Technical Services Delivery Manager

Technical Services Delivery Manager

Posted 4 days ago. Oregon State Treasury, Salem/Tigard.

$92,616 - $150,372 per year

Mid-Senior

Full‑time

Information Technology

• Manage day‑to‑day IT service delivery, covering coverage, scheduling, workload balance, prioritization, and completion. Supervise Information Systems Specialists at levels ISS 3‑6 (entry to mid‑level) and perform supervisory functions including hiring, training/coaching, planning, assigning, evaluating performance, disciplinary action, and grievance response.
• Ensure all Service Desk calls and tickets are processed, prioritized, and escalated appropriately; keep customers informed and maintain the highest standard of communication and customer service.
• Implement, review, and revise Service Desk standard operating procedures and processes, and regularly report on performance using appropriate metrics (incident, event, escalation).
• Manage the IT Service Management (ITSM) function; supervise the ITSM Analyst role, optimize the ITSM tool configuration, and report ITSM metrics.
• Supervise review and revision of the Knowledge Base and Knowledge Management Policy, Process & Procedures, and report on effective use.
• Build and maintain excellent working relationships with customers, suppliers, and other technical areas in the organization.
• Document and implement a customer satisfaction program with monthly reporting.
• Participate with IT management in strategic planning and support organizational maturity efforts.
• Develop, update, and oversee processes, reports, performance metrics/KPIs, and documentation that enhance quality and efficiency of daily IT operations.
• Manage onboarding (user access, changes, off‑boarding) within IA.
• Provide oversight of IT asset management processes, procedures, and technology.
• Lead establishment of software and hardware baselines.
• Govern IT asset management, tracking, monitoring, and reporting on assets and inventories.
• Ensure regular inventory cycles for all IT assets, including hardware, software, and warranties.

Five years of lead work, supervision, or progressively related experience; OR two years of related experience and a bachelor's degree in a related field.

• Experience performing supervisory functions including hiring/firing, disciplinary actions, coaching/mentoring, performance evaluation, scheduling/attendance issues of union or non‑union employees.
• Experience managing day‑to‑day IT service delivery: workload balancing, prioritization, resource planning and staffing, service level agreement management, ticket queue management, status dissemination, grievance response, and customer experience communication.
• Experience developing policies and procedures, establishing IT standards, reporting KPIs/metrics, and optimizing processes for efficient IT service delivery.
• Experience with IT asset management: imaging, monitoring, tracking, disposal, reporting on hardware/software assets, inventories, patch management, anti‑virus updates; IT procurement and software licensing management is a plus.
• Experience managing budgets: recommending cost‑saving measures, optimizing expenditures, and supporting IT compliance efforts.
• Experience with incident management: ownership of critical incidents, coordination with resolution parties, and communication for post‑incident review.

• Respect – Treat all individuals fairly and respectfully; work effectively with others; foster an environment where everyone can thrive; respect diverse values and viewpoints.
• Teamwork – Act professionally, respectfully, and courteously; recognize others’ worth; prioritize team goals over personal objectives.
• Flexibility – Show willingness to adapt to organizational needs, handle discomfort in changing environments, and remain calm under stress.
• Communication – Effectively articulate and exchange information with stakeholders; respond promptly to questions and inquiries.
• Initiative – Take action without waiting for explicit instructions; generate creative solutions to problems and opportunities.
• Critical Thinking – Identify and weigh options, make…