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Technical Support Manager, Information Technology Platforms & Systems Manager 2 (Salem)

Central Distribution Center – Salem, Oregon

Oregon Department of Corrections

Are you a strategic technology leader who thrives on building high-performing teams, driving innovation, and delivering exceptional customer service? The Oregon Department of Corrections (DOC) is seeking an experienced IT Manager 2 to lead our Technical Support program and play a key role in shaping technology services across the agency. This is an exciting opportunity to influence statewide IT strategy, manage a large team of technology professionals, and ensure DOC staff have the tools and support they need to successfully carry out the agency's mission.

*This position requires on-site work during the first year, with the potential to transition to a hybrid schedule upon successful completion of the trial service period. Interviews will be conducted in person at the applicable work location.

*ODOC does not offer visa sponsorship. Within three days of hire, applicants will be required to complete an I-9 and confirm authorization to work in the United States.

About the Job – Your Role

As the manager of the Technical Support section within Information Technology Services (ITS), you will oversee a team of 34 Technical Support Analysts responsible for desktop support operations across the state. You will provide leadership for end-user technology services, technology asset management, desktop standards, and technical support initiatives while serving as a member of the ITS management team. This position combines strategic planning, budget oversight, staff development, and cross-agency collaboration to ensure reliable, secure, and effective technology services for DOC employees statewide.

What You'll Do

• Lead and direct statewide desktop support services, ensuring technology equipment and software are secure, reliable, and effectively supported.
• Supervise, mentor, and develop a team of 34 technical professionals, fostering a culture of accountability, collaboration, and customer service.
• Manage a $7.5 million biennial operating budget, monitoring expenditures and aligning resources with agency priorities.
• Develop and implement technology support strategies, business plans, and initiatives that support DOC's long-term technology goals.
• Establish and maintain desktop technology standards, policies, procedures, and asset management practices.
• Partner with DOC leadership, state agencies, and external stakeholders to address technology needs, improve services, and manage risks.
• Evaluate service delivery through performance metrics and customer feedback, identifying opportunities for continuous improvement.
• Support enterprise initiatives including strategic planning, business continuity, disaster recovery, and process improvement efforts.
• Provide expert consultation and recommendations to executive leadership on technology operations, investments, and emerging needs.

This position is management services and may be eligible for Police & Fire (P&F) benefits through Public Employees Retirement System (PERS), as defined by statute.

Minimum Qualifications

Six years of supervision, management, or progressively related experience;

OR

Three years of related experience and a bachelor's degree in a related field.

Requested Skills

• Experience leading and supporting a widely distributed technical support team.
• Expertise in desktop and endpoint management, preferably using Microsoft Intune.
• Knowledge of and experience supporting 24/7 operational teams and environments.
• Experience leading technology service delivery in a large, complex organization.
• Expertise in technology asset management and endpoint lifecycle management.
• Skill in budget development, resource allocation, and strategic planning.
• Ability to analyze service performance metrics and implement operational improvements.
• Develop short-, mid-, and long-term strategies, goals, and objectives. Provide leadership in assigned areas to define technology, including, and not limited to application development, architecture, security, and data management and their processes.
• Manage the performance of technology systems to determine cost, productivity, and stability levels, and make recommendations for improving technology. Create strategies for technology operations, maintenance, upgrades, and incident management response.
• Develop evaluation processes and monitor vendor performance. Oversee risk management processes.
• Ability and willingness to travel regularly throughout the state to provide oversight, support, and direction to staff located at multiple work sites.

Application Information

• In the Work Experience section of your application make sure to include the dates and duties of all relevant positions and details to support how you meet these attributes. If you do not include education or work experience meeting the minimum qualifications, you will not be considered for the position. Only the candidates whose experience most closely matches the qualifications and requested skills of this position will be invited to interview. Applicants must meet the minimum qualifications on or before the job posting close date.
• The job posting closes at 11:59 PM (PDT/PST) on the close date. After you submit your application, be sure to respond to the two questionnaires relating to public records requests and veterans’ preference immediately following your submittal. These questions are necessary to complete the application process.
• Please monitor both your email and Workday account for updates regarding this recruitment.
• As part of our selection process, we may require additional assessment stages, such as written exercises, to further evaluate candidates’ qualifications. Meaningful participation in these exercises is required for all applicants moving forward in the process. Failure to complete the required exercise(s) within the specified timeframe will result in disqualification from consideration. All candidates who successfully complete these screening stages and meet the necessary requirements will advance to the next stage in the selection process.
• Please save a copy of this job announcement for reference, as it is not available for you to view after the announcement deadline.

