Information Technology Service Desk Manager

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

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., * 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.