ITD Service Desk Production Supervisor - Information Technology

Pima County • Tucson, AZ

2d • $72,009 - $100,817 • Onsite

About 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. This is an in-office position located in Tucson, AZ, and cannot be remote. The Information Technology Department is unable to provide visa sponsorship for this position.

Requirements

• 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
• 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.

Nice To Haves

• 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.

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 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)
• 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

Benefits

• Supportive environment where you can grow your expertise, build your career, and make a meaningful impact in your community by supporting the mission of Pima County government.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level