Career Opportunity

IT Service Desk Supervisor - Department of Technology (1054)

Recruitment: RTF0140992-01041989

Published: October 23, 2023

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

IMPORTANT: Your application MUST include responses to the supplemental Questionnaire found here: https://forms.gle/fvQ4knCyL6Ni4vn2A

Applicants must complete the supplemental questionnaire prior to starting the online application process.  Application will not be reviewed without completed supplemental questionnaire.

Why Work for the Department of Technology (DT)? DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.

Benefits of Working for CCSF:  In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.

• Job security, pension, and robust retirement options
• Competitive pay with consistent bi-yearly or yearly increases
• Generous paid time off, family leave, and more!
• Hybrid Work with minimum of 20% of time spent in our Office in San Francisco, California for all IT related roles. (Must be a California resident) 
• Diverse work environment in a diverse city
• Union protections and representation
• Career development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!

PEOPLE-CENTERED SOLUTIONS — have a powerful, meaningful effect on the community each day with people at the heart of every solution!

CLOSING THE DIGITAL DIVIDE — bring the benefits of the internet to low-income and marginalized residents!

SHINE A LIGHT ON WHAT MATTERS — join an award-winning production team at SFGovTV to help residents watch legislators or learn more about what makes this City great!

DRIVE INNOVATION — deliver new, cutting-edge technology to residents and city partners to help San Francisco serve its residents!

Role description

The Service Desk team at the Department of Technology is responsible for providing general IT, single point of contact, and endpoint support to multiple departments across the City. With a staff of over 12 employees. The team also manages computer workstations, mobile devices, patching, application deployment, inventory management, conference room meeting equipment management and more.

Position Summary:

The Service Desk Manager is responsible for leading and managing a team of technical support specialists who provide timely and accurate IT services to City departments and staff. The Service Desk Manager oversees the daily operations of the Department of Technology Service Desk, ensures compliance with service level agreements, monitors and reports on key performance indicators, and implements continuous improvement initiatives. The Service Desk Manager also recruits, trains, and mentors the Service Desk staff, fosters a culture of collaboration and customer satisfaction, and coordinates with other divisions, City departments and vendors to provide top tier service.

Essential Duties:

• Leading, coaching, and developing a team of service desk agents and technicians who handle incoming requests and issues related to IT systems, applications, hardware, software, and network.
• Ensuring that the Service Desk operates efficiently and effectively, meeting or exceeding the service level agreements and performance metrics.
• Establishing and maintaining best practices and procedures for the Service Desk, including incident management, problem management, change management, knowledge management, and customer satisfaction.
• Communicating and collaborating with other IT teams, departments, vendors, and stakeholders to ensure timely resolution of complex and escalated issues.
• Identifying and implementing service improvement initiatives and opportunities for innovation and automation.
• Preparing and presenting reports and analysis on the Service Desk performance, trends, issues, and recommendations.
• Oversee a Webex based contact center, monitoring agents, calls, reviewing reports and ensuring quality service.

Job Type:

This Permanent Exempt - Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.

Nature of Work:

Incumbent must be willing to work a 40-hour week as determined by the department.  Travel within San Francisco may be required.

Work Location:

Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103).  However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

If hired, incumbent must be a resident of or relocate to the State of California within 4 weeks as a condition of employment.

This position supports remote work, and the incumbent may be permitted to work a hybrid schedule with their supervisor’s approval, the incumbent is required to be on site three days per week, every week.

How to qualify

Education: An associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely related field].

Experience: Five (5) years of experience in the information systems field, including system analysis, business process design, development and implementation of business application solutions or IT project management.

Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

Desirable Qualifications:

• ITIL certification is recommended.
• Candidates should have experience with Microsoft 365, ServiceNow, Microsoft SCCM and Intune.

Note:

Security Clearances & Background Investigations: Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate's suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco. 

What else should I know?

Compensation: $67.1000 - $84.4125 (hourly) / $139,568 - $175,578 (annual)

How to Apply:

• Application Deadline: October 27, 2023 at 11:59PM
• Your application MUST include a resume.  To upload, please attach using the "additional attachments" function.
• In additional to submitting your application, you MUST include responses to the supplemental Questionnaire: https://forms.gle/fvQ4knCyL6Ni4vn2A

You may contact Carol Wong via email at carol.x.wong@sfgov.org with questions regarding this opportunity.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Right to Work:

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.  Please be informed that the Department of Technology will not sponsor visa applications/transfers.

Helpful Information

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Memoranda of Understandings & Labor Agreements
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

All your information will be kept confidential according to EEO guidelines.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.