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 processesand 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 Workforce Equity Strategic Plan and exploring our Core Competencies for all County employees.

To Qualify

We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific about how your background is relevant.

Minimum Qualifications/Transferable Skills:

• Bachelor's Degree from an accredited college or university or equivalent practical and relevant experience. AND
• Three (3) experience that demonstrates the ability to perform the duties of the position including supervisory experience.
• Ability to pass a criminal records check.
• Must have a valid driver license. 

Preferred Qualifications/Transferable Skills: You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following preferred qualifications/transferable skills.

• Data Center systems and infrastructure
• Co-location Vendor Management
• 24x7 Operations Management 
• Call Center Management
• ITIL process methodologies or certification 

*Transferable skills:Your transferable skills are any skills you have gained through education, work experience (including the military) or life experience that are relevant for this position. Be sure to describe any transferable skills on your application and clearly explain how they apply to this position.

SCREENING AND EVALUATION

The Application Packet: Your completed application must include the following items:

• Required completed online application.
• Required resume that contains your relevant experience and education. Please be sure your resume includes the following for each employer: name of employer, location, dates of employment, your title, a brief summary of your responsibilities, the number of employees under your supervision.
• Required cover letter that expands on your resume, describes why you are interested in this position, and addresses how you meet the minimum qualifications for this position.

Note:  The application, resume and cover letter should demonstrate your work experience/skills and how it is related to those shown in the Overview and To Qualify sections of the job announcement. Please be thorough, as these materials will be scored and determine your eligibility to advance in this recruitment process. 

Internal Applicants:  After you have submitted your application, please check your Workday inbox and complete the Veterans’ Preference Questionnaire prior to the application deadline. 

Veterans’ Preference: Under Oregon Law, qualifying veterans may apply for veterans’ preference for this recruitment. Review our veterans’ preference page for details about eligibility and how to apply. The recruiter as listed on the job announcement must receive all required documentation by the closing date of the recruitment.

The Selection Process: For details about how we typically screen applications, review our overview of the selection process page. We expect to evaluate candidates for this recruitment as follows:

• Initial review of minimum qualifications: We may do an additional preferred review and/or send out additional supplemental questions to identify those highest qualified.
• Assessment of candidates: Review of the applicant's training and experience by a subject matter expert, an exam, or a screening interview (phone, technical, etc.). 
• Consideration of top candidates: We will consider qualified candidates in order of rank and score from the list of eligible candidates. This may include panel interview(s), a hiring interview, and/or additional testing to determine the best candidates for a position.
• Background check and reference checks: All finalists must pass a thorough criminal records check and reference check.

Equal Pay Law: Please be advised that the pay range listed for this position is intended to provide general guidance on the earning potential for the role. However, actual compensation will be determined in accordance with the Oregon Equal Pay Law and will take into account factors such as the candidate's relevant experience, education seniority, training, and/or tenure. Candidates should expect that initial offers will be made within the listed pay range and may not be at or near the top of the range.

Note: Application information may be used throughout the entire selection process. This process is subject to change without notice.

Multnomah County offers an exceptional benefits package, including employer-funded retirement savings; health and dental insurance at very low cost to full-time employees and their dependents; paid parental leave; wellness programs; a focus on work-life balance; and much more. Find more details on ourbenefits website.

Additional Details 

Type of Position: This salaried, regular non-represented position is not eligible overtime.

Location:Multnomah Building, 501 SE Hawthorne Blvd. Suite 400, Portland Oregon 97214 and the East County Courthouse, 18480 SE Stark St, Portland, OR 97233.

Schedule: Monday - Friday 8:00am - 4:30pm. The schedule is flexible to ensure support for the 24x7 Operations team or to support production events.

Hybrid Telework: This position is designated as “hybrid telework,” meaning you will be working both remotely (from home) and in person at an onsite location. The designation of Hybrid Telework may be subject to change at a future time. All employees must reside in Oregon or Washington; the county cannot support ongoing telework from other locations.The onsite work location for this position is Multnomah Building, 501 SE Hawthorne Blvd. Suite 400, Portland Oregon 97214 and the East County Courthouse, 18480 SE Stark St, Portland, OR 97233.

Inclement Weather and Disasters 

Serving the Public, Even During Disasters 

Everyday, Multnomah County staff work together to serve as a safety net for our communities. During a disaster, this safety net becomes even more critical. All County employees have a role in serving the public during inclement weather, natural disaster, or other types of community emergency response. During these emergency responses, while typically there begins with a call for volunteers, county employees may ultimately be reassigned from their current position to a role in the emergency response in order to support the critical needs presented by our communities. For more information, please visit the Disaster Service Worker Information page.

Diversity and Inclusion: At Multnomah County, we don't just accept difference; we value it and support it to create a culture of dignity and respect for our employees.

We are proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran or protected veteran status, genetic information and other legally protected characteristics. The EEO Know Your Rights poster is available for your reference. Multnomah County is a VEVRAA Federal Contractor. We request priority protected veteran referrals.

Veterans’ Preference: Under Oregon Law, qualifying veterans may apply for veterans’ preference. Review our veterans’ preference page for details about eligibility and how to apply.

Accommodation under the Americans with Disabilities Act: We gladly provide reasonable accommodation to anyone whose specific disability prevents them from completing an application or participating in this recruitment process. Please contact the recruiter below in advance to request assistance. Individuals with hearing or speech impairments may contact the recruiter through the Telecommunications Relay Service by dialing 711.

Questions?

Recruiter:

Allison Conkling

Email:

allison.conkling@multco.us

Phone:

+1 (503) 2604572

Application information may be used throughout the entire selection process. This process is subject to change without notice.

Disclaimer: This announcement is intended as a general descriptive recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.

Job Profile:

9452 - IT Manager 1