State of Iowa - Department of Transportation

Job Description

Do you consider yourself a people person? The Office of Driver & Identification Services (DIS) is seeking a highly motivated and team-focused customer service professional to lead the Driver License Service Center located in Cedar Rapids as our Driver & Identification Service Center Supervisor. This leadership position is responsible for ensuring delivery of quality customer service and managing the team.

Location: Cedar Rapids Driver’s License Service Center, Cedar Rapids, Iowa

Shift: 8:00 AM to 4:30 PM Monday through Friday

The Iowa Department of Transportation’s Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa Department of Transportation’s five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception. The Driver License Supervisor's responsibilities include the development of improved work processes and monitoring services provided to external and internal customers for timeliness and accuracy. A successful candidate will promote team development among employees to attain quality and accuracy in service delivery and acceptable response times to requests from the public. In addition, the successful candidate will review and analyze productivity reports and assess problem areas. The position will also review and discuss current practices with management staff and develop plans to be used by field staff to improve work processes.

Your Responsibilities:

• Supervise assigned driver’s license teams, so they function as an effective and efficient unit.
• Respond to written or telephone inquiries from the public, state agencies, legislators, and law enforcement agencies regarding driver’s license laws, rules, policies, and procedures.
• Participate in the planning and documentation in the use of advanced technology, equipment and human resources.
• Conduct informal settlement hearings with persons whose driver’s license/registration has been suspended, revoked, canceled, or denied.
• Coordinate training and continuing education for the service center team and oversee the implementation of new laws, policies, procedures, and improved customer service methods.
• Complete complaint investigations. Review proper procedures with staff to alleviate problem areas and create a customized development plan when necessary.
• Review customer satisfaction feedback. Use results to address operational improvements and identify professional development opportunities.
• Make presentations to outside groups such as driver education classes, civic and/or service organizations and other agencies to promote the Department’s programs.
• Respond to interview requests from the media regarding issues that pertain to driver’s licensing. Review and report all media requests made in the area.
• Maintain relationships with local city, county, and state offices regarding service activities.
• Assist in the procurement and maintenance of station facilities so that employees are assured of a safe place to work and the public is appropriately served.
• Plan and conduct area meetings/training sessions with supervisors and staff. Assist with training and development conducted on a statewide basis.
• Review/monitor work schedules and hours of service provided to the public and direct work accordingly for the service center team.

Requirements:

• Must possess and maintain a valid and unrestricted, except for corrective lenses, driver’s license (minimum of an operator’s license).
• After hire, must obtain and maintain required AAMVA certifications.
• After hire, must attend a Motorcycle Rider Education Safety Course.
• After hire, must attend department training sessions, as required.

NOTICE: This position is a covered position under the REAL ID Act of 2005, 49 U.S.C. § 30301 note, as further defined in 6 CFR Part 37. Any applicant selected for employment in this position must submit to and pass a background check of the form and content required by 6 CFR 37.45.

What we offer YOU:

• Competitive pay and benefits package including health, dental, flexible spending, and life insurance.
• Insurance benefits start first of the month following 30 days of employment. 2025 health and dental insurance premiums can be found here.
• Opportunities for professional growth and development.
• Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.
• Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
• Optional 401A plan with employer contributions.
• Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).

We encourage you to view more about the State of Iowa Employee benefits and costs at the State of Iowa Employee Benefits Website!

You have the freedom to flourish in Iowa – Apply today!

The Iowa Department of Transportation is an equal opportunity employer. If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at: aa-eeo@iowadot.us

Reasonable accommodation includes an interpreter, translator, written materials, modified equipment/devices, ADA access, etc. This does not include scheduling needs.

Minimum Qualification Requirements

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1. Graduation from an accredited four-year college or university, and experience equal to four years of full-time work in customer service as a team leader or manager.
2. A total of eight years of education and/or full-time experience (as described in number one), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.
3. Current, continuous experience in the state executive branch that includes three years of full-time work as a Driver & Identification Service Center Associate, two years of full-time work as a Driver & Identification Service Center Specialist, or one year as a Driver & Identification Service Center Consultant.
4. Current, continuous experience in the state executive branch that includes one year of full-time work in a supervisory position within the Department of Transportation’s Motor Vehicle Division.

For additional information, please click on this link to view the job description. (Download PDF reader)

Why Choose the State of Iowa?

At the heart of our commitment to excellence is a dedication to our most valuable asset – our employees. Discover the outstanding benefits that set us apart as an employer of choice.

Our Robust Benefits Package Includes:

Competitive Compensation:

Enjoy a competitive salary that reflects directly on your skills and expertise.

Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendly Total Compensation Calculator. Gain insights into your comprehensive annual compensation, including salary and State-provided benefits.

Health and Wellness:

Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.

Retirement Planning:

We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind. Click here to learn more about IPERS.

Paid Time Off:

Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.

Professional Development:

Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.

Employee Assistance Program (EAP):

We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.

Diversity and Inclusion:

Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.

Join Us - Elevate Your Career:

Ready to elevate your career with the State of Iowa? Click here to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!

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