Service Desk Supervisor (Senior Systems Analyst)

Role overview

Service Desk leadership

• Oversee day-to-day Service Desk operations, including workload and queue management, staff assignments, service quality, and timely incident and service-request resolution.
• Serve as a senior technical and operational escalation point for complex or high-impact issues.
• Coordinate with other Information Technology teams to resolve problems affecting City operations.
• Establish, maintain, and continuously improve Service Desk processes and procedures.

Service quality and team supervision

• Monitor service levels and performance metrics, identify trends, and pursue service improvements.
• Develop and maintain documentation and training materials; support knowledge management and self-service capabilities.
• Help ensure effective use of the City’s IT service management platform.
• Coach, mentor, and direct staff; set performance expectations, conduct evaluations, support professional development, and foster a collaborative, accountable, customer-focused team.

Minimum qualifications

• Four years of college resulting in graduation, or equivalent.
• Three years of experience in systems analysis and programming of business applications.
• One year of experience in analysis or design of large-scale computer systems and databases.
• The ideal candidate has strong technical knowledge and demonstrated leadership, analytical, communication, and problem-solving skills.

Selection process

• Applications must include a completed application and answers to supplemental questions; resumes are not a substitute for a completed application.
• The exam process may include application review and a written exam; dates and assessment components may change.
• Final candidates will undergo an employment background check.

Compensation

• Salary range is USD 137,622–167,638 per year.

Workplace

• The posting is for a position with the City of Berkeley; no explicit remote or hybrid arrangement is stated.