Oregon State Treasury
Overview
Oregon State Treasury is recruiting for the position of Technical Services Delivery Manager. This role oversees internal customer relationship management related to Information Technology service inquiries and issue resolution. It includes daily leadership and guidance for Service Desk teams located in Salem and Tigard, who provide both phone and in-person support. These teams assist users with email systems, directory services, operating systems, desktop applications across various computer platforms, and other IT-related applications. Job Duties Summary
Manage day-to-day IT service delivery to include coverage, schedule, workload balance, prioritization, and completion. 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 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 metrics such as incident, event, and escalation measurements. Manage the IT Service Management (ITSM) function by supervising the ITSM Analyst role and all associated work efforts, ensuring effective configuration and optimization of the ITSM tool, including 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. Take a proactive approach in handling and resolving customer issues, concerns, and problems. Participates with IT management in establishing strategic planning and supporting organizational maturity efforts. Develop, update and manage processes, reports, and documentation related to daily IT operations. Manage on-boarding process (to include user access, changes, off-boarding) within IT. Provide oversight of IT asset management processes, procedures, and technology. Make strategic decisions in optimizing technology spend. Provide leadership in establishing software and hardware baselines. Responsible for the governance concerning IT asset management including managing, monitoring, tracking, and reporting on IT assets and inventories. Ensure regular-recurring inventory cycle for all IT assets to include hardware, software, and warranties. Work Schedule
This position will have the opportunity for a hybrid (remote and in-office) work location schedule; in-office work will be predominantly from Treasury's Tigard office. The position will work from the Tigard office once a week with additional days in the office as needed. There will be times when this position will need to work from the Salem office as well. Salary Range
$102,048-$165,576 annually. Job Classification
This position is classified as an Information Technology Manager 2 and is a management service position. Required Minimum Qualifications
Six years of supervision, management, or progressively related experience; OR three years of related experience and a bachelor’s degree in a related field. Desired Attributes
Job Specific Attributes Experience with managing day-to-day IT service delivery. Experience with performing supervisory functions. Experience with developing, updating and managing processes, reports, and documentation related to daily IT operations. Experience with IT asset management including managing, monitoring, tracking, and reporting on IT assets and inventories. Core Attributes Respect – Treats all individuals fairly and respectfully; works effectively with others; values diverse viewpoints. Teamwork – Professional, respectful, and cooperative; supports team goals. Flexibility – Willingness to adapt to organizational needs and changing environments. Communication – Clear and timely communication with stakeholders. Initiative – Proactive, problem-solving mindset. Critical Thinking – Analyzes options and makes informed decisions. Time Management – Prioritizes tasks and meets deadlines. Attention to Detail – Ensures accuracy and thoroughness. How to Apply
You are required to upload your resume and a cover letter describing how you meet the desired attributes listed above. Ensure your application materials clearly demonstrate the qualifications and attributes. We will accept applications through the announced closing date; however, we may close recruitment early if a strong candidate pool is identified. Apply early if interested. Benefits of Joining Our Team
Low employee premium share for medical, dental, vision, and basic employee life (1% or 5% employee share). Robust paid leave package, including vacation, personal business, holidays, sick leave, and a floating day of leave. PERS retirement benefits. Support with training and development. Student loan forgiveness under the Public Service Loan Forgiveness Program (PSLF). Optional benefits include life, short & long term disability, accidental death and dismemberment, Oregon Savings Growth Plan (deferred compensation plan), flexible spending accounts, long term care insurance, employee assistance program, and more. About Oregon State Treasury
Oregon State Treasury focuses on improving the financial well-being of all Oregonians, provides low-cost programs for governments, and empowers Oregonians to invest in themselves and their loved ones for a more secure future. We are committed to a diverse, inclusive, and respectful workplace and value the differences that each individual brings. Our commitment to diversity, equity, and inclusion helps us better serve Oregonians. Our Values and Principles
INTEGRITY — INNOVATION — DIVERSITY — TRUST — PROFESSIONALISM — ACCESSIBILITY Special Information
Prospective employees are subject to a background check that may include validation of all application materials, prior employment, and references, driving records, and fingerprint-based checks. Adverse background data may be grounds for disqualification. OST does not offer visa sponsorships. Within three days of hire, the successful candidate will complete the I-9 form to verify authorization to work in the United States. Eligible veterans receive veterans' preference with appropriate documentation as outlined by the Department of Administrative Services. OST is an equal opportunity, affirmative action employer. We value a diverse workforce. Reasonable accommodation under ADA available upon request; contact Oregon State Treasury HR for assistance.
