1093 IT Operations Support Admn III

Recruitment #PEX-1093-110954


Controller’s Office - Systems Division

1093 IS Operations Support Administrator III

Service Desk Tier 1 Support Lead

PLEASE NOTE: In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice.  As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.


The Systems Division of the Controller’s Office manages the City and County of San Francisco’s Enterprise Oracle and PeopleSoft Applications, which are branded locally as our SF People & Pay, SF Learning, SF Financials, SF Procurement, and SF Reports & Analytics systems. These applications provide a robust, integrated platform that delivers mission-critical services to 55 City Departments, eliminating the need for hundreds of independent legacy systems and customized applications. The technology implemented and maintained by the Systems Division provides standardization, transparency, and efficiency for the City’s crucial business processes.


Within the Systems Division, the Change Management, Training, and User Support team is responsible for supporting over 37,000 active City employees, 75,000 retirees, and 20,000 city suppliers who use our centralized and integrated systems. To support our vision of a data driven organization providing best-in-class customer service, we are looking for a competent, friendly, and efficient Systems Access and Tier 1 Support Lead to oversee our five-person Tier 1 Support Team who’s mission is to provide fast and accurate support to all City employees, retirees, and suppliers who use our systems on a daily basis.


The ideal candidate will have Service Desk or comparable customer service experience, with excellent communication skills, both in speaking and writing with clarity, and listening to understand users’ issues. The ideal candidate must be customer service oriented and have the patience and empathy to deal with sometimes difficult customers. This position will be working in a high volume, fast paced environment, so teamwork, a positive attitude, and the flexibility to prioritize the team’s needs are key.


The ideal candidate must be comfortable in a data-driven environment, have an eagerness to learn and solve problems, and an appreciation of data quality, analysis, and reporting. As a member of the Change Management Team, the Service Desk Support Lead will work closely with colleagues on the User Engagement and Training teams to identify common problems and propose proactive communication and/or training activities to improve the user experience and reduce the need for support.


Under general direction, the incumbent is responsible for the following responsibilities, including but not limited to:

  • Supervise, coach, and train five Tier 1 Support Analysts (1092)
  • Foster a data-driven culture of transparency and continuous improvement, reporting team and individual Key Performance Indicators (KPIs) and Service Level Agreement (SLA) compliance to management on a regular basis
  • Develop, document, and enforce Standard Operating Procedures governing Tier 1 Support and Systems Access Provisioning for all Systems Division Enterprise Applications
  • Lead annual user security audits for all Systems Division Enterprise Applications
  • Lead quarterly SF Employee Portal Self-service Time Entry implementation projects
  • Lead SF Learning course creation, cataloging, mp4 conversion, attendance tracking service requests
  • Lead SF People & Pay job data, roster code, elapsed time schedule, and systems access requests
  • Participate and represent Tier 1 Support in Advisory Boards, Systems Division and Controller’s Office staff meetings
  • Update and formalize Systems Division Support Analyst (1092) onboarding/training program
  • Lead regular coordination with Tier 2 teams, identifying opportunities for Tier 1 training and updating Standard Operating Procedures, Canned Responses, Service Requests, and Workflow Automations accordingly
  • Lead Tier 1 problem management, troubleshooting, and triage, escalate problems as necessary to the proper Tier 2 Functional team and documenting symptoms, workarounds, and canned responses
  • Supervise and maintain Freshservice security, administration, workflows, automations, service requests, and canned responses
  • Manage all customer complaints with professional, courteous, and outstanding customer service on a daily basis, sharing customer feedback or suggestions with the appropriate individuals and/or teams
  • Establish new systems access provisioning process for new SF Budget system, documenting Operations & Maintenance Plan and Standard Operating Procedures for new SF Budget system

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement

Requires 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].

Three (3) years of experience performing analysis, installation, and technical support in a network environment.

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.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

You can also watch this video for further assistance with our online application system:


Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email 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, @dcyf.org, @first5sf.org).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file.  Applicants should retain this confirmation email for their records.  Failure to receive this email means that the online application was not submitted or received.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline.  Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Vicente Centeno, by telephone at 415-554-7506, or by email at Vicente.centeno@sfgov.org

Selection Procedures

The selection process will include evaluation of applications in relation to minimum requirements. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited to participate in the oral/performance interview.

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

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.

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.


General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

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.


Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

Information regarding requests for
Veterans Preference can be found at: 

Issued:  04/16/2021
Carol Isen
Human Resources Director
Department of Human Resources
Recruitment ID Number: 110954


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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