IT Service Desk Manager

  • Oregon Health Authority
  • 3990 Fairview Industrial Drive Southeast, Salem, OR, USA
  • Feb 14, 2018
Full time Information Systems IT Manager Technical Support Service Desk Manager

Job Description

The Oregon Health Authority is modernizing and expanding their IT infrastructure and currently has a fantastic opportunity for a Service Desk Manager with IT experience to join an excellent team and work to advance their IT operations. 

The Oregon Health Authority promotes health equity by developing policies and programs to eliminate health disparities and reach health equity for all Oregonians. 

What you will do!
As a Service Desk Manager, you will lead the day-to-day operations of the DHS/OHA Service Desk. You will directly manage the personnel that receive, identify, log, and resolve problems encountered by users of information systems.
 
In this role, you will primarily manage the Service Desk Tier 1 team. You will work with other OIS managers to identify and help to implement operational improvements in all areas of OIS and work with other staff outside of OIS to understand and resolve problems. The Service Desk is the first point of contact between users of the systems supported and maintained by OIS.

What's in it for you?
Collaboration in an open office with a team of bright individuals to work with and learn from. We offer full medical, vision and dental with paid sick leave, vacation, personal leave and ten paid holidays per year. If you are a Service Desk Manager with IT experience, don't delay, apply today! 

 

 

MINIMUM QUALIFICATIONS:

Six years of experience in supervision, staff-technical, or professional-level work related to Service Desk Support. Two years of this experience must have included supervision and management of a program, section, or unit which included: a) development of program rules and policies, b) development of long and short-range goals and plans, c) program evaluation, and d) budget preparation.
 
NOTE: A Bachelor's degree or equivalent course work (144 quarter or 96 semester hours) in a field related to management, such as Business or Public Administration, or a field related to the program of the employing agency, may be substituted for three years of the required experience, but will not substitute for the two years of specialized experience.
 
OR 
 
Six years of experience in supervision, staff-technical, or professional-level work related to Service Desk Support. Two years of this experience must have included program/project leader responsibility involving one or more of the following areas: a) development of program rules and policies, b) development of long- and short-range goals and plans, c) program evaluation and/or project evaluation, or d) monitoring and controlling or preparing a budget.
 
NOTE: A Bachelor's degree or equivalent course work (144 quarter or 96 semester hours) in a field related to management, such as Business or Public Administration, or a field related to the program of the employing agency, may be substituted for three years of the required experience, but will not substitute for the two years of specialized experience.


 
REQUESTED SKILLS:

  • Sense of urgency and empathy for customers.
  • Outstanding communication skills required, both to internal and external customers.
  • Exceptional analytical and process improvement skills.
  • Experience with development, maintenance, and integrity of Service Desk ticketing software.
  • Familiar with a variety of concepts, practices, and procedures including ITIL methodologies.
  • Hands on experience working in Incident, Problem and Change Management disciplines.
  • Experience leading a team of level I technicians.
  • Ability to communicate information and ideas to non-technical employees.
  • Competency in call center tracking tools.
  • Broad and strong knowledge of hardware and software including desktops, laptops, mobile devices, and VOIP systems.
  • Understanding of Windows server and desktop operating systems and of networking technologies and concepts.
  • Understanding of first call resolution, escalations, service level agreements.
  • Proven understanding of security principles, procedures, and policies.
  • Expert Knowledge in report creation to trend and measure service delivery goals and Service Level Agreements through tools such as Crystal Reports, or something similar.
  • Demonstrated progressive technical experience.
  • Solid relationship management and performance management skills.
  • Ability to motivate and direct staff members and subordinates.
  • Excellent written and verbal communication and presentation skills.
  • Experience in promoting a culturally competent and diverse work environment. 

Occupations

General-Other: Project-Program Management, Technical Customer Service

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Salary

$72,672.00 - $107,112.00 Annually

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