Customer Service Section Supervisor

DEPT OF TRANSPORTATION Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. Check out a day in the life of our Motor Vehicle Division employees truly thriving! CLICK HERE! Customer Service Section Supervisor **Open to CURRENT ADOT EMPLOYEES Only** Job Location: MVD Directors Office 1801 W. Jefferson Phoenix, AZ 85007 Posting Details: Salary: $51,637.87 Grade: 20 Closing Date: 06/15/2026 Job Summary: Provide leadership and operational oversight to a team of Level 2 Support Specialists, ensures the accuracy, consistency, and timeliness of support and plays a key role in analyzing ticket data, identifying trends, and collaborating with product owners to improve systems, workflows, and customer experience. Operates in a fast-paced support and analysis environment with frequent interruptions and shifting priorities. May require occasional travel or on-site support at field offices. This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance. Job Duties: Supervise, mentor, and guide Level 2 Support; including workload assignment, performance monitoring, coaching, and staff development. Monitor workload and adjust staffing/resources to maintain service levels and response times. Participate in hiring, evaluations, and disciplinary actions in accordance with agency guidelines. Serve as a liaison between the Level 2 team, field offices, managers, training officers, and product owners. Oversee resolution of complex inquiries from field offices and indirect units. Review and approve escalated cases, ensuring proper documentation, research, and resolution quality. Assist directly in working and resolving tickets, particularly those requiring advanced troubleshooting or elevated knowledge. Conduct data analysis of support tickets to identify trends, recurring issues, training needs, system defects, or process inconsistencies. Collaborate with product owners and training officers to communicate trends, issues, enhancement requests, and user feedback. Knowledge, Skills & Abilities (KSAs): Knowledge of: • MVD policies, procedures, and MAX system. • Driver licensing, title and registration, authorized presence, and related operational functions. • Research, investigation and analysis of Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 13, 28, and 41, FMCSA's Rules and Regulations and other driver and vehicle systems. • Google workspace. Skills in: • Strong analytical and critical thinking. • Strong oral and written communication. Ability to: • Collaborate effectively with product owners and technical teams. • Problem solving and decision-making abilities for complex or sensitive cases.L • Lead, coach, and develop a specialized support team. • Interpret ticket data, identify patterns, and recommend solutions. Selective Preference(s): 2 years exp in Arizona State Service as a CSR or higher, or 4 years exp in a high visibility public contact setting in a regulatory or public service environment. A Bachelor’s degree in Business or Public Administration or related field will substitute for 2 years of the required work experience. Any combination of training and experience that meet the KSAs. Pre-Employment Requirements: Valid driver's license Fingerprint clearance required If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11). All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits: The Arizona Department of Administration offers a comprehensive benefits package to include: • Sick leave • Vacation with 10 paid holidays per year • Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program). • Health and dental insurance • Retirement plan • Life insurance and long-term disability insurance • Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion. Learn more about the Paid Parental Leave program here . For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement : Mandatory participation in the Arizona Retirement System (ASRS) is required. Contact Us: For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [email protected] or phone call at (602) 712-8188 option 2. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.