Service Desk Supervisor (Information Technology Supervisor II)

Job Description and Duties Under general direction of the Information Technology Manager I in the Information Systems Division (ISD) the incumbent will take day-to-day direction from the Unclaimed Property Division (UPD) Division Chief and/or Assistant Division Chief on workload needs and requests and will function at the full supervisory level and is responsible for supervising, planning, organizing, directing, coordinating, and reviewing the activities and workload of the Unclaimed Property Division Service Desk (UPDSD) staff and may occasionally perform the most difficult or sensitive work. The incumbent directly or indirectly supervises all lower level information technology and support staff performing work in any domain or combination of domains. This includes helpdesk support; application maintenance; implementation of projects and modifications to existing and future processes; coordination of change management; communicating changes and implementation; project management support and operational analyses. Duties Performed:(Candidates must perform the following functions with or without reasonable accommodations.) • Lead and direct the activities of UPDSD staff responsible for providing Helpdesk Support, Application Change Management, IT Project Management & Support, SQL Server Database & Report Support, Asset Management and SharePoint Administration for UPD. Allocate UPDSD staff to support ISD Projects to support SC priorities. • Conduct staff performance analyses, authoring probation and annual performance reports in accordance with scheduling provided by the ISD Personnel Liaison Office (PLO), State Controller's Office of Human Resources (SCO HR) or the California Department of Human Resources (CalHR). • Conduct staff recruitment and development, including training plans to support division needs in accordance with procedures provided by the PLO, SCO HR or CalHR. • Administer information technology policies and programs in accordance with industry best practices, standards and Information Security Office (ISO) guidelines. • Identify, document, and monitor defined service levels and performance management standards to best support division needs and priorities. • Allocate IT resources to best support division needs and priorities. Identify technology needs and coordinate procurement to support division objectives. • Provide web-publishing oversight for the Division, to include overseeing the maintenance of the internal Controller’s Office intranet (COIN) for specific UPD webpages. • Coordinate with ISD and UPD staff along with the needs assessment, development, and maintenance of new and existing computer applications essential to the UPD Program. • Coordinate with various ISD bureaus, providing guidance and technological information to division management to determine the most effective and least disruptive means to implement major upgrades and maintenance. • Provide leadership and guidance to managers and supervisors regarding information security, computer access and use, business continuity planning, and communications. • Act as the division’s Security Officer in determining information and physical security needs and ensures program staff and managers are trained in information security guidelines and policies, all in collaboration with the ISO. • Directly oversee the activities and workload of project team members from other division areas. • Act as the IT Project Sponsor or Project Manager (PM) for division projects. This includes developing the project scope; plans, guides, and overseeing the day-to-day activities; developing PM documents and work plans, and communicating project progress, changes, costs and risks. • Schedule and facilitate project status meetings ensuring status of changes are communicated to the stakeholders, steering committee and executive management. • Perform activities as the program PM with ISD; managing the changes to the program to ensure successful implementation, present and report project status risks and issues to the steering committee and executive management as needed. • Participate in vendor/product solution evaluation and selection as the technical representative. • Develop, manage and monitor the UPD’s IT budget to ensure appropriate procurement of hardware and software. • Manage and monitor non-technology contracts related to the UPD’s operations. • Ensure vendors are complying with the terms, conditions, and service level agreements of the contract. • Resolve and communicate any concerns with non-compliance or non-performance with executive management. You will find additional information about the job in the Duty Statement. Special Requirements A resume is required. A Statement of Qualifications is required; please see ‘Required Application Package Documents’ for instructions. Take the required examination here: Information Technology Supervisor II Examination Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate: • Demonstrated experience with development, maintenance, support, and administration of custom, COTS, and SaaS based web applications and enterprise platforms. • Demonstrated experience with IT project management practices and principles. • Demonstrated experience with the following technologies: SharePoint O365, WordPress, Salesforce, ServiceNow, .NET, C#, SQL Server, Microsoft Power BI and JavaScript. • Familiarity with AI tools and technologies, with a demonstrated ability to leverage generative AI to optimize workflows and increase productivity. • Knowledge and experience with various system development methodologies. • Knowledge and experience with Information Technology Infrastructure Library (ITIL)service management practices. • Proficiency with Microsoft Excel, Word, Visio, and SharePoint. • Strong leadership skills including the ability to engage, inspire, empower, develop, and mentor staff. • Ability to effectively recruit, select, develop, and retain competent staff; includes making appropriate assignments and managing staff performance. • Ability to prepare and produce clear and concise documentation (e.g., concept papers, statements of work, processes and procedures, plans, policies, etc.) and provide recommendations to IT leadership. • Ability to meet business needs through innovative solutions in a fast-paced environment. • Ability to communicate effectively in a clear and concise manner. • Ability to establish and maintain cooperative working relationships with all levels of staff and management, communicate effectively with peers, users, developers, management, and others. • Ability to manage multiple high-priority initiatives in a fast-paced achievement-oriented environment. • Ability to adapt to changes in direction or organizational change. • Ability to work under pressure to meet deadlines. • Demonstrate a service oriented, customer relations-sensitive attitude. • Demonstrate keen attention to detail and excellent organizational skills. • Willingness to work excess hours to achieve business results. • Display enthusiasm and aptitude for continuous learning.