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Oregon State Treasury is recruiting for the position of Technical Services Delivery Manager. This role oversees internal customer relationship management related to Information Technology service inquiries and issue resolution. It includes daily leadership and guidance for Service Desk teams located in Salem and Tigard, who provide both phone and in-person support. These teams assist users with email systems, directory services, operating systems, desktop applications across various computer platforms, and other IT-related applications. Job Duties Summary
Manage day-to-day IT service delivery to include coverage, schedule, workload balance, prioritization, and completion. 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 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 metrics such as incident, event, and escalation measurements. Manage the IT Service Management (ITSM) function by supervising the ITSM Analyst role and all associated work efforts, ensuring effective configuration and optimization of the ITSM tool, including 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. Take a proactive approach in handling and resolving customer issues, concerns, and problems. Participates with IT management in establishing strategic planning and supporting organizational maturity efforts. Develop, update and manage processes, reports, and documentation related to daily IT operations. Manage on-boarding process (to include user access, changes, off-boarding) within IT. Provide oversight of IT asset management processes, procedures, and technology. Make strategic decisions in optimizing technology spend. Provide leadership in establishing software and hardware baselines. Responsible for the governance concerning IT asset management including managing, monitoring, tracking, and reporting on IT assets and inventories. Ensure regular-recurring inventory cycle for all IT assets to include hardware, software, and warranties. Work Schedule
This position will have the opportunity for a hybrid (remote and in-office) work location schedule; in-office work will be predominantly from Treasury's Tigard office. The position will work from the Tigard office once a week with additional days in the office as needed. There will be times when this position will need to work from the Salem office as well. Salary Range
$102,048-$165,576 annually. Job Classification
This position is classified as an Information Technology Manager 2 and is a management service position. Required Minimum Qualifications
Six years of supervision, management, or progressively related experience; OR three years of related experience and a bachelor’s degree in a related field. Desired Attributes
Job Specific Attributes Experience with managing day-to-day IT service delivery. Experience with performing supervisory functions. Experience with developing, updating and managing processes, reports, and documentation related to daily IT operations. Experience with IT asset management including managing, monitoring, tracking, and reporting on IT assets and inventories. Core Attributes Respect – Treats all individuals fairly and respectfully; works effectively with others; values diverse viewpoints. Teamwork – Professional, respectful, and cooperative; supports team goals. Flexibility – Willingness to adapt to organizational needs and changing environments. Communication – Clear and timely communication with stakeholders. Initiative – Proactive, problem-solving mindset. Critical Thinking – Analyzes options and makes informed decisions. Time Management – Prioritizes tasks and meets deadlines. Attention to Detail – Ensures accuracy and thoroughness. How to Apply
You are required to upload your resume and a cover letter describing how you meet the desired attributes listed above. Ensure your application materials clearly demonstrate the qualifications and attributes. We will accept applications through the announced closing date; however, we may close recruitment early if a strong candidate pool is identified. Apply early if interested. Benefits of Joining Our Team
Low employee premium share for medical, dental, vision, and basic employee life (1% or 5% employee share). Robust paid leave package, including vacation, personal business, holidays, sick leave, and a floating day of leave. PERS retirement benefits. Support with training and development. Student loan forgiveness under the Public Service Loan Forgiveness Program (PSLF). Optional benefits include life, short & long term disability, accidental death and dismemberment, Oregon Savings Growth Plan (deferred compensation plan), flexible spending accounts, long term care insurance, employee assistance program, and more. About Oregon State Treasury
Oregon State Treasury focuses on improving the financial well-being of all Oregonians, provides low-cost programs for governments, and empowers Oregonians to invest in themselves and their loved ones for a more secure future. We are committed to a diverse, inclusive, and respectful workplace and value the differences that each individual brings. Our commitment to diversity, equity, and inclusion helps us better serve Oregonians. Our Values and Principles
INTEGRITY — INNOVATION — DIVERSITY — TRUST — PROFESSIONALISM — ACCESSIBILITY Special Information
Prospective employees are subject to a background check that may include validation of all application materials, prior employment, and references, driving records, and fingerprint-based checks. Adverse background data may be grounds for disqualification. OST does not offer visa sponsorships. Within three days of hire, the successful candidate will complete the I-9 form to verify authorization to work in the United States. Eligible veterans receive veterans' preference with appropriate documentation as outlined by the Department of Administrative Services. OST is an equal opportunity, affirmative action employer. We value a diverse workforce. Reasonable accommodation under ADA available upon request; contact Oregon State Treasury HR for assistance.
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