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Iowa Department of Transportation Driver & Identification Service Center Supervisor 2 in Council Bluffs, Iowa

Salary $49,004.80 - $74,235.20 Annually

Location Council Bluffs - 51503 - Pottawattamie County, IA

Job Type Full-time

Agency 645 Iowa Department of Transportation

Job Number 22-00094

Closing 7/27/2021 11:59 PM Central

Point of Contact Kathleen Schultz-

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 Council Bluffs. This leadership position is responsible for ensuring delivery of quality customer service and managing the Council Bluffs team. The Team:We believe that the entire DOT is “one team” and are seeking an established leader who also believes this. As a new teammate, you will assist with providing training to team members on rules, regulations, and the process of properly issuing credentials and ensuring the service center operate efficiently and effectively. Who We Are & What We Do:For more than a century, Iowa Department of Transportation has promoted the growth and betterment of Iowa’s transportation system. Headquartered in Ames, the agency continues to serve the transportation needs of Iowa and its citizens. Contributing to Our Mission: With nearly 3,000 employees, we’re all one team at the Iowa DOT. Our main goal is to keep people and goods moving on Iowa’s transportation system. As a member of our team, you’ll play a vital role in maintaining safe mobility for every traveler in our state. Iowa DOT’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 DOT’s five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception. The Driver License Supervisor 2 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. What You Bring to Us:

  • Energy and passion for serving others

  • Customer minded

  • Team focused

  • Listening skills

  • Strong Leadership and communication skills

  • Problem solving and analytical thinking

    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.


  • Must possess and maintain a valid, unrestricted, except for corrective lenses, driver’s license (minimum of an operator’s license).

  • After hire, must obtain an maintain required AAMVA certifications.

  • After hire, must attend a Motorcycle Rider Education Safety Course.

  • After hire, must attend department training sessions, as required.

    After hire, must attend department training sessions, as required.Shift: Tuesday thru Saturday.Sunday: closedMonday: closedTuesday: 8:15 AM - 5:15 PMWednesday: 8:15 AM - 5:15 PMThursday: 7:45 AM - 5:15 PMFriday: 8:15 AM - 5:15 PMSaturday: 7:15 AM - 1:15 PM 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.

    Minimum Qualification Requirements

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

  • Graduation from high school or a GED and the equivalent of five years of full-time work experience in general office administrative or specialized technical support work.

  • All of the following (a and b):

  • One year of full-time work experience in general office administrative or specialized technical support work; and

  • A total of four years of education and/or full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience.

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