical way of gaining the knowledge, skills, and abilities for this classification is:
Completion of four (4) years of college resulting in graduation or its equivalent, and three (3) years of experience in systems analysis and programming of business applications, including one (1) year in the analysis or design of large-scale computer systems and databases.

Applications must be received by 5:00 PM Pacific on October 19, 2026 and must include a completed application and answers to the supplemental questions. Please note that resumes are not a substitute for a completed application.

The exam process will include, but may not be limited to:

• Application review for minimum qualifications (qualifying experience will be calculated based on the application period close date)
• Written Exam (tentatively scheduled for the week of November 2, 2026)

Tests may consist of any combination of written, oral or other exercises or assessment procedures that test content and may include, but are not necessarily limited to, typing, math, reading, writing and analytical skills; problem solving ability; computer and software proficiency, or any other job-related knowledge, skill, ability or qualification. The examination process and dates are subject to change. The City may, without notice, change or eliminate any assessment component as needs dictate. Applicants passing all examination phases will have their names placed on an employment eligible list that hiring departments will use to conduct final selection interviews.