Technical Services Delivery Manager (Information Technology)

State of Oregon-posted 6 days ago
$92,616 - $150,372/Yr
Full-time • Manager
Hybrid • Tigard, OR
501-1,000 employees
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Oregon State Treasury is recruiting for the position of Technical Services Delivery Manager. The primary purpose of this position is customer relationship management in the handling of Information Technology service inquiries and problems. Provides daily supervision and direction to Salem and Tigard Service Desk staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications.

  • Manage day-to-day IT service delivery to include coverage, schedule, workload balance, prioritization, and completion.
  • Perform supervisory functions including but not limited to: hiring, training/coaching, planning, assigning, prioritizing and reviewing work, evaluating performance, implementing disciplinary action and responding to grievances.
  • Ensure all Service Desk calls and tickets are being properly handled, prioritized, and escalated as appropriate ; customers are kept informed; and communications and customer service are of the highest standard .
  • Implement, review, and revise the Service Desk standard operating procedures and processes and regularly report on their performance using a range of appropriate metrics . These may include incident, event , and escalation measurements.
  • Manage the IT Service Management (ITSM) function by supervising the ITSM Analyst role and all associated work efforts, ensuring the effective configuration and optimization of the ITSM tool including the reporting and analysis of ITSM metrics.
  • Supervise the review, and revision of the Knowledge Base and Knowledge Management Policy, Process, and Procedures and regularly report on its effective use .
  • Build and maintain excellent working relationships with customers, suppliers, and other technical areas in the organization .
  • Document and implement customer satisfaction program and provide monthly reporting .
  • Participates with IT management in establishing strategic planning and supporting organizational maturity efforts.
  • Develop, update and oversee processes, reports, performance metrics/KPIs and documentation that measure and enhance the quality and the efficiency of daily IT operations.
  • Manage on-boarding process (to include user access, changes, off-boarding) within IAM
  • Provide oversight of IT asset management processes, procedures, and technology .
  • Provide leadership in establishing software and hardware baselines .
  • Responsible for the governance concerning IT asset management including managing, monitoring, tracking, and reporting on IT assets and inventories.
  • Ensure regular-recurring inventory cycle for all IT assets to include hardware, software, and warranties.
  • 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.
  • Experience with performing supervisory functions including hiring/firing, implementing disciplinary actions, coaching/mentoring, evaluation of performance, scheduling/attendance issues of union or non-union employees.
  • Experience with managing the day-to-day IT service delivery including but not limited to: workload balancing and prioritization, resource planning and staffing, managing the service level agreements and ticket queues, and the dissemination of status, crafting responses to grievances, and other communication for effective customer experience delivery.
  • Experience with developing policies and procedures, establishing and ensuring IT Standards, create reporting that depict KPIs/metrics, and create /optimize/manage processes that ensure efficient delivery of IT Services .
  • Experience with IT asset management including imaging, managing, monitoring, tracking, disposal, and reporting on IT assets (hardware and software), inventories, patch management, and anti-virus updates.
  • Experience with managing budgets: recommends cost-saving measures and optimizes IT expenditures while supporting IT compliance efforts.
  • Experience with effective incident management by taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between key resource owner for post-incident reviews.
  • Respect – Treats all individuals fairly and respectfully; works effectively with others; fosters an environment where opportunities to thrive are available to all; respects different values and viewpoints.
  • Teamwork – Acts in a professional, respectful, and courteous manner, recognizes the worth of others, and places the good of the team ahead of personal objectives .
  • Flexibility – Demonstrates willingness to change to meet organizational needs, professionally handles discomfort with a changing work environment, and remains calm in stressful situations.
  • Communication – Effectively articulates and exchanges information with internal and external stakeholders. Is prompt in responding to questions and inquiries.
  • Initiative – Takes appropriate action without waiting for explicit instructions, generates creative approaches to addressing problems and opportunities.
  • Critical Thinking – Identifies and weighs options, makes sound decisions after reviewing all relevant information, plans for potential problems, takes calculated risks, and recognizes impact of solutions.
  • Time Management – Prioritizes and manages time effectively across various competing tasks, demonstrating focus and adaptability, arriving on time for meetings, and m eeting deadlines.
  • Attention to Detail – Demonstrates accuracy and thoroughness when accomplishing tasks.
  • IT Procurement and software licensing management is a plus.
  • L ow e mployee premium share for medical, dental, vision, and basic employee life (1% or 5% employee )
  • Robust p aid leave package , such as vacation, personal business, holidays, sick leave, and floating day of leave
  • PERS retirement benefits
  • Support with training and development
  • Student l oan forgiveness under the Public Service Loan Forgiveness Program (PSLF )
  • Optional benefits include optional life, short & long term disability, accidental death and dismemberment, Oregon Savings Growth Plan (deferred compensation plan), flexible spending accounts, long term care insurance, employee assistance program, and more!
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