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Job Information
Job Title:  SERVICE DESK SUPERVISOR 
Agency:  DEPARTMENT OF ECONOMIC SECURITY 
Job Reference ID:  59275 
Category:  INFORMATION TECHNOLOGY 
Grade:  24 
Posted Date:  10/16/2020 
Close Date:  10/26/2020 
Job Description




DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona 


DES works with families, community organizations, advocates and state and federal partners to realize our collective vision that every child, adult, and family in Arizona will be safe and economically secure.


Our Mission is to make Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable.



SERVICE DESK SUPERVISOR

DIVISION of Technology Services

3443 N Central Avenue, Phoenix, AZ 85012

www.azdes.gov


Would you like to be part of an amazing culture that helps Arizonans reach their full potential through temporary assistance? The Arizona Department of Economic Security (DES) is looking for individuals that are committed to service, community, and teamwork.


The Department of Economic Security, Division of Technology Services, is seeking an experienced and highly motivated individual to join our team as a Service Desk Supervisor. This position is responsible for:

  • Managing Resolution Center/Service Desk teams by defining and establishing working schedules to provide adequate phone coverage for call center queues and desk coverage for self-service portal and dispatch queues during normal work hours.

  • Training for new and current team members.

  • Call and ticket monitoring for quality, prompt ticket escalations, team knowledge base article creation and maintenance, and performs related work as required.  

  • Keeping internal and external customers along with direct report and management apprised of work efforts being conducted to resolve incidents and requests.  

  • Responsible for the planning, administration, and maintenance of Resolution Center/Service Desk workflows along with KPI's and performance metrics for direct reports and incidents related to the Resolution Center/Service Desk activities.


Knowledge, Skills, Abilities:

  • Call Center and Help desk supervisor with the responsibility for the instruction, assignment, direction and monitoring of the performance of help desk and service desk analysts in a call center environment.  

  • Review and understand workforce management, major incident management, incident management, and request management.

  • Basic understanding of server and desktop applications, operating systems, and network protocols

  • Ability to manage customer expectations

  • Ability to provide and communicate excellent customer service practices

  • Skill with daily administration and personnel development.

  • Skill in effective communication both orally and written.

  • Skill in effective listening and team building.

  • Skill in critical thinking

  • Ability to handle multiple projects and tasks.

  • Ability to make decisions and solve problems under pressure.

  • Ability to stay current on technology.

  • Ability to train others troubleshooting techniques

  • Ability to provide leadership and guidance to peers.

  • Ability to master new skills as needed.

  • Ability to troubleshoot any kind of user environment problems or issues.


Qualifications:

  • Two years’ experience supervising Call Center/Helpdesk staff

  • Associate's degree or better in technology curriculum 

  • ITIL Foundations certification preferred

  • HDI Support Center Analyst certification preferred

  • Possess or be able to obtain an Arizona Level 1 Fingerprint Clearance Card that meets DES requirements.

Licenses and Certifications:

  • Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees. 

  • Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.

  • The position will require the possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R2-10-207.12). Individuals may be required to use their personal motor vehicle.


Why Should You Apply?

We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.


  • Affordable Health, Dental, Vision and Life and Disability Insurance

  • 10 holidays per year

  • Paid Vacation and Sick time off - start earning it your 1st day

  • Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)

  • Contribute to, and participate in the Arizona State Retirement System

  • Ride Share and Public Transit Subsidy

  • Career Advancement Opportunities

  • Tuition reimbursement

  • Opportunity to work remotely (home office) on an ad-hoc basis


Interested?

Apply through azstatejobs.azdoa.gov. For questions about this career opportunity, please call Doris Spann, Talent Acquisition Manager, at (602) 542 - 3805 or email [email protected] 


Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602 771-2909. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.  


Equal Opportunity Employer/Program Under Titles VI and VII of the Civil Rights Act of 1964 (Title VI and VII), and the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Title II of the Genetic Information Nondiscrimination Act (GINA) of 2008; the Department prohibits discrimination in admissions, programs, services, activities, or employment based on race, color, sex, national origin, age, disability, genetics and retaliation. To request this document in alternative format or for further information about this policy, contact your local office; TTY/TDD Services: 7-1-1. Free language assistance for DES services is available upon request.




 
Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $53,333.28-63,000.08 

 

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