Job: Service Desk and Incident Manager Supervisor (Open and Promotional)

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Pay: $109,324.80 to $136,656/year

Salary : $52.56 - $65.70 Hourly $4,204.80 - $5,256.00 Biweekly $9,110.40 - $11,388.00 Monthly $109,324.80 - $136,656.00 Annually

Posted: 05/08/2018

Job Reference #: 2061842

Job Description

Overall Job Objective

Job Title:Service Desk and Incident Manager Supervisor (Open and Promotional)
Closing Date/Time:Tue. 05/29/18 11:59 PM Pacific Time
Salary:$52.56 - $65.70 Hourly
$4,204.80 - $5,256.00 Biweekly
$9,110.40 - $11,388.00 Monthly
$109,324.80 - $136,656.00 Annually
Job Type:Regular
Location:Redwood City, California
NOTE: This recruitment schedule was amended on May 21, 2018 to extend the closing date. Final Closing Date will be May 29, 2018.

The County of San Mateo's Information Services Department (ISD) assists County departments in achieving their mission through the use of information technology by establishing a cost-effective direction for information technology management; including network design, applications development, database administration & information reporting, data center operations, operating system support, and collaborative services.

Currently, ISD is seeking a qualified Service Desk and Incident Manager Supervisor. The position is located at 455 County Center in Redwood City.  The Service Desk and Incident Manager Supervisor will supervise the department's Service Desk team responsible for initial service request intake and Tier 1 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).  The Service Desk and Incident Manager Supervisor needs to take end-to-end ownership of incident escalations and ensure that the right level of support and services are being provided.  They will be expected to lead major incident recovery, ensure that root cause analysis is performed on issues, provide the mentoring to resources, and provide the reporting out from an operational perspective.  This position requires the candidate to be occasionally available to work on weekends, holidays, evenings, other shifts, and to be on-call.
Ideal Candidate:
  • 3+ years of experience supervising or leading an IT service delivery or IT support team in a cross-functional environment.
  • 3+ years of 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.
  • Knowledge of the operations, services and activities of an IT services organization in general and an IT help desk specifically.
  • 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.
  • Available for on-call schedule.

 Examples Of Duties:
Duties may include, but are not limited to, the following:
  • Plans, prioritizes, assigns, supervises, reviews, and participates in the work of staff responsible for the documentation and maintenance of a variety of software, hardware, server, and peripheral equipment at the County.
  • 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.
  • To act as a primary point of contact for escalation from a Desktop Support level in times of major system outages, supplier issues and conflict resolution with customers.
  • Participates in the development of policies and procedures; 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.
  • Participates in administering information services related contracts; works with other divisions and/or departments to negotiate or renew cost effective contracts; monitors and evaluates contractor performance to ensure compliance with County and department standards; initiates corrective action as appropriate.
  • 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.
  • Installs, designs, configures, maintains, and upgrades operating systems, hardware, and software ensuring proper integration of these components with existing system architecture across disparate platforms.
  • Supervises and oversees the installation and maintenance of network workstations and software; supervises the creation and deployment of baseline software sets.
  • 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 information services staff 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.
  • Oversees the maintenance and monitoring of inventory levels of network and computer supplies and equipment; orders, receives, and maintains adequate inventory levels; researches, evaluates, and confers with vendors concerning network systems, hardware, software, and peripherals; reviews coordinates, and authorizes purchases; recommends major tool and equipment purchases.
  • 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.


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. 
Open and Promotional. Anyone may apply. Current San Mateo County and San Mateo County Superior Court employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, SEIU or AFSCME represented extra-help/term position prior to the final filing date will receive five points added to their final passing score on this examination.

Thorough and detailed responses to the supplemental questions must be submitted in addition to the standard San Mateo County employment application. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire. 

Important Information About the Examination Process
The examination process will consist of the steps detailed below. Because of this examination process, not all applicants meeting the minimum qualifications are guaranteed advancement through the examination process.
  1. Initial review of application materials. At this step applicants submitting incomplete applications, lacking relevant qualifications and/or not following instructions will be disqualified. Applicants who pass the initial review will be further evaluated for relevant training and experience as described in Step 2 below.
  2. Application screening (weight: pass/fail) based on the candidate's application and responses to the supplemental questions.  Applicants who pass the Application Screening will be invited to a panel interview as described in Step 3.
  3. Combined Civil Service and Departmental Panel interview (weight: 100%).
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. The interview and all subsequent interviews, if needed will be conducted in person at San Mateo County, California. Applicants must participate at their own expense and must adhere to the dates listed below.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the 'Apply Online' button above or below. If you are not on the County's website, please go to to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

Tentative Recruitment Schedule
Final Filing Date: May 29, 2018
Application Screening: TBD
Civil Service Panel Interviews: TBD
The County of San Mateo is a diverse, inclusive workplace, where employees are valued and respected for their different perspectives, experiences, backgrounds, and contributions. We are proud to be an Equal Employment Opportunity Employer.

Analyst: Lucy Fung (050818) (IS Client Systems Supervisor - V301)

Application Instructions

To learn more about the position and/or to apply, please click the link below. If link is not available, please read the information above for detailed instructions on how to apply.

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