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SERVICE DESK SUPERVISOR- Application Support Supervisor

  • 504044
  • PHOENIX
  • REMOTE OPTIONS
  • VARIOUS-STATEWIDE
  • DEPT OF CHILD SAFETY
  • Full-time

DEPARTMENT OF CHILD SAFETY

The Arizona Department of Child Safety (DCS) is a social and human services agency whose mission is to successfully engage children and families to ensure safety, strengthen families, and achieve permanency. DCS has field office locations located throughout the state of Arizona, with its central office located in Downtown Phoenix. DCS employs over 2,800 employees who share the common vision of ensuring children thrive in family environments free from abuse and neglect.

Application Support Supervisor

IT Department

Job Location:

3003 N. Central Ave Phoenix, AZ 85012 

Posting Details:

Salary: $61,040.50 annual 

Grade: 24

Closing Date: Open until filled

Job Summary:

The Application Support Supervisor supervises the Application Support Team who support a range of applications and solutions. Defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. This position will be working directly with agency management and other information technology professionals over phone/email and in person to identify support issues. Then assist the application support team to get those issues resolved. The ability to quickly learn and understand new software applications is required.

Job Duties:

-Supervises the application support team by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
- Monitors Service Desk email, phone and ticketing system for incoming requests and works with Application Support Team to assign the work. Alerts team members about recurring problems. Oversees the creation and modification of documentation of issue resolutions within the Knowledge Base.
- Collaborates in the development of service-level objectives. Monitors service-level objectives to ensure that requirements are met or exceeded. Monitors key section metrics (quality measures, customer satisfaction ratings, service level objectives, etc.) against plan and adjust processes as appropriate.
- Identifies required resources; trains and monitors resources; leads hiring process; accountable for effective use of resources. Trains staff on operational procedures and troubleshooting techniques.
- Develops or recommends procedures and controls for service improvements. Develops the documentation for processes and ensures the overall scope, quality and effectiveness of the documentation continues to grow.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
- Thorough knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, client/server applications, computer/networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer-related technologies.
- Working knowledge of current technologies
- Working knowledge of Content Services Platforms (CSPs) (i.e. OnBase, OpenText, Box, DocuWare, SharePoint)
- Working knowledge of Customer Relationship Management (CRM) (i.e. SalesForce, Microsoft Dynamics, Oracle NetSuite)

Skill in:
- Strong customer service skills.
- Excellent interpersonal, written and oral communication skills.
- Excellent problem-solving skills and attention to details.
- Strong diagnostic skills.

Ability to:
- Balance, prioritize and organize multiple tasks.
- Work collaboratively in teams and across organizations.
- Synthesize feedback and adjust plans accordingly.
- Build strong relationships inside and outside the organization.
- Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately.
- Supervise small to medium teams.
- Evaluate and test emerging technologies.
- Understand and anticipate needs and priorities of both internal and external customers.

Selective Preference(s):

Bachelor’s degree plus 3 or more years of experience in related discipline (or equivalent experience)
Experience with Cloud based application a plus.
Experience with CRM and Content Services Platforms a plus.

Pre-Employment Requirements:

The ability to secure and maintain a Arizona Fingerprint Clearance Card; and the ability to secure and maintain clearance from the DCS Central Registry.

In-state travel is sometimes required. Requires 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 required driver training (see Arizona Administrative Code R2-10-207.12.).

BA/BS in Computer Science or related experience.

Benefits:

As an employee of the Department of Child Safety you will be entitled to a comprehensive benefits package that can become effective as soon as two weeks after starting!
Benefits include:
- Paid sick leave.
- Paid vacation that includes ten (10) holidays per year.
- Competitive health and dental insurance plans.
- Life insurance and long-term disability insurance.
We also offer optional employee benefits that include:
- Vision coverage.
- Short-term disability insurance.
- Deferred compensation plans.
- Supplemental life insurance.
- Employee wellness plans

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Positions in this classification participate in the Arizona State Retirement System (ASRS).
Enrollment eligibility will become effective after 27 weeks of employment.

Contact Us:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-2903.
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.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.