IT Help Desk and Operations Manager

Current employees: Please apply through the employee portal to be considered for this opportunity.

Pay Range:

$111,858.04 - $167,788.65 Annual

Department:

Department of County Assets (DCA)

Job Type:

Regular Non-Represented

Exemption Status:

United States of America (Exempt)

Closing Date (Open Until Filled if No Date Specified):

January 23, 2025

The Opportunity:

Overview  

Please be advised that this recruitment will close once we have received 75 applications.

Empowering a dynamic IT team to deliver seamless 24/7 support, ensuring system reliability, customer satisfaction, and operational excellence across the county.

 IT Help Desk and Operations Manager, you’ll lead a high-performing team of Help Desk, Operations, and IT Wireless professionals, committed to providing seamless, 24/7 technical support. Your team ensures round-the-clock monitoring of the IT environment, swiftly resolving issues to maintain system stability and reliability. In this role, you'll inspire and empower your team to deliver outstanding service, ensuring county employees have the tools they need for success. You’ll also lead proactive IT Change and Problem Management processes, driving continuous improvement and making a lasting impact across the organization.

As the  IT Help Desk and Operations Manager, you will: 

• Team Leadership - Lead the Help Desk, IT Wireless, and Operations teams to provide 24/7/365 IT support for Multnomah County employees. Oversee hiring, performance management, training, and team development while aligning team skills with business needs. Provide clear communication to help staff understand their roles in supporting the County’s mission.

• Operational Management - Oversee daily tasks, meetings, and projects, addressing issues that impact teams and county customers. Escalate critical matters to management when needed. Manage IT Change and Problem processes, including leading weekly Change Management meetings and ensuring compliance with Problem Management protocols.

• Service Level Management - Ensure a clear understanding of customer needs, manage escalated issues, and support recovery efforts. Implement and review performance metrics to ensure accountability and excellence. Provide timely, insightful reports to business and technical leaders, promoting transparency and empowering informed decision-making.

• Budget Management  and Project Management - Collaborate on budget creation and management while supporting projects to solve complex business challenges. Work closely with IT and business teams to assess and address technical and operational issues.

• Program Management - Procure necessary equipment for the Help Desk and Operations teams to handle technical requests efficiently. Lead the planning and development of the IT service management system.

Here are the key attributes for thriving in this role:

• The ability to lead and motivate teams, ensuring they stay focused on delivering excellent service while fostering a collaborative environment.

• An aptitude for quickly identifying issues and implementing effective solutions, even under pressure or with complex technical challenges.

• Ability to make informed data driven decisions to improve processes and customer experience.

• Strong knowledge of IT systems, networks, and troubleshooting to guide the team and ensure smooth IT operations.

• Clear communication is key for working with both technical and non-technical stakeholders, explaining issues, solutions, and expectations.

• A commitment to providing excellent customer service, understanding the needs of users, and ensuring their issues are addressed promptly and professionally.

Our Commitment to Safety, Trust and Belonging: Multnomah County is committed to developing, nurturing and continually improving workforce equity by identifying and addressing the structural and policy barriers to equal employment opportunity faced by our employees and communities. County employees across the organization have stepped forward to develop a strategic plan and help create a workplace where everyone can reach their full potential. Learn more by reading our