Customer service supervisor Jobs in Irvine, CA

IT Service Delivery Supervisor

Client Company/Dept. Name: City of Santa Ana - Information Technology Department

Address: 20 Civic Center Plaza, Santa Ana, CA 92701

Duration of the project: Project Start Date: 2/2/2027 - Project End Date: 2/1/2032 - Due date for Resume submission: 9/22/2026

No. of Openings: 1 - No. of Maximum Submissions: 2

Job Description:

Key Responsibilities:

• Serve as the local, client-facing supervisor for all consultants placed with the client, and report onsite to client facilities within two (2) hours of a request.
• Work in conjunction with the client's IT management to provide effective day-to-day management of the work activities and tasks of placed consultants.
• Manage consultant leave requests, timekeeping approval, and schedule coverage, including occasional after-hours, on-call, and scheduled maintenance-window support.
• Coordinate onboarding and offboarding of consultants, including badge and identification requirements, equipment issuance and return, and account provisioning and deprovisioning.
• Verify that Department of Justice Live Scan background screening is completed for every consultant prior to placement at the client site.
• Ensure all consultants display a visible identification badge and appropriate clothing identifying them as Abacus personnel while at client facilities.
• Monitor consultant performance and conduct, address performance concerns promptly, and coordinate replacement staffing when the client requests removal of a consultant.
• Partner with the recruiting team on requisition intake, candidate qualification, submittal quality, interview coordination, and start-date readiness for new assignment requests.
• Maintain consultant familiarity with the client's IT service management system for logging and handling work service and change requests.
• Serve as the escalation point for client concerns and resolve service delivery issues before they require client management involvement.
• Maintain accurate assignment records and placement documentation, and report on fill performance, retention, and consultant utilization.
• Ensure compliance with applicable federal, state, and local employment and labor requirements, and with client conduct, security, and confidentiality expectations.
• Build and maintain relationships with client stakeholders and provide regular status updates to Abacus leadership on engagement health and risks.

Skill Set Info:

Experience: 5+ years of overall IT experience preferred; 2+ years of IT supervisory, team lead, or technical management experience preferred; Government/municipal IT experience strongly preferred; Experience supervising technical staff and coordinating day-to-day IT operations; Experience with performance monitoring, task assignment, escalation management, onboarding/offboarding, leave coordination, and replacement staffing.

Must currently reside in and work from Southern California, with the ability to be onsite at a client facility in Orange County within two (2) hours of a request; Supervisory or service delivery / account management experience in IT staffing, workforce solutions, or professional services; Direct experience supervising contract IT personnel placed at a client site, including performance management and replacement coordination; Experience supporting public sector clients (municipal, county, state, K-12, or higher education) strongly preferred; Familiarity with IT roles commonly staffed in government environments, including help desk and desktop support, programmer/systems analyst, cybersecurity analyst, network and systems administration, database administration, project management, and business analysis; Familiarity with IT service management ticketing platforms and standard incident and change request workflows; Working knowledge of onboarding and compliance processes, including background screening, I-9 and work authorization verification, badging, and confidentiality requirements; Strong client engagement and stakeholder communication skills, with the ability to represent Abacus to senior client IT leadership; Strong organizational skills and the ability to manage multiple concurrent assignments, escalations, and deadlines; Comfortable working within an applicant tracking / recruitment platform for requisition, submittal, and placement tracking; Valid California driver's license and reliable transportation for onsite client visits; Able to pass a Department of Justice Live Scan background check.

Education: Bachelor's degree in Business Administration, Information Technology are preferred.

Certifications (if required): Preferred: ITIL, PMP, CompTIA, Cisco, Microsoft, or CSP (Certified Staffing Professional) is a plus.

Documentation Required for submission: Resume

Work Hours: Monday through Friday, 7:30 AM to 5:30 PM. Occasional after-hours, on-call, and scheduled maintenance-window availability required. Onsite response to client facilities within two (2) hours when requested.

Work authorization required: US Citizen Only

Relocation is accepted: No

Remote work: No

Additional Notes if any: By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Privacy Policy - Abacus.