IT Service Desk Manager (Information Technology Customer Engagement and Support Manager 1)

Are you interested in applying your information technology and management skills to protecting and enhancing Oregon’s environment? If so, please consider a career with the State of Oregon at the Department of Environmental Quality (DEQ).

The Oregon Department of Environmental Quality strives to build and sustain an inclusive environment that embraces and values diversity. Employees at all levels of the agency work together to foster fairness, equity, inclusion, and belonging. We strive to be a workplace where we share our authentic identities, while advancing our individual professional goals, and while collaborating to protect, preserve, and enhance the environment for current and future generations. We celebrate and appreciate diversity, champion equity, and treat each other with respect and dignity. We are an equal opportunity employer and do not discriminate based on race, color, national origin, ethnicity, veteran, gender, sexual orientation, religion, age, or physical or mental disability.

Candidates from diverse backgrounds are encouraged to apply. We are most interested in finding the best candidate for the job, and that candidate may not meet every one of our listed preferred qualifications. Lived experience may count towards the preferred qualification. If you are excited about this position, we encourage you to apply. If you are unsure as to whether or not you meet the qualifications of this position, please contact us to discuss your application.

Opportunity:

The Oregon Department of Environmental Quality has a full-time opportunity available for an IT Service Desk Manager (Information Technology Customer Engagement and Support Manager 1). This position is based out of DEQ’s Headquarters in Portland, Oregon.             

The Agency:

The Oregon Department of Environmental Quality is the primary regulatory agency of the government of the U.S. State of Oregon responsible for protecting and enhancing the state's natural resources. At DEQ, employees have the opportunity to work with a dynamic and supportive team of mission-focused individuals tasked with maintaining, restoring, and enhancing the quality of Oregon’s air, land, and water. Here is a video about DEQ: https://youtu.be/E-Cs6M9AAlU

The Central Services Division (CSD) assists the Agency in achieving its mission by providing central management services for the agency in accounting, budgeting, information systems, human resources, health and safety, training, policy and organizational development, purchasing, and facilities management. The division serves headquarters and 3 regional divisions, the Vehicle Inspection Program, and the Laboratory and Environmental Assessment Division. Services are provided for over 700 positions, various local and regional governments, and directly to citizens.  

The Information Services (IS) department has 4 sections – End User Support, Operations and Implementation, Software Development and Integration, and Information Technology Projects and Strategy.

The IT End User Support Team supports the department by planning, developing, implementing, and providing technical support for DEQ’s computer systems, such as hardware, operating systems, networking, database, e-mail, and other core systems.

Click here to view a map of all the DEQ offices.

What you will do!

You will plan, organize, and manage the planning and delivery of customer support services, including program strategy and business engagement development, project management, IT contract management, and customer assistance. You will be responsible for assisting the IT Operations Manager with the leadership, management, and direction of DEQ’s Service Desk Team; monitor status and quality of work for the Service Desk; monitor delivery efforts to ensure compliance with State, Department, and division specific statutes, rules, and policies; develop and manage operational programs required to deliver critical IS projects and services; oversee inventory management; and provide technical consultation and expertise.

As a State supervisory manager, you will be expected to develop proficiency in, as well as model to others, these competencies: Proactive communication, Innovation, Intentional Engagement, Mentoring & Developing Others, Stewardship, and Business Acumen. 

These competencies are demonstrated by:

• Ensuring staff are supported and have the tools, learning, and equipment necessary to perform their duties.
• Coaching, mentoring, and motivating staff; meeting regularly with staff to provide leadership, guidance, and feedback, and to encourage skill development and career growth.
• Setting clear work objectives, goals, and expectations for staff; evaluating performance and addressing performance in a timely manner.
• Building team cohesion; encouraging collaboration and ensuring staff are cross-trained.

Desired Attributes/Skills:

If you have these qualities, let us know! Candidates who are most competitive will reflect the following:

• Demonstrated commitment to promoting and enhancing diversity; proven experience developing and implementing diversity, equity, and inclusion initiatives.
• Experience building and supporting high-performing, collaborative teams that appreciate and encourage diverse thinking; proven experience fostering teamwork among subordinates; experience coaching, mentoring, and motivating subordinates.
• Demonstrated organization, leadership, supervision, planning, and team building skills.
• Extensive knowledge of and experience with information technology policies, practices, and processes, including data security, application development (including methodologies like agile, spiral, waterfall, etc.), IT infrastructure management, and IT policy and governance.
• Experience managing an IT department, preferably a service-desk department.
• Ability to be resourceful and pay attention to detail; ability to switch priorities or projects seamlessly; excellent project management skills.
• Supervisory or team lead experience in a government agency or organization; supervisory or team lead experience with a union-represented employer.
• Excellent verbal and written communication skills; ability to provide clear, concise, and compelling communication of policy and technical information tailored to the needs of diverse audiences; skill in writing and presenting clear and concise reports that include qualitative and quantitative analyses, recommendations, and conclusions to diverse audiences.
• Ability to effectively communicate ideas, recommendations, and technical information to technical and non-technical people; experience providing technical consultation and advice to managers, technical and professional IT staff, and system users.
• Experience with change management, including supporting employees through program, policy, and other changes.

