Technical Services Delivery Manager (Information Technology)

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.

Job Duties Summary

• Manage day-to-day IT service delivery to include coverage, schedule, workload balance, prioritization, and completion. This manager supervises Information Systems Specialists at the levels of ISS 3-6, which are positions that are entry to mid-level. 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.

Work Schedule

This position will have the opportunity for a hybrid (remote and in-office) work location schedule; in-office work will be from Treasury's offices in Tigard and Salem. The person in this role will work from the office once per week, rotating between the Tigard and Salem offices. There may be additional days in the office as needed for business operations and/or meetings.

Salary Range

$92,616-$150,372 annually.

Job Classification

This position is classified as an Information Technology Manager 1. This position is management service position .

Required Minimum Qualifications

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.

Desired Attributes

Job Specific Attributes

• 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. IT Procurement and software licensing management is a plus.

• 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.

Core Attributes

• 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 meeting deadlines.

• Attention to Detail - Demonstrates accuracy and thoroughness when accomplishing tasks.

How to Apply

You are required to upload your resume and a cover letter describing how you meet the desired attributes listed above.

Please make sure the attributes and qualifications you possess are clearly demonstrated in your application materials. Following these instructions and providing this information will be used to determine which candidates will be selected to move forward in the process.

We will accept applications through the job announcement closing date, however, we may close this recruitment early, if we receive a well-qualified applicant pool. If interested, please apply early.

Benefits of Joining Our Team

• Low employee premium share for medical, dental, vision, and basic employee life (1% or 5% employee share);

• Robust paid leave package, such as vacation, personal business, holidays, sick leave, and floating day of leave;

• PERS retirement benefits;

• Support with training and development;

• Student loan 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!

About Oregon State Treasury

Oregon State Treasury is focused on improving the financial well-being of all Oregonians. We provide low-cost programs for governments, and empower Oregonians to invest in themselves and their loved ones for a more secure future.

We are committed to cultivating a workplace that is diverse, inclusive, and respectful. We value and

support the collective differences in who we are and celebrate the fact that everyone comes to the table as their own unique individual. We believe this commitment empowers our success and makes Oregon State Treasury an excellent place to work. As Treasury employees, our commitment to diversity, equity, and inclusion makes this a safe environment for us to ask questions, learn, and grow, and helps us to better serve Oregonians.

Our Values and Principles

INTEGRITY---INNOVATION---DIVERSITY---TRUST---PROFESSIONALISM---ACCESSIBILITY

Please visit the following webpage to learn more about Oregon State Treasury: https://www.oregon.gov/treasury/Pages/index.aspx

Special Information

• Prospective employees are subject to an extensive background check that may include, but not be limited to, validation of all application materials, prior employment, and professional references, driving records and fingerprint-based state and federal criminal and civil records. Adverse background data may be grounds for immediate disqualification.

• OST does not offer visa sponsorships, and within three days of hire, the successful candidate will be required to complete the U.S. Department of Homeland Security form I-9, confirming authorization to work in the United States.

• Eligible veterans who meet the qualifications will be given veterans' preference. To receive preference you MUST attach appropriate documentation as outlined by the Department of Administrative Services at the following website: Veterans Resources. You may also call the Oregon Department of Veterans' Affairs at 1-800-692-9666.

• OST is an equal opportunity, affirmative action employer committed to a diverse workforce.

• Consistent with the Americans with Disabilities Act (ADA), Oregon State Treasury will provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please call Oregon State Treasury at 503-378-4000 and request to be connected to Human Resources.