Service Desk Manager Jobs in Oregon (NOW HIRING)

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Job Description:

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 osp.recruiting@osp.oregon.gov and reference REQ-203991.

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.

Summary of Job Duties:

In this position, you will 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. Your responsibilities will include 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. In this position, you will also evaluate the quality of customer service that staff provide; perform routine supervisory functions; conduct staff meetings; prepare instruction and training for line staff; and resolve disputes within the working unit. You will continuously monitor performance of the unit and seeks out process improvement and efficiencies.

Minimum Qualifications/Eligibility 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.

Note: If you are 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.

Preferred Skills:

• 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.

This recruitment announcement will be used to establish a list of qualified candidates to fill the current vacancy and may be used to fill future vacancies as they occur.

The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

Selection Process:

The process will be comprised of the following evaluation assessment (subject to change).

• Interview

How to Apply:

Apply in Workday by the deadline listed above, failure to submit your application by 11:59PM of the above listed date will result in automatic disqualification of your application. You must submit a resume demonstrating your experience as it relates to the minimum qualifications for the position. In addition to a resume, you must submit a cover letter - no more than two pages in length - addressing how you meet each preferred skill for this position. Failure to attach a resume addressing the minimum qualifications and a cover letter addressing the preferred skills will result in disqualification of your application. Please submit these documents in either MS Word or PDF format.Documents submitted in formats other than MS Word or PDF will not be reviewed and will result in disqualification of your application. Please only attach documents that are requested in this posting. Any additional documents that are submitted at this stage, will not be reviewed. After applying be sure that you answer the questionnaires related to citizenship and Veteran's Preference points. In order to receive Veteran's Preference points, this is a required questionnaire.

The Oregon State Police does not offer visa sponsorships.

U.S. Veteran and/or Oregon National Guard Servicemember Status Designation

Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference.

For more information, please visit Veterans Resources.

Additional Information:

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