Technical Support Manager, Information Technology Platforms & Systems Manager 2 (Salem)
About The Position
The Oregon Department of Corrections is seeking a manager for the Technical Support section within Information Technology Services. The position leads statewide end-user technology services and oversees 34 Technical Support Analysts responsible for desktop support operations. The manager also serves on the ITS management team and is responsible for technology asset management, desktop standards, technical support initiatives, strategic planning, budget oversight, staff development, and collaboration across the agency. The role manages a $7.5 million biennial operating budget and provides consultation and recommendations to executive leadership on technology operations, investments, and emerging needs. The position is based at the Central Distribution Center in Salem, Oregon. On-site work is required during the first year, with the potential to transition to a hybrid schedule after successful completion of the trial service period. The role may involve work within the secure perimeter of an adult correctional institution and arranging staff counseling after traumatic incidents.
Requirements
- Six years of supervision, management, or progressively related experience; or three years of related experience and a bachelor's degree in a related field.
- Experience leading and supporting a widely distributed technical support team.
- Expertise in desktop and endpoint management; Microsoft Intune is preferred.
- Knowledge of and experience supporting 24/7 operational teams and environments.
- Experience leading technology service delivery in a large, complex organization.
- Expertise in technology asset management and endpoint lifecycle management.
- Skill in budget development, resource allocation, and strategic planning.
- Ability to analyze service performance metrics and implement operational improvements.
- Ability to develop short-, mid-, and long-term strategies, goals, and objectives for technology and related processes.
- Ability to manage technology system performance and recommend improvements based on cost, productivity, and stability.
- Ability to develop strategies for technology operations, maintenance, upgrades, and incident management response.
- Ability to develop evaluation processes, monitor vendor performance, and oversee risk management processes.
- Ability and willingness to travel regularly throughout the state.
- Successful candidate must pass a CJIS fingerprint-based background check and maintain CJIS eligibility; any felony conviction disqualifies applicants due to CJIS system-access requirements.
- Applicants must be authorized to work in the United States; the employer does not offer visa sponsorship.
Nice To Haves
- Experience using Microsoft Intune for desktop and endpoint management.
Responsibilities
- Lead and direct statewide desktop support services, ensuring technology equipment and software are secure, reliable, and effectively supported.
- Supervise, mentor, and develop a team of 34 technical professionals, fostering accountability, collaboration, and customer service.
- Manage a $7.5 million biennial operating budget, monitor expenditures, and align resources with agency priorities.
- Develop and implement technology support strategies, business plans, and initiatives that support long-term technology goals.
- Establish and maintain desktop technology standards, policies, procedures, and asset management practices.
- Partner with DOC leadership, state agencies, and external stakeholders to address technology needs, improve services, and manage risks.
- Evaluate service delivery through performance metrics and customer feedback, identifying opportunities for continuous improvement.
- Support enterprise initiatives including strategic planning, business continuity, disaster recovery, and process improvement.
- Provide expert consultation and recommendations to executive leadership on technology operations, investments, and emerging needs.
- Develop short-, mid-, and long-term strategies, goals, and objectives for assigned technology areas and processes.
- Manage technology system performance to assess cost, productivity, and stability, and recommend improvements.
- Create strategies for technology operations, maintenance, upgrades, and incident management response.
- Develop evaluation processes, monitor vendor performance, and oversee risk management processes.
- Travel regularly throughout the state to provide oversight, support, and direction to staff at multiple work sites.
Benefits
- Family health insurance
- Vision insurance
- Dental insurance
- Vacation leave
- Sick leave
- 11 paid holidays
- 21 days of paid military leave for National Guard and reserve components
- Optional short- and long-term disability
- Term life insurance
- Fully paid retirement program
- Oregon Saving Growth Plan
- Flexible spending accounts for health and childcare
- Potential eligibility for Police & Fire benefits through PERS, as defined by statute
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What This Job Offers
Job Type
Full-time
Career Level
Manager
