Service Operations Manager Jobs in Albany, OR (NOW HIRING)

Marion County requires on-site work. Remote work is not available. Information Technology (IT) provides technical services, manages the county's technical resources, and provides consulting services for technology improvements through three programs: Administration, Operations, and Technology Solutions.

These programs provide a complete range of technology services which include strategic planning, new service design, business analysis, project management, security risk management, data security, applications delivery and support networks, servers and storage, desktop and mobile management, database administration, and end-user support through the service desk. GENERAL STATEMENT OF DUTIES An IT Supervisor is the first-line supervisory level over classifications in a professional and, or technical discipline; perform advanced and complex technical work in assigned discipline; provide technical direction and problem resolution related to program services and activities; ensure employee and program compliance with applicable laws, regulations, policy and procedure; and review and prepare statistical and related reports. SUPERVISION RECEIVED Works under the general supervision of an IT Manager who assigns work, establishes goals and reviews the results obtained for overall effectiveness.

SUPERVISION EXERCISED Provide direct supervision to professional and technical staff. Supervisor will prioritize and assign work; conduct performance evaluations; ensure employees are trained and follow policies and procedures; make hiring, termination, and disciplinary recommendations; and maintain a healthy and safe working environment. Typical Duties - Duties include, but are not limited to the following Infrastructure Operations Management Maintain situational awareness of Infrastructure Operations and an up-to-date inventory of all services and assets.

Create SOPs and training manuals for all existing and incoming team members to assist in their daily work. Implement and maintain accurate infrastructure operations work management within IT work management systems for planned and unplanned work, including priorities. Monitor infrastructure operations activities and respond to inquiries from all county departments.

Provide technical troubleshooting and escalation as needed. Provide detailed analytics on technical performance and trends to management. Manage team ticketing queues and work management assignments, and ensure resolution in a timely and accurate manner, with as little rework as possible.

Manage and track: incident management, problem management, knowledge management, configuration management, and asset management for infrastructure operations. Manage and provide the services for approved intergovernmental agreements. Participate and manage the business services/facilities related work efforts.

Supervision and Mentoring Supervise infrastructure operations staff's daily activities ensuring timely and professional delivery of server, storage, networking, wireless services, server rooms, IT equipment rooms, Microsoft 365, and Azure cloud services. Plan, organize, and direct the work of infrastructure staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; review team member work for accuracy and timely completion of assigned duties. Ensure infrastructure operations provides consistent, high-quality, and professional service to the rest of IT and the county.

Mentor/coach all department staff as needed to improve performance and morale. Ensure all infrastructure operations employees receive annual reviews and necessary feedback to provide career and growth opportunities, must be able to articulate areas where employees need improvement. Provide oversight of assignment and use of administrator privileges by IT administrator staff.

Planning and Budget Execute the server, storage (including backup storage), and UPS/PDU hardware lifecycle equipment replacement program ensuring an accurate and detailed inventory of these devices. Create and execute an operations infrastructure management plan and budget. Monitor budget and project-related spending, including cloud, to ensure spending aligns with plans and budgets.

Take point and work directly with outside vendors for any infrastructure operations procurement and projects. Ability to interface with executive-level management and give senior-level presentations. Define technology strategies, goals, and budget as a member of the IT leadership team.

Staffing and Training Interview prospective candidates for open positions. Provide coverage for the job responsibilities of IT administrators as needed. Train staff in new and existing procedures and develop work schedules, areas of responsibility, updated technology, and new procedures.

Train via standard training tools and research new products that could better the infrastructure operations staff. Work with staff to schedule required training time. Maintain skills and responsibilities matrix for team based on their EJFs.

Process Improvement Implement best practices. Analyze infrastructure operations staff's performance for incidents, service requests, maintenance tasks, projects, etc. Track trending issues and produce statistical reports for management.

Proactively identify process improvement opportunities, including end-user training tools, documentation, work management, and internal training materials. Improve team multitasking, time management skills, and attention to detail. Define, implement, and monitor onboarding goals for new hires.

Leverage zero touch provisioning where possible. Improve vendor management. Participate in the evaluation of new information systems, products, or services and recommend changes to existing products or services to aid in continuous improvement.

Operations Standards Enforces IT operations standards governing county technology facilities, including prohibition of unauthorized storage and adherence to access, clearance, and safety requirements. Executes or coordinates routine inspections, ensures continuous inspection readiness, implements corrective actions, and escalates non-compliance consistent with supervisory responsibilities. Other Participate in meetings, in-service training, workshops, etc.

for the purpose of gathering information required to perform job functions. Perform other duties as assigned Requirements for the Position EXPERIENCE AND TRAINING Bachelor's degree in computer science, information science, management information systems, business administration or related field; AND Two years of IT project management or technically related experience; AND Two years of supervisory or three years lead worker experience in an IT related field; OR Any satisfactory combination of work, education, training, or experience relevant to the position, as determined by Marion County. Lead experience must include: training; reviewing the work of others; organizing, planning, and scheduling work assignments; providing input on employee performance evaluations; providing guidance in daily activities; providing technical expertise; acting as a resource on difficult points of procedures; and providing assistance to and making recommendations in the hiring process.

