Tucson IT Service Desk Supervisor - Lead & Elevate Support

Pima Sheriff; Tucson, Northern (AZ, KY); Hybrid; USD 72,000 - 101,000; Full time

Job summary

Pima County is seeking an IT Service Supervisor to lead the Service Desk Production team in Tucson. This role emphasizes ownership, professionalism, and continuous improvement, guiding a high-performing group to deliver exceptional user support and meet KPIs.

The position requires a bachelor’s degree in IT/CS/MIS or related field along with several years of IT support and supervisory experience; prior county experience in a lead role is preferred. On-site work in Tucson, AZ is required.

Qualifications

• Bachelor’s degree in information technology, computer science, MIS, or related field plus 3 years IT support or service delivery.
• One year of experience in a lead or supervisory capacity.
• Three years with Pima County in IT Service Analyst II including one year in a lead or supervisory capacity.

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 Network Operations Center (NOC)

Skills

Leadership

Customer service

KPI measurement

Training

Documentation

Education

Bachelor's degree in information technology, computer science, MIS, or related field

Job description

Pima County is seeking an IT Service Supervisor to lead the Service Desk Production team in Tucson. This role emphasizes ownership, professionalism, and continuous improvement, guiding a high-performing group to deliver exceptional user support and meet KPIs.

The position requires a bachelor’s degree in IT/CS/MIS or related field along with several years of IT support and supervisory experience; prior county experience in a lead role is preferred. On-site work in Tucson, AZ is required.