Technical Services Delivery Manager (Information Technology)

Initial Posting Date:

12/12/2025

Application Deadline:

12/30/2025

Agency:

Oregon State Treasury

Salary Range:

$7,718 - $12,531

Position Type:

Employee

Position Title:

Technical Services Delivery Manager (Information Technology)

Job Description:

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 ac