Service Desk Supervisor (Senior Systems Analyst)

Service Desk Supervisor (Senior Systems Analyst)

Salary

$137,622.58 - $167,638.85 Annually

Location

Berkeley, CA

Job Type

Career

Job Number

2026-10-1214

Department

Information Technology

Opening Date

10/05/2026

Closing Date

10/19/2026 5:00 PM Pacific

• Description
• Benefits
• Questions

Berkeley, California is a small city with a big reputation. At just ten square miles of land and seven square miles of water, Berkeley is famous around the globe as a center for academic achievement, scientific exploration, free speech, and the arts, and home to over 50 parks, a top-ranked university, and the largest public marina in the San Francisco Bay.

JOB OPPORTUNITY

The City of Berkeley is seeking an experienced, customer-focused Service Desk Supervisor to lead the City's IT Service Desk and ensure the delivery of high-quality technology support services across City departments. This position provides day-to-day leadership and operational oversight of the Service Desk team, including workload and queue management, staff assignments, service quality, and the timely resolution of incidents and service requests.

The Service Desk Supervisor serves as a senior technical and operational escalation point for complex or high-impact issues and works closely with other Information Technology teams to coordinate effective resolutions to problems affecting City operations. The position also plays a key role in establishing, maintaining, and continuously improving Service Desk processes and procedures.

Responsibilities include monitoring service levels and performance metrics, identifying trends and opportunities for improvement, and promoting consistent, responsive, and effective customer service. The incumbent develops and maintains documentation and training materials, supports knowledge management and self-service capabilities, and helps ensure the effective use of the City's IT service management platform.

As a supervisor, the incumbent provides coaching, mentorship, and direction to Service Desk staff; establishes clear performance expectations; conducts performance evaluations; supports professional development; and fosters a collaborative, accountable, and customer-focused team environment.

The ideal candidate will bring strong technical knowledge along with demonstrated leadership, analytical, communication, and problem-solving skills. They will be comfortable working in a diverse and complex environment with a wide range of City departments, technologies, users, and operational needs, and will be committed to delivering reliable, responsive, and high-quality IT services.

This position, classified as Senior Systems Analyst, is assigned the working title of Service Desk Supervisor.

See the full job specification here: https://www.governmentjobs.com/careers/berkeley/classspecs/105541

MINIMUM QUALIFICATIONS

A typical way of gaining the knowledge, skills, and abilities for this classification is:

Completion of four (4) years of college resulting in graduation or its equivalent, and three (3) years of experience in systems analysis and programming of business applications, including one (1) year in the analysis or design of large-scale computer systems and databases.

APPLICATION PROCESS

Applications must be received by 5:00 PM Pacific on October 19, 2026 and must include a completed application and answers to the supplemental questions. Please note that resumes are not a substitute for a completed application.

Applications are available in alternative formats (audio-format, braille, large print, electronic text, etc.) upon request to ada@berkeleyca.gov. Please allow 10 days for production of the material in an alternative format.

EXAM PROCESS

The exam process will include, but may not be limited to:

• Application review for minimum qualifications (qualifying experience will be calculated based on the application period close date)
• Written Exam (tentatively scheduled for the week of November 2, 2026)

Tests may consist of any combination of written, oral or other exercises or assessment procedures that test content and may include, but are not necessarily limited to, typing, math, reading, writing and analytical skills; problem solving ability; computer and software proficiency, or any other job-related knowledge, skill, ability or qualification. The examination process and dates are subject to change. The City may, without notice, change or eliminate any assessment component as needs dictate. Applicants passing all examination phases will have their names placed on an employment eligible list that hiring departments will use to conduct final selection interviews.

Reasonable Accommodations: The City is committed to making reasonable accommodations in the examination process and in the work environment. Individuals requesting reasonable accommodations in the examination process must submit a request in writing to hr@berkeleyca.gov at the time of application.

PRE-EMPLOYMENT PROCESS

Candidates under final consideration for employment with the City will undergo an employment background check that may include, but is not limited to: confirmation of employment history, educational credentials and degrees, certificates, registrations, and licenses including drivers license; credit check; criminal history check; and Live Scan fingerprinting.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) EMPLOYER

The City of Berkeley is an Equal Employment Opportunity (EEO) employer. All employment actions shall be administered regardless of race, color, national origin, ancestry, religion, age, physical or mental disability or medical condition, sex, gender, gender identity, gender expression, sexual orientation, genetic information, marital status, pregnancy, political affiliation, veterans' status, or any other status protected under federal, state, or local law.

DISASTER SERVICE WORKER

All City employees are required to provide services as Disaster Service Workers in the event of an emergency/disaster.

Benefited employees receive a myriad of financial and other benefits, including CalPERS pension and other retirement plans, medical and dental coverage, tuition reimbursement, paid time off and more.

Benefit-eligible employees include those with a regular work schedule of at least 20 hours per week. Employees working less than 30 hours per week may receive pro-rated benefits.

Retirement

CalPERS

City employees are included in the California Public Employees Retirement System (CalPERS). The retirement formula is either 2% at age 62 (PEPRA members) or 2.7% at age 55 (Classic members).

Deferred Compensation

The City offers voluntary 457 deferred compensation plans with CalPERS or Empower. Employees may contribute up to the IRS maximum on a pre-tax basis.

Medical Plans

Employees can choose coverage under Kaiser HMO or Sutter Health Plan HMO. The City contributes an amount equal to the cost of the Kaiser premium. Employees who have medical coverage under another group plan may choose to waive City-provided medical coverage and receive a monthly stipend.

Dental Plan

The City provides group dental benefits through Delta Dental of California. The City contributes up to the family coverage for the plan, which covers 90% of the dental charges up to $3,000 annually per person. Orthodontic benefits are offered at a $3,000 lifetime maximum per person. Employees who have dental coverage under another group plan may choose to waive City-provided dental coverage and receive a monthly stipend.

Vision Plan

The City provides vision benefits through Vision Service Plan. The plan covers 100% for eye exams and lenses every 12 months with $25 copays. The plan also provides an allowance for frames every 24 months.

Life Insurance

The City provides employees with a $50,000 Life Insurance and Accidental Death & Dismemberment policy. Employees have the option to purchase additional term life insurance up to a maximum of $300,000.

Sick Leave

Employees earn one day of paid sick leave per month.

Vacation

New employees accrue 80 hours of vacation annually, with an increase to 120 hours annually after 3 or 4 years of service, depending on eligibility for Administrative Leave (see MOU).

Holidays

15 paid holidays and 3 floating holidays annually

(PEU)

01

Please indicate your highest level of education completed.

• Some High School
• High School or Equivalent
• Some College
• Associates Degree
• Bachelors Degree
• Masters Degree or Higher

02

Please indicate degree and/or major coursework.

03

Please indicate how you meet the required 3 full-time years of experience in systems analysis and programming of business applications. Include your job titles and employment dates. Ensure that an in-depth description of this experience is reflected under the work history section of this application.

04

Please indicate how you meet the required 1 full-time year in the analysis or design of large-scale computer systems and databases. Include your job titles and employment dates. Ensure that an in-depth description of this experience is reflected under the work history section of this application.

05

I acknowledge that I have reviewed my application and my answers to all above supplemental questions for accuracy. I understand that an incomplete application, inconsistent or conflicting information, or incomplete answers to the supplemental questions may result in disqualification from the recruitment process.

• Yes

Required Question

Employer City of Berkeley

Address 2180 Milvia Street (1st floor)

Human Resources Department

Berkeley, California, 94704

Phone (510) 981-6800

Website https://berkeleyca.gov/your-government/jobs