Client Services Supervisor

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Note: This job will be posted through 11:59 PM of the day prior to the closing date listed above.

Current Washington County Employees: Please apply through the employee portal to be considered for this opportunity.

Job Type:

Regular

Pay Range:

$97,423.80 – $118,369.20 Salary

Department:

Information Technology Services

FLSA Exemption Status:

Exempt

About the Opportunity:

Washington County’s Information Technology Services (ITS) Division has an exceptional opportunity to apply your advanced technical skills as a Client Services Supervisor. The Client Services Supervisor plans, organizes, and supervises the activities of the Client Services section of the County’s Information Technology Infrastructure & Operations Division. Supervision includes coordinating the effective use of staff resources in the Service Desk, Field Services, Audio/Visual, Asset Management, and Computer Replenishment Program.

The Infrastructure and Operations Division serves as the essential discreet backbone of Washington County’s Information Technology Department. Infrastructure and Operations is responsible for designing, building, deploying, supporting, and managing the hardware, software, networking, and servers that underpin business systems. Core functions include Service Desk, Field Service, Asset Management, Desktop Engineering, Network Administration, and Systems Administration.

The Client Services Supervisor role requires a strong conceptual understanding of call center operations, technology asset tracking, audio/visual infrastructure support, customer service delivery, and technology replenishment operations. The successful candidate will have experience managing technology professionals and/or leading complex technology implementation projects.

This individual will be a collaborative leader who values Access and Opportunity and fosters a culture of respect and high-trust leadership. In support of long-term planning, the Client Services Supervisor must be committed to strategic planning, resource optimization, and the ongoing professional development of the Client Services team to ensure the delivery of high-quality, impactful services.

Knowledge of:

• Principles of leadership, supervision, collaboration, active listening, training, and performance coaching and evaluation.

• Principles and practices of Access & Opportunity

• Principles and practices of budget development and administration.

• Principles and practices of contract administration and evaluation.

• Principles of human resources management.

• Administrative principles and practices, including goal setting, program management, scheduling, customer service, IT service management, and performance metric analysis.

• Current best practices relative to information systems Service Desk, Asset Management, Audio/Visual and Desktop Support.

• Principles of Client/Server Application software, monitoring and alerting platforms and systems maintenance.

• Server operating systems, database management systems, and information security practices.

Skills to:

• Identify and communicate in writing and verbally, strategic direction for a team or working group.

• Manage multiple priorities with varying deadlines and competing priorities.

• Coach IT professionals in translating technical solutions into user-friendly terms for stakeholders with varying levels of information technology knowledge.

Ability to:

• Analyze workforce performance metrics and identify patterns for improving efficiency.

• Maintain a skill base of current trends and developments relative to information systems technology.

• Research, analyze, and evaluate new service delivery methods, procedures, and techniques.

• Recommend and implement goals, objectives, and practices for providing effective and efficient services.

• Analyze and diagnose problems and exercise ingenuity and inventiveness in devising solutions.

• Evaluate and improve the effectiveness of service delivery efforts.

• Communicate clearly and effectively in both oral and written form.

• Supervise and performance coach subordinates.

• Plan, assign, evaluate, and guide the work of subordinates.

• Establish and maintain cooperative and collaborative working relationships with individuals and groups who come from diverse backgrounds and represent members of the public, coworkers, and/or vendors.

MINIMUM QUALIFICATIONS

• Bachelor’s degree from an accredited college or university in Information Technology or a closely related field of studyANDseven (7) years of experience providing computer hardware and software supportANDtwo (2) years in a supervisory, lead, or technical leadership capacity.Leadership of technology projects, software or hardware implementations, or demonstrated technical leadership may be considered in lieu of direct supervisory experience;OR

• Associate degree from an accredited college or university with coursework in Information Technology or a closely related field of studyANDnine (9) years of experience providing computer hardware and software supportANDtwo (2) years in a supervisory, lead, or technical leadership capacity.Leadership of technology projects, software or hardware implementations, or demonstrated technical leadership may be considered in lieu of direct supervisory experience;OR

• HS Diploma/ GEDANDeleven (11) years of experience providing computer hardware and software supportANDtwo (2) years in a supervisory, lead, or technical leadership capacity.Leadership of technology projects, software or hardware implementations, or demonstrated technical leadership may be considered in lieu of direct supervisory experience.

ADDITIONAL LICENSES, CERTIFICATES, PHYSICAL ABILITIES AND SPECIALTY REQUIREMENTS

• This position requires the incumbent to pass an extensive background check.

• Must possess a driver’s license valid in the State of Oregon and have an acceptable driving recordper Washington County policy. To review Washington County’s Driver’s License and Record Policy:Driver’s License & Records Policy(Vehicles – Section 800).

This position is classified as Client Services Supervisor.Classification descriptions are typically written broadly. To review the full information of this classification, please use the following link here.

Please be clear and specific in the applicable sections of the employment application about how your background is relevant, including your volunteer experience.This information must also be consistent with your supplemental question responses.Please note:Answers to the supplemental questions are typically evaluatedseparatelyfrom your application.

Selection Process:

You can review our standard selection process here.

Our commitment to you:
Washington County is an equal opportunity employer committed to using a merit-based system in which recruiting, selecting, and advancing employees is based on knowledge, skills, and abilities. Our organization embraces innovation, collaboration, and work-life harmony. We promote employee development and offer an award-winning benefits and wellness program as well as an opportunity to serve and support our vibrant community.

Veterans’ Preference:
If you are a Veteran and would like to be considered for Veterans’ preference for this recruitment, please review the instructions using this link:Veterans’ Preference Points.
Accommodation under the Americans with Disabilities Act:
Reasonable accommodation is available to anyone whose specific disability prevents them from completing this application or participating in the selection process for this recruitment. To obtain confidential assistance please contact Human Resources 503-846-8606, or email:Careers@WashingtonCountyOR.gov at least 48 hours before any step in the recruitment and selection process for which you feel you need accommodation.
Status of Your Application:
You will be advised by email of your status at each step in the application process, from initial application to final employment disposition. Please note that Washington County communicates with all candidates via email.

Questions?

Recruiter:

Laura Aranda

Email Address:

Laura_Aranda@washingtoncountyor.gov

 

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