Information Technology Client Services Manager

The Digital Solutions department is seeking an Information Technology (IT) Client Services Manager. This position is part of the Digital Solutions leadership team and oversees the IT Client Services program. This position manages service desk operations, business systems analysis, and other front-line technology support functions that serve all Clean Water Services (CWS) employees. The role ensures effective delivery of client-focused IT services, develops and implements program strategies, manages daily operations, and evaluates service performance to meet organizational technology needs.

Candidates who are selected to move forward in the recruitment process will be invited to self-schedule their interview. Please be sure to check your email for status updates.(The essential functions listed below are not intended to reflect all duties that may be assigned to this classification. CWS may augment duties and/or essential functions at its discretion.  Additionally, some incumbents may not perform all Essential Functions.)

1. Plans, organizes, and manages the work of IT Client Services staff, including Business Systems Analysts and Service Desk Technicians.
2. Oversees program operations by reviewing activities, evaluating service effectiveness, identifying operational needs, and implementing approved process or service improvements.
3. Oversees IT ticketing system usage and configuration to ensure tickets are logged, prioritized, assigned, and resolved efficiently.
4. Consults with management regarding systems and service delivery needs; monitors work activities and ensures service delivery meets established standards. Facilitates the assessment and prioritization of projects and requests.
5. Participates in preparation, development, and administration of budgets for the department and IT Client Services program, ensuring adequate staffing, equipment, CWS asset tracking, and resources are accounted for and available to support efficient and cost-effective performance. 
6. Researches and evaluates emerging technologies and industry practices, and collaborates with Digital Solutions leadership to recommend strategic solutions aligned with organizational objectives.
7. Provides advanced problem resolution by addressing complex, sensitive, or escalated technical issues for internal and external customers.
8. Manages vendor and contractor relationships, including negotiating scope and cost, administering contracts, and monitoring performance to ensure compliance with service.
9. Monitors and reports on program performance metrics, including reliability, responsiveness, and end-user satisfaction, and uses data to guide operational decisions.
10. Develops and maintains operational documentation, including standard operating procedures, knowledge base materials, and service level agreements for Client Services functions.
11. Coordinates Client Services support for organizational events, ensuring appropriate technology services and resources are available.
12. Manages the work of technical, professional and/or supervisory staff. Oversees employee development and performance including selection and training; preparation of performance appraisals, and development or improvement plans; resolves complaints and grievances; implements disciplinary actions. 
13. Creates and maintains a positive, engaged, equitable, and inclusive workplace culture within the department, to improve the work groups’ understanding and recognition of diversity in the workplace, and foster multidisciplinary and integrated team approaches. 
14. Drives a CWS or personal vehicle for work-related purposes.

KNOWLEDGE OF:

• Operational characteristics, services, and activities of information technology and computer systems
• Office tools, including Microsoft Word, Excel, Outlook, PowerPoint, and Visio
• Principles of information technology architecture and management as applied to the needs of a local public agency
• Organizational and management practices as applied to the analysis and evaluation of programs, policies, and operational needs
• Principles and practices of program development and administration
• Principles and practices of program and project management
• Principles and practices of budget development and control
• Principles of supervision; teambuilding and coaching techniques and practices
• Purchasing principles and procedures
• Contract administration practices and principles
• Pertinent federal, state, and local laws, codes, and regulations
• Ticketing systems, ticket management, efficiencies, ITIL-type framework
• Standard information technology service management principles (ITSM)
  
  

SKILL IN:

• Selecting, supervising, training, and evaluating staff
• Interpreting and explaining information technology best practices, policies, and procedures
• Customer service and user support
• Accurately identifying and evaluating hardware and software needs and requirements
• Negotiating contracts 
• Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and implementing recommendations in support of goals
• Coordinating systems analysis, designing, and programming
• Coordinating initiatives with other departments and divisions
• Managing projects, planning, and resource management 
• Preparing and delivering presentations 
• Conflict resolution
• Change management processes

 ABILITY TO:

• Understand and interpret policies, procedures, laws, and regulations pertaining to the program area
• Coordinate and schedule resources
• Anticipate risks related to technology and cybersecurity and provide guidance with immediate and long-term solutions
• Adapt in an evolving IT environment
• Establish and maintain effective working relationships with those contacted in the course of work including a variety of CWS staff and other government officials, contractors, vendors, community groups, and the general public
• Operate effectively in a team environment
• Communicate effectively, both orally and in writing

EXPERIENCE AND TRAINING GUIDELINES
The following are the minimum qualifications for this position.

5 years of supervisor or managerial experience;

5 years of experience in Information Technology, including one or more of the following areas:

• Service desk coordination
• Managing projects
• Leading customer success and support operations;

College-level coursework in Computer Science, Information Systems, Business Administration, IT Project Management, or related field.

ITIL, A , Network , Security , Microsoft Fundamentals, CAPM, or related certifications preferred.

Candidates must possess and maintain a valid state-issued driver's license.

Reasonable Accommodation:

Applicants who require reasonable accommodation in order to participate in any phase of the application process should contact Human Resources at 503.681.3600 or TDD 503.681.3601.
 
Equal Employment Opportunity:

Clean Water Services is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, gender, national origin, marital status, age, uniformed service, sexual orientation or disability in the admission or access to the recruitment process or any aspect of employment. 

Salary : $124,380 - $171,022