Calwin (CalSAWS) Help Desk Supervisor

Job Description:

Calwin (CalSAWS) Help Desk Supervisor

Description

The Position

*** OPEN & PROMOTIONAL ***

PLEASE NOTE: You must be a current Contra Costa County employee with permanent status in the Merit System in order to be considered for the promotional opportunity . All other applicants must apply under the open option.

Bargaining Unit: Local 512 - Social Services Staff Specialist Unit

Why Join Contra Costa County - Employment and Human Services Department?

The Employment and Human Services Department (EHSD) is dedicated to strengthening our community by connecting individuals and families with the services they need to achieve stability and self-sufficiency. We are committed to delivering exceptional public service through innovation, collaboration, and continuous improvement while fostering a workplace that values integrity, respect, diversity, and professional growth.

As part of the CalSAWS Division, you will play an essential role in supporting one of California's largest integrated public assistance systems. The division provides technical expertise and operational support that enables staff across the department to effectively deliver critical services to residents. Your work will directly contribute to improving system performance, resolving complex technical issues, and supporting the successful implementation of system enhancements that impact thousands of employees and community members.

This position offers the opportunity to lead a team of technical professionals, collaborate with County departments, State partners, and vendors, and help shape business processes that improve service delivery. If you enjoy solving complex problems, leading others, and making a meaningful impact through technology and public service, this is an excellent opportunity to grow your career.

We are looking for someone who is:

• An experienced supervisor who can effectively plan, assign, coach, and review the work of a technical help desk team.
• A strong problem solver who enjoys researching complex system issues and developing practical solutions.
• Skilled at communicating technical information in a clear, concise manner to both technical and non-technical audiences.
• Collaborative and able to build strong working relationships with managers, analysts, State partners, vendors, and program staff.
• Analytical and detail-oriented, with the ability to identify trends, evaluate system issues, and recommend process improvements.
• Adaptable and customer-focused, able to balance competing priorities while providing high-quality support in a fast-paced environment.
• Knowledgeable about public assistance programs and automated eligibility systems, or able to quickly learn and apply complex program policies and system functionality.

What you will typically be responsible for:

• Supervising the daily operations of the CalSAWS Help Desk team, including assigning work, coaching staff, and ensuring timely completion of assignments.
• Researching and resolving complex CalSAWS system issues by collaborating with State partners, vendors, and internal stakeholders.
• Analyzing help desk trends and identifying opportunities to improve system functionality, business processes, and customer service.
• Monitoring help desk activities, resolutions provided to user staff, and forwarding service request problem tickets through review processes to the vendor process
• Collaborating with managers, supervisors, analysts, and technical staff to coordinate system support, communicate updates, and address operational challenges.
• Collaborating with CalWIN (CalSAWS) On-Site Support Supervisor, Eligibility and Social Work Supervisors and Department Analyst staff and managers to address and coordinate on-site application and program issues
• Training, mentoring, and developing Help Desk staff while helping establish unit procedures and promoting continuous improvement.

A few reasons why you might love this job:

• You enjoy problem-solving, finding solutions, and translating technical processes into clear, actionable steps
• You take pleasure in helping staff adopt new system functionalities
• You thrive on building partnerships across programs and collaborating across bureaus
• You are passionate about researching issues and analyzing trends

A few challenges you might face in this job:

• Managing competing priorities while supporting staff and maintaining high level of customer service.
• Keeping pace with constant change with legislation/ policy and system enhancements.
• Some of the tasks may change priority and response are slow
• Providing timely high-quality support in a rapidly changing environment

Competencies Required:

• Analyzing & Interpreting Data: Drawing meaning and conclusions from quantitative or qualitative data
• Decision Making: Choosing optimal courses of action in a timely manner
• Innovative Problem Solving: Identifying and analyzing problems in order to propose new ways to do business
• Professional & Technical Expertise: Applying technical subject matter to the job
• Displaying Ownership and Accountability: Holding self and others accountable for measurable high-quality, timely, and cost-effective results
• Oral Communication: Engaging effectively in dialogue
• Writing: Communicating effectively in writing
• Coaching & Developing Others: Supporting others in stretching and expanding their capabilities
• Leadership: Guiding and encouraging others to accomplish a common goal
• Business Process Analysis: Defining, assessing, and improving operational processes and workflow
• Managing & Facilitating Change: Addressing key factors that influence successful organizational change

To read the complete job description, please visit the website; www.cccounty.us/hr

The eligible list established from this recruitment may remain in effect for six (6) months.

Minimum Qualifications

License Required: Possession of a valid California driver's License.

Experience: Two (2) years of full-time or its equivalent experience as a CalWIN Help Desk Specialist, or Eligibility Work Supervisor I or 2) One (1) year of full-time experience as an On-Site Support Supervisor in Contra Costa County classified service.

Or II
Education: Completion of 60 semester units or 90 quarter units at an accredited college or university which included at least 12 semester or 18 quarter units in psychology, sociology, social welfare, or a closely related field.

Two (2) years of full-time or its equivalent experience as a CalWIN Help Desk Specialist or Eligibility Work Supervisor I or equivalent class or 2) One (1) year of full-time experience or its equivalent as an On-Site Support Supervisor in a California County Welfare Department.

Substitution: Two year(s) of additional qualifying experience may be substituted for the required education.

Desirable Qualifications:

• Experience contributing to unit procedures, policies, and system change recommendations through analysis and collaboration with stakeholders
• Experience analyzing problem areas, identifying system and business process improvements, and monitoring help desk activities
• Knowledge of training, staff development, and providing feedback in unit or division meetings
• Experience defining system improvement criteria and business needs, and assisting vendors with change requests

Selection Process

Application Filing & Evaluation: Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process. Training and Experience Evaluation: Consists of an evaluation of each candidate's relevant education, training and/or experience as presented on the application and supplemental questionnaire. (Weighted 100%)Departmental Interviews: Employment and Human Services Department hiring team will contact individuals from the PROMOTIONAL eligible list prior to the OPEN eligible list.

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

For recruitment-specific questions, please contact Flor Robb at Flor.Robb@hrd.cccounty.us. For any technical issues, please contact the GovernmentJobs’ applicant support team for assistance at +1 855-524-5627.

CONVICTION HISTORY

After you receive a conditional job offer, 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 conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. 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. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER

All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County 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.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.

Contra Costa County is committed to providing equal access and opportunity to qualified individuals with disabilities in its employment practices. If you believe you mayanticipateneeding reasonable accommodation, please visit our job seeker resources page at: Special Testing Accommodations | Contra Costa County, CA Official Website .

To find more information on Benefits offered by Contra Costa County, please go to https://www.contracosta.ca.gov/1343/Employee-Benefits

Closing Date/Time: 8/6/2026 11:59 PM Pacific

Salary:

$99,545.50 - $120,998.20 Annually