Computer Client Support Supervisor

Requisition ID # 172146 

Job Category: Information Technology 

Job Level: Supervisor

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Sacramento

Department Overview

Information Systems Technology Services is a unified organization delivering high-quality technology solutions through effective cross-functional collaboration.

Position Summary

The CCS Supervisor is responsible for leadership, operational oversight, and continuous improvement of Computer Client Support (CCS) analyst functions supporting 24x7 IT service delivery. This role ensures reliable execution of core production services while providing centralized oversight of quality, onboarding, training, and knowledge management initiatives across Technology Solution Center (TSC) teams.

Operating within the Infrastructure & Operations leadership framework, the Supervisor balances daily service performance with risk management, compliance, people development, and cross-functional coordination to ensure IT services are delivered efficiently, consistently, and in alignment with enterprise standards.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint $136,000 - $184,000. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 

Bay Area Min: $ 136,000

Bay Area Max: $ 232,000
 

Job Responsibilities

Operational & Service Delivery Leadership

• Oversee execution of CCSA and TSC core production services, ensuring work is performed accurately, securely, and in accordance with approved standards and controls
• Monitor operational performance against defined metrics to demonstrate efficiency and effectiveness on a monthly, quarterly, and yearly basis
• Serve as an escalation point for operational issues and ensure timely resolution through coordination with partner teams

Process Quality, Training, Onboarding & Knowledge Management

• Provide centralized oversight for process quality monitoring, audits, onboarding readiness, training curriculum, and knowledgebase accuracy
• Champion continuous improvement of infrastructure processes, workflows, and service outcomes

People Leadership & Performance Management

• Lead, coach, and support analysts to deliver high-quality service and meet expectations
• Establish goals, metrics, and development plans; provide ongoing coaching and feedback
• Foster a collaborative, inclusive, and psychologically safe work environment

Governance, Risk & Compliance

• Ensure operations comply with IT standards, governance processes, and regulatory requirements.
• Assess and escalate operational risks and support mitigation efforts.

Collaboration & Stakeholder Engagement

• Build strong relationships across IT and with business partners
• Communicate operational status, risks, and improvement progress to leadership

Qualifications

Minimum:

• Bachelors Degree in Computer Science or job-related discipline or equivalent experience
• 3 years experience in IT infrastructure, operations, or service management experience

Desired:

• Experience in IT Service Desk or Contact Center operations
• ITIL, Six Sigma, or related certifications
• Experience supporting regulated or utility environments
• ITIL-Information Technology Infrastructure Library Manager certification