Service Desk and Mobile Device Supervisor (Departmental Promotional Only)

ISD is seeking a qualified Service Desk and Mobile Device Supervisor. The position is located at 455 County Center in Redwood City. The Service Desk and Mobile Device Supervisor will supervise the department's Service Desk team responsible for initial service request intake, Tier 1 support, and mobile support.  This person will also work closely with other teams to resolve cross-functional issues and to mature service delivery and service management processes.  The successful candidate is a dynamic leader with a proven track record of successful development of relationships, development & implementation of processes, management of large scale strategic projects and programs, effective cross-group collaboration and motivation of teams at all levels, and is proficient from a technical perspective (preferably in an IT Infrastructure Delivery environment).   

Ideal Candidate:

• Experience supervising or leading an IT service delivery or IT support team in a cross-functional environment.
• Experience working with customers in the public sector.
• Knowledge of the principles and practices of employee supervision, including work planning, assignment, review and evaluation, coaching, mentoring, and the training of staff in work procedures.
• Excellent customer service philosophy and acumen.
• Techniques for providing a high level of customer service by effectively dealing with callers and collaborating with internal teams.
• Excellent communication and interpersonal skills.
• Ability to “think outside the box” to find solutions. 
• Be able to lead the team through new workflows and new processes.   
• Knowledge of the operations, services and activities of ISD’s organizational services and an IT help desk specifically.
• Knowledge of InTune and MDM administration.
• Knowledge of Apple Business Manager.
• Knowledge of mobile devices and tablets for both iOS and Android platforms.
• Knowledge and experience with asset management.
• Experience with managing and supporting a ServiceNow ITSM system, including the modules for incident management, problem management, change management, knowledge management, IT asset management (ITAM), and Configuration Management Database (CMDB).
• Highly results-driven with a thirst for data analysis.

Duties may include, but are not limited to, the following:

• Plans, prioritizes, assigns, supervises, reviews, and participates in the work of the Service Desk staff. 
• Participates in the development and implementation of goals, objectives, policies, and priorities for assigned function; recommends within departmental policy, appropriate service and staffing levels.
• Establishes schedules and methods for providing customer support services; identifies resource needs; reviews needs with appropriate management staff; allocates resources accordingly.
• Participates in the development of policies and procedures (SOPs); monitors work activities to ensure compliance with established policies and procedures; makes recommendations for changes and improvements to existing standards and procedures.
• Participates in the selection of, trains, motivates, and evaluates assigned staff; works with employees to correct deficiencies; recommends discipline to applicable ISD management.
• Participates in the preparation and administration of assigned program and project budgets; submits budget recommendations; monitors expenditures.
• Serves as project manager for assigned projects, including overseeing project progress and reporting, assigning and delegating assignments to assigned staff, gathering user and systems requirements, working with vendors, contractors, project managers, and other project staff, installing, configuring, testing, and providing general technical support, and developing technical and user documentation.
• Serves as a lead contact (point of contact) with mobile carriers. 
• Gathers and analyzes service performance metrics and data; develops reports and recommendations for changes and improvements to ensure efficient and quality service delivery.
• Collaborates with colleagues to design, draft, and implement a core information services service framework.
• Oversees and participates in the development and maintenance of user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology.
• Supervises and participates in the inspection, troubleshooting, diagnosis, and resolution of complex personal and mobile computing system, hardware, software, and peripheral malfunctions; assesses system performance and identifies, analyzes, and resolves problems, modifies configurations as appropriate; coordinates response to emergency maintenance and repair situations.
• Performs other duties as assigned.

Departmental Status: An applicant must be an Information Services Department employee with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position.

Knowledge of:

• Principles and practices of employee supervision, including work planning, assignment, review and evaluation, coaching, mentoring, and the training of staff in work procedures.
• Basic principles and practices of budget development, administration, and accountability.
• Operations, services, and activities of assigned information services program.
• Advanced principles and practices used in the operations, troubleshooting, maintenance, and administration of network operating systems, personal computer system hardware, and related software systems.
• Methods and techniques of evaluating business requirements and developing information systems solutions for strategic County systems.
• The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
• Personal computer and network system application software packages and hardware peripherals.
• Computer hardware, software, network technology, and operating system products.
• Advanced techniques and methods of computer hardware and software evaluation, implementation, and documentation.
• Advanced troubleshooting, configuration, and installation techniques.
• Applicable regulatory relevant to assigned area of responsibility.
• Modern office practices, methods, and computer equipment and applications related to the work.
• English usage, spelling, vocabulary, grammar, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with vendors and County staff.

Skill/Ability to: 

• Plan, organize, schedule, assign, review, and evaluate the work of and train staff.
• Recommend and implement goals, objectives, and practices for providing effective and efficient services.
• Identify and coordinate areas where business process redesign can favorably impact operations.
• Evaluate and recommend improvements in operations, procedures, policies, or methods.
• Analyze department procedures and data to develop logical solutions to complex systems problems.
• Recommend, evaluate, design, test, and install operating systems, applications, and supporting hardware and software.
• Provide advanced-level technical support for the implementation and maintenance of operating systems, servers, software, hardware, and peripheral equipment.
• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
• Effectively represent the department and the County in meetings with contractors and vendors.
• Prepare clear and concise reports, correspondence, policies, procedures, and other written materials.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience:
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.  A typical way to obtain the required qualifications would be: completion of coursework and/or training in information systems, computer science, or a related field and five (5) years of increasingly responsible experience including two (2) years of lead, supervisory, or project management responsibility performing technical support specific to personal or mobile computing.
 
Licenses and Certifications:

• Some positions may require possession of, or ability to obtain, a valid California Driver's License by time of appointment.
• Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.

Physical Demands: 
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer and telephone; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.  Standing in and walking between work areas is frequently required.  Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.  Positions in this classification frequently bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information.  Employees occasionally and must possess the ability to lift, carry, push, and pull materials and objects up to 50 pounds with the use of proper equipment.

Environmental Elements:
Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.  Employees may interact with upset staff when providing customer support services.Departmental Promotional Only. Only current County of San Mateo employees in San Mateo County's Human Services Agency with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position prior to the final filing date may apply. Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questions.

The examination process will consist of an application screening (weight: pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%) which will include a pre-interview performance exam. Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California and applicants must participate at their own expense. 
 
IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org/ to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.  

Tentative Recruitment Schedule

Salary : $141,128 - $176,384