Client Services Supervisor

Washington County • Hillsboro, OR

23h • $97,424 - $118,369

About The Position

Washington County's Information Technology Services (ITS) Division has an exceptional opportunity to apply your advanced technical skills as a Client Services Supervisor. The Client Services Supervisor plans, organizes, and supervises the activities of the Client Services section of the County’s Information Technology Infrastructure & Operations Division. Supervision includes coordinating the effective use of staff resources in the Service Desk, Field Services, Audio/Visual, Asset Management, and Computer Replenishment Program. The Infrastructure and Operations Division serves as the essential discreet backbone of Washington County’s Information Technology Department. Infrastructure and Operations is responsible for designing, building, deploying, supporting, and managing the hardware, software, networking, and servers that underpin business systems. Core functions include Service Desk, Field Service, Asset Management, Desktop Engineering, Network Administration, and Systems Administration. The Client Services Supervisor role requires a strong conceptual understanding of call center operations, technology asset tracking, audio/visual infrastructure support, customer service delivery, and technology replenishment operations. The successful candidate will have experience managing technology professionals and/or leading complex technology implementation projects. This individual will be a collaborative leader who values Access and Opportunity and fosters a culture of respect and high-trust leadership. In support of long-term planning, the Client Services Supervisor must be committed to strategic planning, resource optimization, and the ongoing professional development of the Client Services team to ensure the delivery of high-quality, impactful services. Knowledge of: Principles of leadership, supervision, collaboration, active listening, training, and performance coaching and evaluation. Principles and practices of Access & Opportunity Principles and practices of budget development and administration. Principles and practices of contract administration and evaluation. Principles of human resources management. Administrative principles and practices, including goal setting, program management, scheduling, customer service, IT service management, and performance metric analysis. Current best practices relative to information systems Service Desk, Asset Management, Audio/Visual and Desktop Support. Principles of Client/Server application software, monitoring and alerting platforms and systems maintenance. Server operating systems, database management systems, and information security practices. Skills to: Identify and communicate in writing and verbally, strategic direction for a team or working group. Manage multiple priorities with varying deadlines and competing priorities. Coach IT professionals in translating technical solutions into user-friendly terms for stakeholders with varying levels of information technology knowledge. Ability to: Analyze workforce performance metrics and identify patterns for improving efficiency. Maintain a skill base of current trends and developments relative to information systems technology. Research, analyze, and evaluate new service delivery methods, procedures, and techniques. Recommend and implement goals, objectives, and practices for providing effective and efficient services. Analyze and diagnose problems and exercise ingenuity and inventiveness in devising solutions. Evaluate and improve the effectiveness of service delivery efforts. Communicate clearly and effectively in both oral and written form. Supervise and performance coach subordinates. Plan, assign, evaluate, and guide the work of subordinates. Establish and maintain cooperative and collaborative working relationships with individuals and groups who come from diverse backgrounds and represent members of the public, coworkers, and/or vendors.

Requirements

• Bachelor's degree from an accredited college or university in Information Technology or a closely related field of study AND seven (7) years of experience providing computer hardware and software support AND two (2) years in a supervisory, lead, or technical leadership capacity. Leadership of technology projects, software or hardware implementations, or demonstrated technical leadership may be considered in lieu of direct supervisory experience; OR
• Associate degree from an accredited college or university with coursework in Information Technology or a closely related field of study AND nine (9) years of experience providing computer hardware and software support AND two (2) years in a supervisory, lead, or technical leadership capacity. Leadership of technology projects, software or hardware implementations, or demonstrated technical leadership may be considered in lieu of direct supervisory experience; OR
• HS Diploma/ GED AND eleven (11) years of experience providing computer hardware and software support AND two (2) years in a supervisory, lead, or technical leadership capacity. Leadership of technology projects, software or hardware implementations, or demonstrated technical leadership may be considered in lieu of direct supervisory experience.
• Pass an extensive background check.
• Must possess a driver's license valid in the State of Oregon and have an acceptable driving record per Washington County policy.

Responsibilities

• Plans, organizes, and supervises the activities of the Client Services section
• Coordinating the effective use of staff resources in the Service Desk, Field Services, Audio/Visual, Asset Management, and Computer Replenishment Program
• Strategic planning
• Resource optimization
• Ongoing professional development of the Client Services team
• Budget development and administration
• Contract administration and evaluation
• Goal setting
• Program management
• Scheduling
• Customer service
• IT service management
• Performance metric analysis
• Recommending and implementing goals, objectives, and practices for providing effective and efficient services
• Analyzing and diagnosing problems and exercise ingenuity and inventiveness in devising solutions
• Evaluating and improving the effectiveness of service delivery efforts
• Supervising and performance coaching subordinates
• Planning, assigning, evaluating, and guiding the work of subordinates
• Establishing and maintaining cooperative and collaborative working relationships with individuals and groups who come from diverse backgrounds and represent members of the public, coworkers, and/or vendors

Benefits

• Washington County is an equal opportunity employer committed to using a merit-based system in which recruiting, selecting, and advancing employees is based on knowledge, skills, and abilities.
• Our organization embraces innovation, collaboration, and work-life harmony.
• We promote employee development and offer an award-winning benefits and wellness program as well as an opportunity to serve and support our vibrant community.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level