1095 IT Operations Support Administrator V

Service Desk Manager

Recruitment #PBT-1095-100216

Introduction





                  

he following information describes the civil service classification for which applications are being solicited.
Make sure you read the entire announcement before completing the application form.

The purpose of this examination announcement is to establish an eligible list for this classification.

 This is a Position-Based Test conducted in accordance with CSC Rule 411A.

 This position is located in the Finance and Information Technology (FIT) division of SFMTA.

POSITION DESCRIPTION:

Under general direction, the Service Desk Manager is responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

 

The Service Desk Manager provides direct ongoing supervision to operations support staff in the performance of providing technical support, systems analysis, and systems and hardware/software administration, which may include computers, peripherals, and mobile device configuration, or a combination of these activities working in a large network with multiple hardware and software or in a major data center with multiple and distinct computers, servers and associated networks. The Service Desk Manager performs the most difficult and complex duties of the unit and provides technical and functional supervision of the Service Desk staff. The essential functions of this position include but are not limited to the following.

 

Primary Responsibilities and Activities

  • Manage the staff of the service desk, including motivating them, writing reviews, preparing overall performance evaluations and training. Candidates should be skilled at managing large teams of at least ten or more staff.

 

  • Manage a large team supporting over 6,000 users across 39 San Francisco-based facilities.

 

  • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix, and end-user productivity.

 

  • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.

 

  • Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.

 

  • Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement.

 

  • Advance the use of a knowledge repository to share information among all levels of IT service and support.

 

  • Prepare cost analyses, budget plans and proposals as needed.

 

  • Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.

 

  • Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.

 

  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.

 

  • Perform trend analyses and develop action plans for improving service timeliness and reducing costs.

 

  • Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.

 

  • Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users.

 

Primary Work Arrangements

  • The ideal candidate will be expected to manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary.

 

  • The service desk manager must have experience in troubleshooting conventional software and hardware platforms.

 

  • The service desk manager must have sound communications skills and experience working alongside other IT and business management professionals.

 

  • The service desk manager must foster relationships with end users and must become the champion of end-user satisfaction.

 

How Will Success Be Evaluated?

Success will be evaluated by IT senior management and business input, and through standard performance indicators, for example:

 

  • End-user satisfaction ratings
  • Service-level goals being met and exceeded
  • The development, management and measurement of key service-level metrics
  • Staff retention and development
  • Process efficiency improvements
  • Contributions to the problem, change, release, knowledge and asset management processes


 

Minimum Qualifications

1. An associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field]; AND


2. Five (5) years of experience in technical support, help desk management, system administration, or data center operations.


Substitution:

Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

 

In addition to the Minimum Qualifications listed above, this position has an additional requirement. In order to qualify for this position, applicants must meet the following Special Condition.

 

Special Condition:

This position requires possession of a current valid California Class C driver’s license.

 

Desirable Qualifications:

The stated desirable qualifications may be used to identify candidates advancing to the interview process and/or to identify job finalist(s) at the end of the selection process when referred for hiring.

 

  • Demonstrated leadership experience managing a staff of 5 or more for two years or more.

 

  • Demonstrated experience managing a team to deliver strong customer service results.

 

  • Prior experience developing and measuring of key service-level metrics.

 

  • ITIL certification.

 

  • Experienced with managing key System Center applications including SCCM, SCSM, and SCOM.

 

  • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment.

 

  • Ability to relate the goals of IT service support to business goals.

 

  • A focus on customer satisfaction, with strong interpersonal skills and responsiveness.

 

  • Capacity to lead by example and develop strong personnel performance goals.

 

  • Ability to drive process improvement to continually improve service and reduce costs.

 

  • Two (2) years of Project Management experience managing multiple discipline projects.

 

  • Ability to establish good working relationships with employees, other IS professionals, departmental end users, vendors and contractors and prioritize competing requests for service.

           

  • Ability to advise and interpret policies, procedures and standards.

NOTES:

Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment.  Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes.  Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.


HOW TO APPLY:

City and County of San Francisco employment applications for this position will be accepted through an on-line process only. Mailed, hand delivered or faxed applications will not be accepted. Visit www.jobaps.com/sf to begin the application process.

 

•           Click and select 1095 IS Business Analyst (PBT-1052-100216)

•           Click on “Apply” and read and acknowledge the information

•           Click on “I am a New User” if you have not previously registered, or on “I have REGISTERED PREVIOUSLY”

•           Follow instructions given on the screen.

