IT Helpdesk Supervisor

Position Summary

Hello, we’re Metro! Metro is dedicated to shaping a better future for the greater Portland region. The work the people of Metro do every day benefits the lives of the people who live here, today, and tomorrow.

The Information Technology and Records Management department is looking for a working IT Helpdesk Supervisor to coordinate technical support services for agency staff. We have a great team and are dedicated to making a positive difference for our clients. If you enjoy providing customer service and working with a supportive team of professionals then we encourage you to apply!

As the IT Helpdesk Supervisor, you will

Supervise the daily functions of the IT Helpdesk services.

Provide supervision and direction to support IT Helpdesk positions by assigning work, evaluating performance, and providing training to ensure effective delivery of services.

Provide technical analysis and support in IT troubleshooting, evaluating, and resolving problems for client systems and services.

Work closely with departmental managers, workgroups, and stakeholders.

Develop short and long-range plans, goals, and objectives for operational effectiveness of IT Helpdesk. Determine strategies, monitor progress, and resolve issues.

Implement and administer policies, procedures, and standards in accordance with Metro Code, federal and state laws and regulations.

Develop reports and present recommendations to department managers and other affected groups.

Direct creative approaches, procedures, and quality control standards to ensure maximum efficiency and effectiveness of operations.Attributes for success

Positive team leader with a passion for great customer service.

Ability to communicate fluently and respectfully with a variety of clients.

Demonstrated understanding of client technologies, support, and troubleshooting strategies.

Enjoys problem solving and collaborating.

Works well under pressure, able to prioritize.

Demonstrated experience with helpdesk platforms and support strategies.DIVERSITY AND INCLUSION

At Metro, we strive to cultivate diversity, advance equity, and practice inclusion in all of its work. This means attracting and empowering a workforce that is inclusive of a broad range of human qualities. Workplace diversity is both a moral imperative and a business strength, essential to providing quality support and services to our region. Metro’s goal is to hire, develop and retain highly skilled and talented individuals across all departments and programs who best reflect the diversity of our community.

Learn more about Metro’s Diversity Action Plan

TO QUALIFY

We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific in your application materials on how your background is relevant.

Minimum qualifications

Bachelor’s degree in the assigned program area; AND

Four years progressively responsible experience in the field OR

Any combination of education, professional, volunteer and lived experience that provides the necessary knowledge, skills, and abilities to perform the classification duties and responsibilities.

Preferred: Project management or supervisory experienceIf this statement is true for you, then you may be ineligible to apply

If you were terminated for cause during any employment with Metro, or resigned in lieu of termination, you may be ineligible for rehire for a minimum of 3 years.

Hybrid Telework

At this time, this position is designated as “hybrid telework.” You will have the option to work away from the office, although there may be times that coming into the office will be required. The manager will work with you to identify a schedule that balances the operational needs of the department and your needs. Employees must reside in Oregon or Washington to work at Metro

Like to have qualifications

You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider them when identifying the most qualified candidates. Your transferable skills are any skills you have gained through education, work experience, including the military, or life experience that are relevant for this position.

Familiarity with IT best practices and frameworks such as ITIL

Helpdesk service/ticketing/support platforms

PC and laptop platforms and peripherals (docks, monitors, etc.)

Network and wireless

iPhone and Android smartphones

Windows 10

Microsoft Office

Microsoft Office 365

Microsoft Teams

Microsoft network and directory basicsSCREENING AND EVALUATION

The application packet: The application packet consists of the following required documents. Please ensure that you upload these documents in your online application. Make sure your application is complete, missing any part of these items could result in an incomplete application and will not be moved forward in the recruitment.

A completed online application

Responses to supplemental questions The selection process: We expect to evaluate candidates for this recruitment as follows. The selection process is subject to change.

Initial review of minimum qualifications

In-depth evaluation of application materials to identify the most qualified candidates

Consideration of top candidates/interviews

Testing/assessments

Reference check COMPENSATION, BENEFITS AND REPRESENTATON

The full-salary range for this position is Step 1. $102,984.94 to Step 7. $138,009.83. However, unless a candidate’s qualifications justify, based on the Oregon Pay Equity Act requirements and Metro’s internal equity review process, the appointment will likely be made between Step 1. $102,984.94 to the equity range Step 3. $113,541.16.

This position is not eligible for overtime and is non-represented. It is classified as a Program Supervisor II.

Classification descriptions are typically written broadly and do not include the specific duties and responsibilities of the positions. View the classification description.

Questions?

Recruiter: Carrie Gundermann

Email:

Additional Information

Equal employment opportunity

All qualified persons will be considered for employment without regard to race, color, religion, sex, national origin, age, marital status, familial status, gender identity and expression, sexual orientation, disability for which a reasonable accommodation can be made, or any other status protected by law.

Accommodation

Metro will gladly provide a reasonable accommodation to anyone whose specific disability prevents them from completing this application or participating in this recruitment process. Please contact the recruiter outlined in the job announcement in advance to request assistance.

Veterans' preference

Under Oregon Law, qualified veterans may be eligible for veterans' preference when applying for Metro positions. If you are a veteran and would like to be considered for a veterans' preference for this job, please provide qualifying documents as instructed during the application process.

Hybrid Telework

Positions designated as “hybrid telework,” meaning you will have the option to work away from the office, although there may be times that coming into the office will be required. The designation of Hybrid Telework may be subject to change at a future time. All employees must reside in Oregon or Washington; Metro cannot support ongoing telework from other locations.

Pay equity at Metro

No matter who you are or where you work at Metro, you deserve to be paid fairly for the work you do. Every worker must get equal pay for equal work regardless of your gender, race, age, or other protected characteristics. Metro has established processes and conducts routine pay equity reviews as part of the hiring process to ensure compliance with the 2017 Oregon Pay Equity Act.

Online applications

Metro accepts job applications online. If you need assistance or accommodation with your application, or access to a computer, please contact the recruiter outlined in the job announcement in advance to request assistance.

How to Apply

For tips on how to apply and more information on what the application process looks like, visit Metro’s “How to apply” page.

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Metro

Led by an elected council, this unique government gives all residents of greater Portland a voice in shaping the future and provides parks, venues, services, and tools at a regional scale. We find solutions for our area’s garbage and recycling that protect clean air and water; help plan land use and development to provide jobs and safe transportation; manage local venues that provide a connection to arts and culture and help keep the economy growing; protect 17,000 acres of parks and natural areas, and run the Oregon Zoo, to keep nature close to home.