Working Conditions

Occasional weekend and evening work may be necessary.  Occasional travel may be required.  Frequent work inside correctional institutions.

This position may require work within the secure perimeter of an adult correctional institution. The Technical Support Manager may also be responsible for arranging for the counseling of staff after traumatic incidents.

About the Department

The Oregon Department of Corrections is responsible for over 12,000 adults in custody in 12 state prisons throughout Oregon. It advises and evaluates counties regarding administration of probation and parole programs supervising more than 24,000 offenders in Oregon communities. The mission is to protect communities, promote accountability, and transform lives.

The Oregon Department of Corrections serves a diverse and changing population of people who are incarcerated and on supervision. We commit to creating an organization both reflecting the diversity of the population we serve and ensuring all employees thrive in a culture of safety, trust, and belonging. We strive to be an anti-racist corrections system. Welcoming, inclusive, and respectful of all people. Free of discrimination, harassment, and retaliation.

The Department offers a variety of programs and opportunities to create a safe and healthy environment to for our staff, volunteers, and adults in custody. Joining the Oregon Department of Corrections is joining a team working for the benefit of our communities through innovative and proven correctional practices.

Benefits

The salary range listed above is for non-PERS qualifying applicants. PERS qualifying applicants may be eligible for an adjusted range to reflect an additional 6.95%.

The State of Oregon provides a generous benefit package, which includes:

• Family health, vision, and dental insurance
• Vacation, sick leave, and 11 paid holidays
• 21 days paid military leave for national guard and reserve components
• Optional short and long-term disability
• Term life insurance
• Fully paid retirement program
• Oregon Saving Growth Plan
• Flexible spending accounts for health and childcare
• And more

About the Process – What to Expect

• After the application deadline, a recruiter will review submissions for education and experience to identify candidates who best fit the minimum qualifications and requested skills.
• Top candidates will be referred to the hiring manager.
• The hiring manager will review your application and schedule interviews.
• Interview will be held with a panel of stakeholders who have completed panel assessment training. Scores will be determined based on predetermined questions and scoring guides. Preferences points will be applied in compliance with relevant laws and bargaining agreements. There may be multiple rounds of interviews.
• Final candidates will have a background check, PREA check, and reference checks.
• A Classification and Compensation analyst will review the Workday Application of the successful candidate to determine starting wages. Learn more about Equal Pay.
• A job offer will be extended through Workday to the successful candidate. Congratulations, and welcome to the team!

Requirements for Employment

The successful candidate for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, any felony conviction will disqualify you for this position. CJIS clearance is done at the conditional job offer. If you have questions about whether your criminal record could disqualify you, please contact the recruiter for more information.

Equity, Diversity, Inclusion, and Belonging (EDI&B) is embedded in the Department of Corrections core values. The department strives to be a model employer committed to promoting diversity, equity, inclusion, and belonging. Ensuring legal compliance, efficiency, and exceeding expectations to deliver the best public services.

We are proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran or protected veteran status, genetic information and other legally protected characteristics. Additional information can be found from The U.S. Equal Employment Opportunity Commission (EEOC) Know Your Rights.

The Oregon Department of Corrections is responsible for complying with the Federal Prison Rape Elimination Act (PREA 42 U.S.C. 1997). PREA prohibits the Oregon Department of Corrections from hiring, promoting, or contracting with anyone, (that will have direct contact with residents), who has engaged in, been convicted of, or been civilly or administratively adjudicated for engaging in sexual abuse in confinement settings. Learn more about PREA.

Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources. Please note – if you are a veteran, you will receive a task in Workday to upload your documents immediately after you submit your initial application. You will have up until 24 hours after the posted application deadline to submit the appropriate documentation.

The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

Questions

If you have questions about the position, selection process, or need accommodations to participate in the recruitment process please contact the recruiter and reference the requisition number.

Recruiter: Cynthia Rodriguez, Cynthia.Rodriguez@doc.oregon.gov

Reference Number: REQ-209201

• Workday will timeout after 15 minutes of inactivity. You may lose progress on your application.
• Workday performs weekly maintenance Friday evenings, and the system may be down for several hours.
• ODOC does not offer visa sponsorship. Within three days of hire, applicants will be required to complete an I-9 and confirm authorization to work in the United States.
• This applicant list may be used to fill future vacancies. Application information may be used throughout the entire selection process. This process is subject to change without notice.
• This announcement is intended as a general descriptive recruitment guide and is subject to change. It does not constitute either an expressed or implied contract. The pay and benefits on all announcements may change without notice.