PREFERENCES Experience with Microsoft DevOps, Agile/Scrum methodology, setting standards, processes, and procedures Project Management Certification MCSE, MCSA, MCITP, Network+, CCNA, CCIE certifications Azure experience Experience with Cisco network devices SPECIAL REQUIREMENTS Must possess a current driver's license in the applicant's state of residence and an acceptable driving history. Marion County will obtain a copy of the driving record for all qualified applicants from Driver and Motor Vehicle Services and review the driving record according to the Marion County policy and procedure for Driving on County Business. The policy can be found at: http://apps.co.marion.or.us/APAP/

The finalist for this position may be required to pass a criminal history background check, including finger printing; however, conviction of a crime may not necessarily disqualify an individual for this position. This assignment is not represented by a union. This is a full-time position, which is not eligible for overtime.

Typical Work Schedule: Monday through Friday, 8:00 a.m. - 5:00 p.m., with flexibility depending upon the needs of the department and program. KNOWLEDGE, SKILLS, AND ABILITIES General knowledge of methods, processes, and operating principles of administrating server operating systems, including web and database services; web design, development, and maintenance; virtual server host administration, enterprise and wide area network administration, methods and techniques of project management and business analysis; supervision and best established best practices in effectively operating a service desk operation; practices and methods of maintaining data privacy; business and management principles involved in strategic planning, production methods and coordination of people and resources; and research methods for emerging technologies

Skills and abilities to identify complex problems and develop or evaluate options and implement solutions; analyze information and evaluate results to choose the best solution and solve problems; effectively communicate in person and groups; write clear and concise memorandums, reports, or other documents; use logic and reasoning in identifying the strengths and weaknesses of alternative solutions, conclusions or approaches to problems; manage projects typical to the job assignment; be diligent about detail and thorough in completing work tasks; effectively prioritize tasks and plans; explain what information means and how it can be used; establish effective working relationships with internal and external customers; be pleasant with others on the job and display good-natured, cooperative attitude; accept criticism and deal calmly and effectively in high-stress situations. PHYSICAL REQUIREMENTS Operates a motor vehicle; sees using depth perception; stands; sits; moves about the work area; bends forward; stoops; climbs 1 floor of stairs; crawls; reaches overhead; lifts up to 50 lbs.; pushes and pulls up to 25 lbs.; moves carts weighing up to 100 lbs.; carries items; operates a keyboard; uses rapid-mental/hand/eye coordination; speaks clearly and audibly; reads a 12 pt. font; distinguishes colors and shades; hears a normal level of speech; works in areas that may be exposed to dust and/or blood/body fluids

PUBLIC SERVICE LOAN FORGIVENESS Marion County is a qualifying public employer for the Public Service Loan Forgiveness Program. Through the Public Service Loan Forgiveness Program, full-time employees working at the County may qualify for forgiveness of the remaining balance on Direct Student Loans after 120 qualifying monthly payments under a qualifying repayment plan. Questions about your student loan eligibility should be directed to your loan servicer or the US Department of Education.

VISA SPONSORSHIP Marion County does not offer VISA sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States. Marion County is an E-Verify employer and will use E-Verify to confirm that hires are authorized to work in the United States.

VETERANS' PREFERENCE Applicants are eligible to use Veterans' Preference when applying with Marion County in accordance with ORS 408.225, 408.230, and 408.235 and OAR 105-040-0010 and 105-040-0015. Preference will be awarded only if the applicant meets the minimum requirements of the position and attaches the required documentation at the time of application. DOCUMENTS REQUIRED FOR VETERANS' PREFERENCE One of the following: MEMBER COPY 4 of the Certificate of Release or Discharge from Active Duty (DD Form 214 or 215); OR Letter from the US Department of Veterans Affairs indicating receipt of a non-service connected pension; OR Certification that discharge or release from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate

In addition to one of the above documents, Disabled Veterans must also submit one of the following: A copy of their Veterans disability preference letter from the Department of Veterans Affairs; OR Certification that medical separation from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate. You can request copies of your military service record through the National Archives website at http://www.archives.gov/veterans/military-service-records/ Marion County is an Equal Opportunity, Affirmative Action, Veteran and Disability employer committed to increasing the diversity of its workforce. Applicants with a disability may request reasonable accommodation, through Human Resources, in any step of the process to assist them in demonstrating their qualifications to perform the duties of the position for which they are applying

Please e-mail Human Resources if you wish to request an accommodation.