Human Services Service Desk Manager

  • Sonoma County, CA
  • Santa Rosa, California
  • Dec 01, 2023
Full Time Administration and Management Human Resources and Personnel
  • Salary: $127,168.22 - $154,592.98 Annually USD

Job Description

Position Information

Take Your IT Career to the Next Level!

The County of Sonoma Human Services Department (HSD) seeks a dynamic professional to become their next Human Services Service Desk Manager!

Starting Salary up to $ 74.07 /hour* ( $ 154,592 /year) plus a competitive total compensation package!

The Human Services Service Desk Manager supervises the daily activities of six service desk support staff ensuring timely and professional delivery of technical support services for an organization of 1,000 users and over 2,000 computing nodes. The IT service desk is responsible for providing support for computers, enterprise software, network, and related hardware peripheral issues throughout the Human Services Department. Additional duties include:
  • Planning, organizing, and directing the work of service desk support staff
  • Scheduling shift coverages and periodically reviewing staff work for quality and timely completion of assigned duties
  • Administering and managing the IT Service Management (ITSM) system, ensuring service requests are assigned equally and efficiently, tracking and reporting software and hardware tickets, and making changes to the ITSM system due to operational changes and/or workflow improvements
  • Training service desk staff on areas of responsibility, new technology, and support procedures
  • Ensuring service desk staff provide consistent, high-quality, and professional services
  • Proactively identifying process improvement opportunities, including end-user training tools and documentation
  • Monitoring service desk activities and responding to inquiries
  • Assisting with technical troubleshooting and diagnosing, and providing solutions to complex problems
The ideal candidate will have a proven record of leadership and supervision, preferably in an IT service desk environment, have proficiency in the Microsoft ecosystem and operating environment, have detailed knowledge of PC hardware and networking components and troubleshooting, and possess:
  • Experience with enterprise endpoint hardware systems including Dell desktop and laptop computers
  • Knowledge of ITIL and ITSM frameworks
  • Service desk and contact management systems experience (ACD), including Cisco phones and Contact Center
  • Extensive experience managing Microsoft hosted services, 365, and Azure
  • Experience with Virtual Desktop Systems including VMware Horizon and MS Azure and d evice management solutions including MS Intune and WDS/MD
  • Enterprise cyber security systems experience, including Windows Defender Security Operations Center and Security Information and Event Management (SEIM) best practices
  • Computer networking knowledge, including switching, routing, DNS, DHCP, and physical cable infrastructure
  • Experience with Microsoft SaaS, including Exchange, Azure Active Directory, SharePoint, Teams, and OneDrive
  • Strong communication and interpersonal skills, with the ability to effectively listen and communicate information in a clear and concise manner
  • The ability to work quickly and effectively in a fast-paced environment
About the Human Services Department (HSD)
HSD fosters a positive work environment, where our commitment to providing opportunities for advancement is strengthened by a robust staff development program. We believe in the merits of work/life balance and enjoy the satisfaction of knowing that our work contributes to the betterment of our community.

As the largest agency in Sonoma County government, our mission is to protect vulnerable children and adults, and to promote maximum independence and well-being for individuals and families. HSD is responsible for child and adult protective services, veteran services, and administration of state and federal programs, including CalFRESH, CalWORKs, Medi-Cal, and In-Home Supportive Services. The department is dedicated to providing high-quality, client-focused, cost-effective services and values the diversity, integrity, teamwork, leadership, and accountability of all staff in accomplishing the mission of the department.

The Department works collaboratively at the federal, state, and local levels to find creative solutions to support the well-being of individuals, families, and the community. To meet that goal, the department has fostered strong relationships with other public and private sector partners, including other government agencies, community-based organizations, and business leaders. For more information regarding HSD's services please visit .

What We Offer
Working at the County of Sonoma offers expansive opportunities for growth and development, the ability to be a part of a challenging and rewarding work environment, and the satisfaction of knowing your contributions work to better our shared community. You can also look forward to flexible work arrangements and excellent benefits* including:
  • Hybrid Telework - A schedule that meets the needs of our staff, department operations, and the communities we serve may be available depending on the assignment
  • Salary Advancement - A salary increase after 1,040 hours (6 months when working full-time) for good work performance; eligibility for a salary increase for good performance every year thereafter, until reaching the top of the salary range
  • Paid Time Off - Competitive vacation and sick leave accruals, 12 paid holidays, and an additional 8 floating holiday hours per year
  • County Paid Health Premium Contributions - 100% premium contribution for the majority of employee-only and employee + family health plan options
  • Staff Development/Wellness Pay - Annual benefit allowances of up to $2,000 and ongoing education/training opportunities
  • Post-Retirement Health Reimbursement Arrangement - County contributions to help fund post-retirement employee health insurance/benefits
  • Retirement - A pension fully integrated with Social Security
  • Paid Parental Leave - May be eligible for up to 8 weeks (320 hours) after 12 months of County employment
*Salary is negotiable within the established range. Benefits described herein do not represent a contract and may be changed without notice. Additional information can be found in the Salary Resolution (SalRes) and our Employee Benefits Directory .

This recruitment is being conducted to fill a Human Services Service Desk Manager. This employment list may also be used to fill future full-time, part-time, or extra-help (temporary) positions as they occur during the active status of the list. Qualified County employees who wish to be considered for future positions should consider applying to this recruitment. The Civil Service title for this position is Department Information Systems Manager.


