Driver & Identification Service Center Supervisor - Ankeny

Do you excel at leading teams in fast-paced customer service environments? The Motor Vehicle Division’s Driver & Identification Services is seeking an experienced and people-centered leader to supervise the Ankeny Driver’s License Service Center. Guide staff, manage daily operations, and ensure the delivery of high-quality service in one of Iowa’s busiest driver’s license stations.

About the role

In this role, you will lead and coach the service center team, oversee workflow and service delivery, and ensure accurate, timely processing of driver licensing transactions. The ideal candidate is confident managing a high-volume customer environment, skilled in building team capability, and committed to continuously improving processes and customer satisfaction.

The person selected for this position will model and reinforce the Iowa DOT’s Core Values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception, while maintaining our mission of Making Lives Better Through Transportation.

Responsibilities

• Lead, coach, and develop assigned Driver’s License Service Center staff to ensure the team functions as a highly effective, customer-focused unit.
• Provide daily operational oversight by monitoring workflow, adjusting staffing, and ensuring services are delivered accurately and on time.
• Support staff decision-making by responding to customers, agency, legislative, and law enforcement inquiries regarding driver’s license laws, rules, policies, and procedures.
• Implement new laws, policies, and procedures, ensuring staff is trained, knowledgeable, and equipped to support changes in operations.
• Conduct informal settlement hearings related to suspensions, revocations, cancellations, or denials, ensuring customers understand required actions.
• Investigate complaints, coach staff on proper procedures, and develop individualized improvement plans when needed.
• Monitor and improve customer satisfaction, using feedback to adjust processes and identify professional development opportunities.
• Coordinate ongoing training, skill-building, and continuing education for the service center team, including statewide initiatives.
• Maintain strong partnerships with local city, county, and state offices, ensuring seamless service delivery and collaborative problem-solving.

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.
• This position is a covered position under the REAL ID Act of 2005; selected applicants must submit to and pass a background check as required by 6 CFR 37.45.

Qualifications

Applicants must meet at least one of the following minimum requirements:

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

Schedule

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

Benefits

• Competitive pay and benefits package including health, dental, flexible spending, and life insurance (benefits start the first month following 30 days of employment).
• Paid time off effective immediately: biweekly vacation, separate sick leave, accruals rollover yearly, 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).

View more about State of Iowa Employee benefits and costs.