Skip to content
 
SF Careers Logo with City Seal
 
 

Career Opportunity

Supervisors for Help Desk & Field - IT Operations Support Administrator V DPH PBT 1095

Recruitment: RTF0140614-01024190

Published: January 12, 2024

Contact:

Juliette Soto - juliette.soto@sfdph.org

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

Share

Department: Public Health
Job class: 1095-IT Operations Support Administrator V
Salary range: $135,642.00 - $168,168.00
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of 10
List type: Combined Promotive and Entrance
 

About:

The Department of Public Health Client Technology and Support Services team is looking for talented 1095 IT Operations Administrators to supervise our Service Desk and our Field Services team.

This is a recruitment for experienced Supervisors with expertise in

DPH is the largest department in the City and County of San Francisco. With an annual operating budget of $2.4 billion, DPH employs over 8,000 people and contracts for more than $400 million in community-based services. Our mission is to protect and promote the health and well-being for all in San Francisco, and our vision is to make San Francisco the healthiest place on earth.

Role description

Position-specific Duties and Desirable Qualifications are linked above.

Common Duties 

  • Supervise daily operations 
  • Manage user request processing to ensure courteous, timely, and effective resolution of end-user issues
  • Plan, organize, and direct the work of staff; schedule shift coverage, review staff work for accuracy and timely completion of assigned duties
  • Ensure activities of team adhere to established team and/or department policies
  • Evaluate and document staff performance and recommend performance improvement action when necessary
  • Assist users with technology problems
  • Develop queries to track and analyze trends in user requests and generate reports or dashboards to monitor
  • Proactively identify process improvement opportunities, including end-user training tools and documentation
  • Ensure staff and managers are aware of all projects, initiatives, or changes that impact services
  • Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency
  • Oversee development and dissemination of support documentation, user guides, and similar material for end-users
  • Oversee the development, implementation, and administration of service desk staff training procedures and policies
  • Actively participates in change, release, asset, and problem management teams
  • Other responsibilities as assigned

How to qualify

⚠️①②③④⑤ Required Before Applying⚠️

① Education

  • An associate degree in Computer Science or a closely related field from an accredited college or university
    OR
  • At least 60 semester or 90 quarter credits/units, with a minimum of 20 semester or 30 quarter credits/units in Computer Science or a closely related field

Experience

  • ② Five years* of experience in technical support, helpdesk management, system administration, or data center operations
    INCLUDING
    • ③ Two years of customer support management experience**
      AND
    • ④ Two years of Windows desktop and client-server experience**
      AND
    • ⑤ One year of healthcare information technology experience**

Substitution

  • Additional experience as described above may substitute for the required degree on a year-for-year basis (up to a maximum of 2 years)
  • Completion of a one-year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco’s 1090 IT Operations Support Training Program may substitute for the required education

*One year of full-time employment is equivalent to 2,000 hours of work experience (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above 40 hours a week are not included in the calculation to determine full-time employment.

**The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this classification.

Important Note: Please make sure it is absolutely clear in your application exactly how you meet the minimum qualifications. Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Please be aware that any misrepresentation of this information may disqualify you from this recruitment or future job opportunities.

What else should I know?

Selection Procedures

  • Minimum Qualification Questionnaire (Weight: Qualifying)
    Along with this application, applicants must complete the Required Questionnaire linked in this job ad, which is designed to compare an applicant's experience with the Minimum Qualifications of this position.
  • Examination (Weight: 100%)
    After this job ad is unpublished, qualified applicants will receive an online exam link. The exam evaluates relevant knowledge, ability, and skill level.

Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Certification
The certification rule for the eligible list resulting from this examination will be the Rule of 10 Scores.

Eligible List/Score Report
Once you pass the exam, you will be placed on an eligible list and given a score and a rank. For more information, visit https://careers.sf.gov/knowledge/process/

The duration of the eligible list resulting from this examination process will be 12 months and may be extended with the approval of the Human Resources Director.

To find Departments that use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-andDepartment-FY-2021-22.pdf.

How to Apply
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit careers.sf.gov and begin the application process. 

Email communications may come from more than one department so please make sure your email is set to accept messages from all domains at https://sfdhr.org/ccsf-email-extensions. Applicants are responsible for contacting the Analyst to update their email address. 

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Terms of Announcement and Appeal Rights
This is a Position Based Test (PBT) administered in accordance with Civil Service Rule 111A.

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/. The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date. 

DPH Health Critical Requirements and Information: Please review the following policies regarding DPH employment requirements that safeguard yourself and others. 

Additional information regarding Employment with the City and County of San Francisco: 

If you have any questions regarding this recruitment or application process, please contact the analyst, Eliot.Watt@sfdph.org 628-271-6704. 

We may use text messaging to communicate with you on the phone number provided in your application. The first message will ask you to opt in to text messaging.

CONDITION OF EMPLOYMENT: All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.