Desktop Support Supervisor (Information Systems Supervisor)

City of Portland•1900 SW 4th Ave, OR

12d•Hybrid

About The Position

The Bureau of Technology Services (BTS) is hiring an Information System Supervisor to lead the Desktop Support Team in the BTS Support Center. The Desktop Support Supervisor will guide daily work, support staff development, maintain high-quality service, and handle complex technical tasks as needed.

Requirements

Knowledge of principles and practices for planning, organizing, prioritizing, and assigning work to staff, including establishing clear performance expectations.
Ability to apply analytical and problem-solving skills to independently develop sound decisions, conclusions, and recommendations.
Ability to supervise a multicultural workforce, promote an equitable workplace environment, and apply equitable program practices to diverse and complex City services.
Ability to establish and maintain effective working relationships with staff, customers, management, and colleagues; demonstrate tact, diplomacy, and patience; and gain cooperation through discussion and collaboration.
Ability to communicate effectively, both verbally and in writing, and present information, proposals, and recommendations clearly and persuasively.
Ability to successfully pass an in-depth background investigation.

Nice To Haves

The successful candidate may be required to pass a comprehensive police background investigation and be able to work in a culturally and gender diverse workplace.

Responsibilities

Plan, prioritize, and review daily work and project activities.
Identify resource needs and allocate staff appropriately.
Establish team and individual objectives in collaboration with staff periodically reviewing progress and adjusting priorities as necessary.
Provide and coordinate staff training, employee development plans, performance management, coaching, and annual performance reviews.
Create monthly team performance/statistics reports and use findings to drive coaching, performance management, and continuous improvement.
Participate in development of policies, procedures, goals and objectives for reporting staff.
Hold weekly one-on-one meetings with team members to review workload, identify work blockers or challenges, and provide coaching, guidance, and ongoing support.
Support budget planning by preparing recommendations and monitoring spending.
Review customer feedback and ensure follow-up actions are taken to address recurring issues and improve customer experience.
Lead small projects, run team meetings, develop meaningful agendas and follow up with action items.