 

Computer kiosks are available for the public from 8:00 a.m. to 5:00 p.m. Monday through Friday to file online applications in the lobby of the Department of Human Resources, 1 South Van Ness Avenue, 4th Floor, San Francisco and in the lobby of SFMTA Human Resources office, 1 South Van Ness Avenue, 6th Floor, San Francisco.

 

Applicants may be contacted by e-mail.  It is their responsibility to ensure that their registered e-mail address is accurate and kept up-to-date.  Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter.  To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses: (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org).

 

Upon successful submittal of the application online, the applicant will receive a notification on the screen, as well as in the applicant’s e-mail inbox, acknowledging the receipt of the application by the SFMTA - Merit Section. If you are having difficulty submitting your application online, please contact us at 415.701.5013 or 415.701.5046 between 8:30 a.m. – 12:00 p.m. and 1:00 p.m. - 4:30 p.m. Monday through Friday or by e-mail at Larry.Dominguez@sfmta.com.

 

VERIFICATION:

Applicants may be required to submit verification of qualifying experience, education and driver license at any point in the application, examination and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the examination announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

 

 

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

 

SELECTION PROCEDURE:

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):

Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

 

Training and Experience Evaluation/Supplemental Questionnaire (Weight: 100%): Candidates who meet the minimum qualifications for this position will be receive a Supplemental Questionnaire via email following the closing date of this job announcement.  Candidates will be evaluated on their relative knowledge, skill and ability levels in job-related areas. It is important that the information provided on the supplemental application be accurate and complete. All statements made on the application materials are subject to verification.

 

A passing score must be achieved on the Supplemental Questionnaire in order to be ranked on the eligible list. The department may administer additional position-specific selection procedures to make final hiring decisions.

 

Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

 

CERTIFICATION RULE:

The certification rule used for the eligible list resulting from this selection process will be the Rule of Five Scores.  The hiring department may conduct additional selection processes to make final hiring decisions.

 

ELIGIBLE LIST:

The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Director of Transportation or the Civil Service Commission.

 

The duration of the eligible list resulting from this examination process will be of 24 months and may be extended with the approval of the Director of Transportation.

 

Upon approval of the Director of Transportation (see Civil Service Rule 411A.27.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification.  To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use this classification.

 

Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the SFMTA by phone at 415.701.5013 or 415.701.5046 or 415.701.5043 (TTY); or in writing to: SFMTA Human Resources, Merit Section, 1 South Van Ness, 6th Floor, San Francisco, CA 94103.  For further information, contact 415.701.5013 or 415.701.5046.

 

Reasonable Accommodation Request:

Information on requesting reasonable accommodation for persons with disabilities can be found at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

 

Veteran’s Preference:

Information regarding requests for veterans preference can be found at:

http://sfdhr.org/information-about-hiring-process#veteranspreference

 

Seniority Credit in Promotional Exams:

http://sfdhr.org/information-about-hiring-process#senioritycredit

 

Position Based Testing:

http://sfdhr.org/information-about-hiring-process#positionbasedtesting

 

General Information concerning San Francisco Municipal Transportation Agency Employment Policies and Procedures:

Employment Information for the San Francisco Municipal Transportation Agency can be obtained at http://sfdhr.org/information-about-hiring-process, or hard copy at 1 South Van Ness Avenue, 6th Floor. 

 

Terms of Announcement and Appeal Rights

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations.  Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.

 

The terms of this announcement may be appealed under Civil Service Rule 411A.36.1.  The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis” for establishing the position description, the minimum qualifications and/or the certification rule.  Appeals must include a written statement of the item(s) being contested and the specific reasons(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director.  Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.

 

Copies of Application Documents:

Applicants are encouraged to keep copies of all documents submitted.  Submitted documents become a permanent part of the exam records and will not be returned.  The hiring department may require applicants to submit the same documents and/or additional documents at a later date.

 

Right to Work:

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

 

Employee Wellness Program:

The SFMTA strives to be your employer of choice by providing an environment that supports your personal health & wellbeing with physical, nutritional, mental/emotional and financial resources. Since 2010 the SFMTA has been providing worksite wellness activities, as well as providing recognition opportunities to those individuals who successfully achieve personal milestones in wellness. For more details on the Wellness Program, please visit Employee Wellness Program Description page: https://www.sfmta.com/reports/employee-wellness-program.

 

Women, Minorities, and Persons with Disabilities are encouraged to apply

An Equal Opportunity Employer

 

Exam Type:  Combined Promotive & Entrance

Issued: January 7, 2020

Jeffrey Tumlin

Director of Transportation

San Francisco Municipal Transportation Agency

Recruitment ID Number: 100216

MTA/LD: 415.701.5013

MTA/RK: 415.701.5046

 

 

 

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.



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