Information Technology Service Supervisor

Service Desk Production Supervisor

Pima County ITD is seeking a motivated and detail oriented leader to join our team as the 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 operation.

As the 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

Why join us? You'll work closely with the Network Operations Center Manager and cross functional project teams, gaining exposure to diverse technologies and operational challenges. We offer a 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.

Bring your energy, enthusiasm, and dedication—and help us continue delivering outstanding service to the residents of Pima County

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.

Essential Functions:

• 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…