Supervisor, IT Service Desk

Job Description:

Supervisor, IT Service Desk

Description

Summary

ABOUT THE DEPARTMENT:
The Information Technology Department supports the organization’s technology needs and provides leadership for future solutions. Deschutes County IT manages systems and infrastructure, and provides stable, secure, and reliable technical support services to County staff and clients. The department includes 22 employees and partners with other technical staff throughout the County. The department is dedicated to enhancing security, efficiency, and productivity and provides everything from phone support to application integration.

ABOUT THE COUNTY:

We know where you choose to live, work and play matters. Deschutes County is one of the largest employers in Central Oregon and the largest municipal government in the region. Our dedicated and passionate workforce of more than 1,250 employees provide County services in a number of departments, divisions, and offices.

Located in the heart of Central Oregon, between the towering Cascade Mountain Range to the west and the high desert plateau to the east, Deschutes County is the outdoor recreation capital of Oregon. W e enjoy a renowned quality of life, with big-city opportunities and small-town neighborhoods.

We hope you’ll consider joining our talented team.

ABOUT THE JOB:
We are committed to providing exceptional IT support. This role champions the IT Service Desk team, ensuring they deliver timely and effective solutions to our users. We focus on building a supportive environment where users receive clear guidance and training on our technology systems, enabling them to work efficiently and confidently. We are dedicated to resolving technical challenges and empowering our community with reliable technology access.

The IT Service Desk Supervisor will be responsible for leading the service desk team with a strong service-oriented mindset and prioritizing responsiveness and user satisfaction by planning, organizing, and supervising the day-to-day activities of IT Service Desk team, including technical assistance, issue resolution, and training to users on a variety of computer and telecommunication hardware and software systems that serve the County and beyond.

This position is located in Deschutes County and may be eligible for hybrid of in-office/remote work as allowed by policy and approved by the supervisor.

Key Responsibilities:

• Plans, prioritizes, assigns, supervises, and reviews the work of assigned staff performing a variety of work activities within client services, field support, and help desk sections.
• Participates in selection of staff; develops and mentors staff.
• Maintains a training program for Service Desk staff; ensures technical documentation is available and up to date for the Service Desk staff and employees.
• Keeps the service desk abreast of topics and in-coming support needs; disseminates information about process and policy to staff; ensures new and existing hires have up-to-date knowledge of existing processes.
• Takes an active role in resolving customer issues in a timely manner.
• Champion a service-first approach within the IT department, emphasizing timely and helpful solutions.

Knowledge of or experience with:

• Customer service standards and protocols.
• Team management experience.
• Technical support principles, processes, and standards.
• Workstation applications, operating systems.
• Identity management in a Microsoft Active Directory environment.
• Active Directory and Exchange including creating and managing user accounts and supporting email clients in an AD/Exchange environment.

Skill in:

• Supervising staff, delegating tasks and authority, and evaluating staff performance.
• Diagnosing and resolving technical problems in a network/distributed systems environment.
• Writing process documentation describing technical procedures in non-technical terminology.
• Solving technical problems involving multiple operating systems and hardware platforms.
• Installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.
• Establishing and maintaining cooperative working relationships with co-workers.
• Promoting and enforcing safe work practices.

*This posting is not meant to be an all-inclusive list of duties and responsibilities but rather constitutes a general definition of the position's scope and function.

Notification to all candidates will be sent via email and/or text only. Please opt in for text messaging or check your email and your Governmentjobs.com account for application status.

Review the full job description by clicking HERE.

Compensation

$7,842.22 to $10,509.35 per month for a 172.67 hour work month. Excellent County benefit package when eligible. This position is available immediately.

BENEFITS:
Our robust health plan is offered at a minimal cost of $95 per month for employee only or $116 per month for employee plus dependents, which includes an innovative on-site clinic, pharmacy, and wellness and wellbeing services. Additionally, we include life insurance, retirement (PERS), generous paid time-off (14-18 hours/month to start, pro-rated for part-time), holidays, and professional development opportunities. Please click HERE for full benefit details.

Minimum Qualifications

• Associate’s degree in Information Technology, Computer Science, or a closely related field;
• AND four (4) years of IT operations, applications development, and technical support experience, including lead or supervisory experience;
• OR any equivalent combination of training, education, and experience that provides the required skills and knowledge to perform the essential functions of the job.

Necessary Special Requirements

The employment offer will be contingent upon pre-employment screening for criminal history and controlled substances (NOTE: Positive test results for marijuana use may result in rescission of a contingent offer of employment). These screenings must be completed with satisfactory findings in order for a formal offer of employment to be extended.

Licenses/Certifications

• ITIL Certification and/or deep knowledge of ITIL principles.
• Acquire and maintain CJIS Certification within 90 days of start date. The certification process, including training and examination, will be conducted and paid for by Deschutes County following the candidate’s hire.

Excellent County benefit package when eligible.
Deschutes Countyoffers eligible employeesa comprehensive healthcare package that covers medical, prescription, dental, and vision coverage at a minimal cost of $95 per month for employee only or $116 per month for employee plus dependents. Coverage becomes effective the first of the month following1month of employment. Included in the health care package is the Deschutes Onsite Clinic (DOC), which provides a wide range of health, wellness, and primary care services to employees and their dependents. The DOC offers convenient hours and no out-of-pocket costs to patients. The DOC Pharmacy is a full service pharmacy available to employees and dependents to have their prescriptions filled at a discounted co-pay. In addition to the health care package, DeschutesCounty provides a generous and comprehensive benefits program to eligible employees.

Employer paid benefit offerings include:

• Life Insurance for employee and dependents
• Accidental Death and Dismemberment Insurance
• Long-term Disability Insurance
• Employee Assistance Program
• Retirement Program through Oregon PERS
• Time Management Leave

Employee paid voluntary benefit offerings include:

• 125 Flexible Spending Program
• 457 Deferred Compensation Program
• Supplemental Life and Accident Insurance

To learn more about Deschutes County's generous benefit offerings, please visit www.deschutes.org/hr and click on Employee Benefits.

Closing Date/Time: 4/6/2025 11:59 PM Pacific

Salary:

$7,842.22 - $10,509.35 Monthly