Information Technology Service Desk Manager

State of Oregon • Salem, OR

3d • Onsite

About The Position

The Oregon State Police in Salem, Oregon is hiring for one (1) Full-Time, Permanent Information Technology Service Desk Manager position. This position is an in-office position without the opportunity for a hybrid or remote work schedule. Studies have shown that people from underrepresented backgrounds are less likely to apply for jobs unless they believe they meet all the qualifications and preferred skills described in a job description. We are most interested in finding the best candidate for the job and recognize that candidate may be one who comes from a less traditional background. If you meet key qualifications for the job and believe you would be a good fit, we encourage you to apply; please use your resume and cover letter to address your qualifications and the preferred skills for this position. If you require an alternate format to complete the employment process, or to request a copy of the position description, please contact [email protected] and reference REQ-200118. The salary listed is the non-PERS (Public Employee Retirement System) qualifying salary range. Prior to applying you should ensure all sections of your Workday Job History page is accurate and complete. This information is utilized during the pay equity analysis phase. The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

Requirements

• Five years of lead work, supervision, or progressively related experience; OR two years of related experience and a bachelor's degree in a related field.
• If selected to move forward in the selection process, you must provide official transcripts from all institutions of higher education that were used in the award of your degree.

Nice To Haves

• Call Center / Help Desk Leadership: Proven experience managing or leading a high-volume call center, service desk, or help desk environment, with a strong understanding of SLAs, ticket management, and customer support metrics.
• Team Management & Leadership: Demonstrated management experience leading technical support teams, including hiring, coaching, mentoring, and developing IT support staff.
• Performance Management: Hands-on experience with performance management processes, including setting KPIs, conducting performance reviews, implementing improvement plans, and driving team accountability.
• On-Call & Incident Management: Experience managing or participating in 24/7 on-call rotations, major incident response, and ensuring rapid resolution of critical issues outside of normal business hours.
• IT Service Delivery Optimization: Strong background in driving continuous improvement initiatives, process development, and service level performance within a service desk or technical support environment.

Responsibilities

• Manage daily operations of the Oregon State Police Information Technology Service Desk functions including call center support, desktop/mobile device terminal support in the field and headquarters, and support of all agency telephones and mobile computing devices in a manner that is consistent with the values of accountability, transparency and a commitment to high quality service delivery.
• Assigning work, developing work procedures consistent with agency policy, establishing work schedules, and monitoring work performed by subordinates in order to meet established goals, objectives and target dates.
• Evaluate the quality of customer service that staff provide.
• Perform routine supervisory functions.
• Conduct staff meetings.
• Prepare instruction and training for line staff.
• Resolve disputes within the working unit.
• Continuously monitor performance of the unit and seeks out process improvement and efficiencies.

Benefits

• non-PERS (Public Employee Retirement System) qualifying salary range
• Candidate preference for eligible veterans and Oregon National Guard servicemembers (current and former)

What This Job Offers

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