Minimum Qualifications:

Minimum Qualifications: 5 years of lead work, supervision, or progressively related experience or 2 years of related experience and a Bachelor’s degree.

What’s in it for you!

DEQ cares deeply about employee wellness and benefits. You will receive a comprehensive, competitive, and affordable benefits, leave, and wellness package, including:

• Medical, dental, and vision insurance
• 11 paid holidays
• 10 hours of vacation per month, eligible to be used after 6 months of service
• 8 hours of sick leave per month, eligible to be used as accrued
• 24 hours of personal business leave per fiscal year, eligible to be used after 6 months of service
• Optional life insurance packages
• Flexible spending accounts
• Membership in the Oregon Public Employees Retirement System (PERS)
• Optional deferred compensation retirement program
• Opportunity to potentially receive loan forgiveness under the Public Service Loan Forgiveness Program (PSLF)
• Continuous growth and development opportunities
• Opportunities to serve your community and make an impact through meaningful work
• A healthy work/life balance, including flexible schedules and hybrid work options for many positions

This is a full-time, management service supervisory position.

Working Conditions:

DEQ believes in a diverse and inclusive work environment. All employees are expected to contribute to a work environment that collectively values and benefits from respecting its diversity and promotes a culture of inclusiveness.

This position will be based out of DEQ’s Portland office, however, the successful candidate may be eligible for hybrid work. The logistics of hybrid work will need to be worked out with the Hiring Manager prior to your hire and may be changed at any time given specific job duties and business needs. DEQ will provide necessary hardware (laptop, monitor, keyboard, mouse, and cell phone) for an employee to successfully work from home. At DEQ sites, you will have access to a workspace, however, it may be shared with other employees.

Most work is performed in a professional office setting with multiple demands on time. There is frequent work under tight deadlines. This position requires travel on official State business for meetings, conferences, quarterly site visits, trainings, and public hearings, some of which may involve evening work, weekend work, and/or overnight stays. There may be extended hours during legislative sessions and emergencies.

How to Apply: (complete the application in full)

• External Applicants Click on the “Apply” button and submit your application. Click this link for the External Candidate job aid, and view this video for additional information.
• Internal Applicants (current State of Oregon employees): Apply through your employee Workday account.  View this knowledge article for assistance.

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Help Your Application Rise to the Top!

Your candidate profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase your amazing skills and experience. Candidates whose training and/or experience most closely match the requirements and needs of the position and who attach all necessary documents will be eligible for an interview. Submissions will be screened for consistency of information and communication skills at the professional level (attention to detail, spelling, grammar, etc.). Please make sure your attributes and the minimum qualifications are clearly demonstrated in your application materials.

Veterans Information:

DEQ provides veterans’ preference points to all eligible veterans. For more information on veterans’ preference, please visit Veterans Resources, or call the Oregon Department of Veterans' Affairs at: 1-800-692-9666. For privacy reasons, please do not attach veterans’ preference documents when initially applying. You will be asked to submit those later.

Pay Equity:

As an employer, the State of Oregon complies with HB 2005, the Pay Equity Bill. We do not discriminate on the basis of protected class in the payment of wages, and we do not screen applicants on the basis of their current or past compensation. Please visit http://www.oregon.gov/das/hr/pages/equity.aspx for more information. Please note: the salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect an additional 6.95% (6% goes to PERS and .95% covers payroll taxes). Please review the Classification and Compensation page for more details.

Work Authorization:

DEQ does not offer visa sponsorships. On the first day of employment, all hires will be required to complete the US Department of Homeland Security’s Form I-9, confirming authorization to work in the United States. In addition, hires will have three business days from their first day of employment to present documents that establish employment authorization and identity. DEQ is an E-Verify employer and will use E-Verify to confirm that hires are authorized to work in the United States.

Questions/Need Help?

If you have questions about the recruitment or need assistance to participate in the application process, please contact Maddy Ouye, Human Resources Analyst, at maddy.ouye@deq.oregon.gov or (503) 347-5759. TTY users: please use the Oregon Telecommunications Relay Service at 1-800-735-2900.