Service Desk Supervisor

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. Working Conditions This position is located at The Emerald Tower on Capitol Mall, steps from Tower Bridge and is walking distance to the State Capitol. The building offers affordable monthly parking, employee gym access, an amenities center, and a beautiful mid-tower garden terrace. It is conveniently situated only blocks from Old Sacramento, numerous restaurants, a seasonal farmer’s market, and the Crocker Art Museum. Overlooking the Golden 1 Arena and Downtown Commons, the office is accessible from Sacramento Regional Transit’s light rail and bus systems, with convenient access to I-5, I-80, US 50 & US 99. This position is eligible for hybrid telework under California Government Code Section 14200 for eligible applicants residing in California. All telework schedules are subject to change and may be reevaluated at any time. Specific telework arrangements may be discussed in more detail with the respective hiring manager. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the State Controller's Office policies. Applicants must reside within California at the time of appointment. In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction. Minimum Requirements You will find the Minimum Requirements in the Class Specification.
• INFORMATION TECHNOLOGY SUPERVISOR II Additional Documents
• Job Application Package Checklist
• Duty Statement Department Information The Office of the State Controller (SCO) is the destination employer within the State of California. As California’s chief fiscal officer, the Controller’s Office ensures accountability and transparency of California’s financial practices while promoting fairness and opportunity for all. Here, you’ll work in a collaborative and supportive environment with diverse opportunities for professional growth and development. A career with the SCO offers meaningful work that directly impacts the state’s future. The Information Services Division (ISD) of the California State Controller’s Office is the technology hub that drives innovation and efficiency across the agency. ISD is responsible for developing, maintaining, and enhancing critical IT systems that support the State’s payroll, accounting, and financial reporting functions. If you're passionate about software development, cybersecurity, data management, or IT project management, ISD offers a dynamic environment for tech professionals looking to make a meaningful impact. Take the next step in your career with an organization that values innovation, integrity, and the well-being of its employees. Apply today and build a California where everyone thrives! Visit our website to learn more about the State Controller’s Office. How did you hear about us? Take our survey!

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.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.