Minimum Qualifications

Any combination of training and experience which would provide the opportunity to acquire the knowledge and abilities listed. Normally this would include:

Education: The equivalent to graduation from a four-year college with major coursework in business analysis, project management, management information systems, computer science, statistics, or closely related field; and

Experience: Four years of progressively responsible experience planning, developing and administering multiple, complex, information technology systems and applications, including one year of supervisory or lead responsibility for defining, planning and implementing automated information systems

License: Possession of a valid driver's license at the appropriate level including necessary special endorsements, as required by the State of California to perform the essential job functions of the position.

Knowledge, Skills, and Abilities

Considerable knowledge of: IT policy and planning concepts, methods, and practices; customer service protocols; capabilities and limitations of various computer systems, including mainframe and personal computer based systems, LANs and WANs; the principles of information systems analysis and design especially related to multi-platform and networked applications; information system security technologies; general principles of office automation; various operating systems and related software used in operating departments; current and emerging technology principles, principles and techniques of project management.

Working knowledge of: principles of computer programming in languages required to support the applications and systems utilized in the operating department; principles of data retrieval and reporting; requirements and methods of procurement, contract negotiation and preparation; cost benefit analysis methods; principles and practices of personnel management, employee supervision, and training.

Ability to: develop strategic information technology plans; plan, organize, prioritize and delegate work; respond to changing needs and balance competing priorities; develop cost estimates and manage project costs; apply goals and objectives in responding to user requests related to the support, maintenance, and/or upgrade of computer information systems; train and develop staff; establish staff performance standards and evaluate performance; analyze information, develop alternative solutions, project consequences and implement solutions; establish metrics and associated systems performance measurement tools; formulate and modify policies and procedures; remain knowledgeable on the current technologies available; prepare and present reports, proposals, and other information; establish and maintain effective working relationships with department staff, other information systems staff, other agencies, and vendors or contractors; understand, interpret, and apply rules, regulations, ordinances and legislation related to operations; communicate effectively orally and in writing.

Selection Procedure & Some Helpful Tips When Applying

  • Your application information and your responses to the supplemental questions are evaluated and taken into consideration throughout the entire selection process.
  • You should list all employers and positions held within the last ten years in the work history section of your application. Be as thorough as possible when responding to the supplemental questions.
  • You may include history beyond ten years if related to the position for which you are applying. If you held multiple positions with one employer, list out each position separately.
  • Failure to follow these instructions may impact your competitiveness in this process or may result in disqualification.
Please visit Getting a Job with the County of Sonoma to review more detailed information about the application, examination, and department selection processes.


Responses to supplemental questions will be scored using position-specific criteria. Please provide specific and detailed responses of a reasonable length to allow for a thorough assessment of your qualifications. Responses that state "See Resume" or "See Application" may be considered insufficient and therefore may not be scored.

The selection procedure will consist of the following examination:

An Application & Supplemental Questionnaire Appraisal Examination (weight 100%). Each application and supplemental questionnaire will be thoroughly evaluated for satisfaction of minimum qualifications and relevance of educational coursework, training, experience, knowledge, and abilities that relate to this position. Candidates possessing the most appropriate job-related qualifications will be placed on an employment list and referred to the department for selection interviews.


A background investigation is required prior to employment. Candidates referred to departments for a selection interview are typically required to sign authorization and release forms enabling such an investigation. Failure to sign prescribed forms will result in the candidate not being considered further for that vacancy. Reference information will not be made available to applicants.

Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply, depending on the duties and responsibilities of the position. If you receive a conditional job offer for the position, the requirements upon which the offer is contingent will be outlined in the conditional job letter. You may also review the Job Classification Screening Schedule to determine the requirements for this position.


Applications are accepted online at: . Paper applications may be submitted by person, fax (707-565-3770), email, or through the mail. All applications and appropriate supplemental information as outlined in the job bulletin must be RECEIVED by the time and date specified on the first page of this job announcement. Applications received after the recruitment closes will not be accepted.

The County of Sonoma values diversity and is dedicated to creating a workplace environment that provides individuals with a sense of belonging. We are committed to having a diverse workforce that is representative of the communities we serve. The County is proud to be an Equal Opportunity Employer where all aspects of employment are based on merit, competence, performance, and business need.

HR Analyst: EP
HR Tech: EV

IMPORTANT NOTE: Benefits described herein do not apply to Extra Help positions.


These are some of the excellent benefits the County offers:

Paid Time Off :Competitive vacation accrual and sick leave accruals; additional management leave annually; 12 paid holidays, and an additional 8 floating holiday hours per year; and may be eligible for up to 8 weeks (320 hours) of Paid Parental Leave after 12 months of County employment.

Health Plan :Choice of five health plans (a PPO, EPO, HMO, and two deductible HMOs) with a County paid premium contribution.

Retirement :Fully integrated with Social Security.For more information regarding eligibility, retirement contributions, and reciprocity with prior public service, please visit .

IRS 457 Plan :Pre-tax employee contribution up to the IRS annual maximum.

Retiree Medical :County contribution to a Health Reimbursement Arrangement to help fund post-retirement employee health insurance/benefits.

Plus excellent dental, vision, disability, life insurance, professional development, and more.

For answers to specific questions regarding the employment process and more details about benefits or retirement, please contact Human Resources at (707) 565-2331.Additional details about benefit and compensation packages can be found in the MOUs located at . For specific information about health and welfare benefits including plan options, coverage, and premium amounts go to or, contact the Human Resources' Risk Management-Benefits Office at or (707) 565-2900.

*IMPORTANT NOTES: Benefits described herein do not represent a contract and may be changed without notice.

Closing Date/Time: Continuous

Base Pay


Job Address

Santa Rosa, California United States View Map