DVS Customer Support Supervisor / Office Services Supervisor 3

Job Details

Working Title: DVS Customer Support Supervisor
Job Class: Office Services Supervisor 3
Agency: Public Safety Dept

• Job ID: 92928
• Location: St. Paul
• Telework Eligible: Yes
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers and DPS employees eligible to bid. Eligible bidders (permanent, classified employees in the same job classification) should apply through self-service and confirm their bid by emailing bryan.beyl@state.mn.us, by 11:59 PM 03/26/2026."
• Date Posted: 03/20/2026
• Closing Date: 04/02/2026
• Hiring Agency/Seniority Unit: Public Safety Dept / Public Safety-MMA
• Division/Unit: DVS Administrative Services / DVS Customer Support
• Work Shift/Work Hours: Day Shift / 08:00 AM - 4:30 PM
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $27.24 - $41.09 / hourly; $56,877 - $85,795 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 216 - Middle Management Association/MMA
• FLSA Status: Exempt - Executive
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Job Summary

**Employees may telework up to 50% or more, depending on the position and the needs of the division.

The position is responsible for professionally directing, organizing, and coordinating the direct customer service areas of Driver and Vehicle Services (DVS). This position directly supervises staff and is responsible for managing the unit's budget, establishing and implementing support procedures, and providing technical and supervisory oversight of DPS/DVS policies and procedures and the state's statutes, rules and regulations. This position will promote transparency, efficiency, and best practices while ensuring DVS' compliance by monitoring/auditing DVS' daily activities and processes.
This position is a member of the DVS Customer Support supervisor/management team and is responsible for the development and performance of the DVS strategic goals plan within Customer Support. The Supervisor selects, plans, monitors, and evaluates unit programs and projects developed in support of the strategic goals plan. The Supervisor also participates in decisions that affect the division, evaluates and provides feedback about the effectiveness of division programs and makes recommendations for improvements. The Supervisor must anticipate daily staffing needs to meet the daily phone, e-mail, e-fax, research, CJIS, and training needs of the unit. The position will also provide direct supervision and support within the Unit ensuring the timely and accurate processing of motor vehicle, driver license and crash record inquiries by phone and email.

The Department of Public Safety is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DPS does not participate in E-Verify.

Qualifications

Minimum Qualifications

To be considered for this position, applicants must demonstrate:

• Two years (2) of Supervisory level or lead worker experience in a contact center responsible for phone calls and electronic communication. To qualify, lead worker experience must include ongoing responsibility to prioritize, schedule, assign, direct, guide and report on the work of other employees.

Supervisory level/lead worker experience must include demonstrated ability to:

• Apply customer service principles in a contact center, including call assessment, quality metrics, and agent coaching.
• Manage complex/difficult and diverse customer interactions effectively while performing in continuous high-volume telephone contact center.
• Prioritize, organize, and meet deadlines in a fast-paced environment.
• Communicate clearly in both oral and written formats.
• Interpret state/federal laws, regulations, and procedural documents.
• Use Microsoft Office (especially Excel) to analyze data and generate reports while adapting to evolving procedures and diverse customer needs.
• The ability to work cooperatively with individuals from diverse backgrounds and underserved communities.
• A Bachelor's degree from an accredited school in a related field may substitute for 1 year of experience.
  

Preferred Qualifications

• Experience with Amazon Connect.
• Experience with automatic call distribution and workforce management contact center applications.
• Experience with knowledge management contact center productivity tools.
• Knowledge of the statutes, laws, policies and procedures regarding driver licensing, withdrawals and motor vehicle registration and titling.
• Bachelor’s degree from an accredited school.
• Experience in a large, complex customer service team environment.
  

Physical Requirements

Requires occasionally moving and transporting such articles as file boxes and heavy hand tools or heavier materials with help from others and moving and transporting light objects frequently. Even though the weights being moved and transported may be a negligible amount, a job in this category may require positioning self to move to a significant degree or may involve maintaining a stationary position for extended periods.

Additional Requirements

It is the policy of the Department of Public Safety that all employees submit to a background investigation prior to employment, which includes successful completion of the following background components:

• Criminal history
• Fingerprints (MNJIS)
• Reference check
• US Citizenship check

The Department of Public Safety is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment. DPS does not participate in E-Verify.

Application Details

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about this position, contact Bryan Beyl at bryan.beyl@state.mn.us or 651-201-7935.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Bryan Beyl at bryan.beyl@state.mn.us.

About Public Safety Dept

The Minnesota Department of Public Safety (DPS) is a diverse, complex agency dedicated to serving communities across the state. DPS has 10 public facing and four support divisions with about 2,400 dedicated employees operating programs statewide that all have one goal: Building a safer Minnesota

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
  • Fertility care, including IVF
  • Diabetes care
  • Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.

For accommodations or questions about accessibility specifically relating to this job announcement, please email the Affirmative Action Division at marna.johnson@state.mn.us or call 651-539-1875.