Information Technology Client Services Manager Job Hillsboro area,Oregon USA,IT/Tech

The Digital Solutions department is seeking an Information Technology (IT) Client Services Manager. This position is part of the Digital Solutions leadership team and oversees the IT Client Services program. This position manages service desk operations, business systems analysis, and other front-line technology support functions that serve all Clean Water Services (CWS) employees. The role ensures effective delivery of client-focused IT services, develops and implements program strategies, manages daily operations, and evaluates service performance to meet organizational technology needs.

Candidates who are selected to move forward in the recruitment process will be invited to self-schedule their interview. Please be sure to check your email for status updates.

(The essential functions listed below are not intended to reflect all duties that may be assigned to this classification. CWS may augment duties and/or essential functions at its discretion. Additionally, some incumbents may not perform all Essential Functions.)

Plans, organizes, and manages the work of IT Client Services staff, including Business Systems Analysts and Service Desk Technicians.

Oversees program operations by reviewing activities, evaluating service effectiveness, identifying operational needs, and implementing approved process or service improvements.

Oversees IT ticketing system usage and configuration to ensure tickets are logged, prioritized, assigned, and resolved efficiently.

Consults with management regarding systems and service delivery needs; monitors work activities and ensures service delivery meets established standards. Facilitates the assessment and prioritization of projects and requests.

Participates in preparation, development, and administration of budgets for the department and IT Client Services program, ensuring adequate staffing, equipment, CWS asset tracking, and resources are accounted for and available to support efficient and cost-effective performance.

Researches and evaluates emerging technologies and industry practices, and collaborates with Digital Solutions leadership to recommend strategic solutions aligned with organizational objectives.

Provides advanced problem resolution by addressing complex, sensitive, or escalated technical issues for internal and external customers.

Manages vendor and contractor relationships, including negotiating scope and cost, administering contracts, and monitoring performance to ensure compliance with service.

Monitors and reports on program performance metrics, including reliability, responsiveness, and end-user satisfaction, and uses data to guide operational decisions.

Develops and maintains operational documentation, including standard operating procedures, knowledge base materials, and service level agreements for Client Services functions.

Coordinates Client Services support for organizational events, ensuring appropriate technology services and resources are available.

Manages the work of technical, professional and/or supervisory staff. Oversees employee development and performance including selection and training; preparation of performance appraisals, and development or improvement plans; resolves complaints and grievances; implements disciplinary actions.

Creates and maintains a positive, engaged, equitable, and inclusive workplace culture within the department, to improve the work groups’ understanding and recognition of diversity in the workplace, and foster multidisciplinary and integrated team approaches.

Drives a CWS or personal vehicle for work-related purposes.

KNOWLEDGE OF

Operational characteristics, services, and activities of information technology and computer systems
Office tools, including Microsoft Word, Excel, Outlook, PowerPoint, and Visio
Principles of information technology architecture and management as applied to the needs of a local public agency
Organizational and management practices as applied to the analysis and evaluation of programs, policies, and operational needs
Principles and practices of program development and administration
Principles and practices of program and project management
Principles and practices of budget development and…