Our local government partner is looking for a Senior Technology Manager of Client Services. Under limited direction, this person will provide advanced leadership, oversight, coordination and support to complex operations, activities, projects and staff within one or more major functional areas of the Information Technology (IT) department. Lead cross-team initiatives, guide the development and implementation of strategic plans, and ensure the effective integration of technology services to meet District operational and instructional needs. Are you up to the task? Then please apply! We value diversity in the workplace and encourage women, minorities, and veterans to apply. Thank you!

Location: Portland, OR (in-office)

Type: Perm 

The role:

Lead and mature a districtwide client services function that delivers responsive, equity-centered technology support to schools and central offices, including oversight of the service desk, helpdesk operations, and site technology support teams. Develop and monitor service-level expectations, ticket workflows, and end user management practices that ensure timely resolution of incidents, effective request fulfillment, and clear communication with educators, school leaders, and staff. Partner with Teaching & Learning, school-based administrators, and operational departments to anticipate support needs, align client services to instructional priorities, and use data from helpdesk and endpoint tools to drive continuous improvement in user experience and device reliability.

Employment Standards:

Knowledge of:

  • Advanced IT concepts and operating principles of enterprise technologies, systems, infrastructure and applications.
  • Network, database, cloud-based and cybersecurity technologies and related hardware and software.
  • Product and system development life cycles, technical design best practices and systems integration principles.
  • Project and program management methodologies and performance measurement techniques.
  • Strategic planning and organizational management.
  • District policies, business processes and organizational structure.
  • Federal, state and local laws, rules, regulations and industry standards related to technology operations and public-sector information systems.
  • Principles of employee supervision, leadership and training.
  • Public purchasing, budgeting and financial controls.
  • Techniques and principles of high-quality customer service and stakeholder engagement.
  • Equity-centered leadership, culturally responsive practices and inclusive communication techniques.
  • Effective oral and written communication skills.

Ability to:

  • Plan, organize, oversee and evaluate complex IT programs, services, projects and staff.
  • Oversee delivery of efficient, effective and timely technology services.
  • Lead cross-functional teams and communicate technical concepts to both technical and non-technical audiences.
  • Think strategically and develop short- and long-term plans aligned to District priorities.
  • Apply judgment and interpret policies, laws and regulations.
  • Analyze data, conduct studies and prepare a variety of reports and presentations.
  • Monitor and control expenditures and assist with budget planning.
  • Advocate for best practices and emerging technologies.
  • Champion the District’s Racial Educational Equity Policy and foster an inclusive work environment.
  • Establish and maintain cooperative and effective working relationships at all levels of the organization.
  • Supervise, develop, motivate and evaluate staff.
  • Deliver high-level customer service; handle sensitive issues with tact, diplomacy, discretion and good judgment.
  • Maintain confidentiality and operate with initiative and independence.
  • Use a variety of technologies and software programs, such as Microsoft Office Suite, Google Suite, PeopleSoft, district payroll systems and other software programs. 

Education and Training:

Bachelor’s degree from an accredited college or university, with a major in computer science, information science, business administration, or related field. An MBA or Master’s degree in one of the identified disciplines is desirable. 

Experience:

  • Five (5) or more years of experience overseeing technical programs, functions, services, or teams within a large-scale, comprehensive information technology organization, including at least three (3) years of experience supervising professional technical staff. Experience in a public agency is preferred. 
  • Any other combination of education and experience that would likely provide the required knowledge and abilities may be considered.

Special Requirements:

  • Work hours may include on- and off-campus evening and weekend activities and meetings and district, school and student functions.
  • Some positions in this classification may require the use of a personal automobile and possession of a valid Class C Oregon driver’s license.
  • May participate in rotating on-call shift work to respond to issues that occur beyond the traditional work day.

Representative Duties:

  • Lead, plan, coordinate, and oversee major operational functions, staff, and resources across an assigned portfolio of Information Technology teams such as client services, data systems, project management, network and infrastructure, enterprise applications, and technical support.
  • Manage highly complex technology projects and initiatives; coordinate multi-disciplinary teams, project schedules, risk assessments, and resource allocations; oversee project implementation through completion to ensure alignment with District priorities, stakeholder expectations, and technical specifications.
  • Provide strategic direction and recommend priorities for assigned divisions; translate District technology goals into actionable work plans; develop, implement, and monitor performance metrics, service-level expectations and continuous improvement efforts.
  • Analyze operational needs, emerging technologies, and service gaps; recommend innovative solutions and enhancements; conduct or lead assessments, audits, and feasibility analyses; prepare and present narrative and statistical reports, findings and recommendations.
  • Assist IT leadership in developing, administering, and monitoring budgets for assigned functional areas; provide data-driven budget recommendations; review and approve expenditures in accordance with District policies, procedures, and public purchasing requirements.
  • Participate in and oversee procurement processes for hardware, software, and contracted services; collaborate with cross-functional teams to develop technical specifications, evaluate vendor proposals, and support contract administration.
  • Collaborate with District leadership, operational departments, school-based staff, students, families, and external partners to strengthen the integration of technology systems and services; serve as a technical and operational resource to internal and external stakeholders.
  • Provide advanced technical and operational expertise in assigned specialties, ensuring adherence to state-of-the-art practices in design, implementation, maintenance, and support of complex technologies, systems, and infrastructure.
  • Support the development, implementation, and monitoring of districtwide strategic technology plans, policies, procedures, and programs; lead or co-lead strategic initiatives and cross-functional workgroups.
  • Demonstrate a commitment to the Racial Equity and Social Justice Commitment; participate in staff development, in-services and trainings related to diversity, equity and inclusion in the workplace and in K – 12 education; model appropriate behaviors; develop, recommend and implement improvements to educational practices with awareness and understanding of their impact in a racially and culturally diverse community. 
  • Maintain current knowledge of emerging technologies, industry standards, regulatory requirements, and best practices; attend, lead, and participate in meetings, conferences, and professional development.
  • Supervise and evaluate assigned personnel; coach, mentor and develop staff; communicate expectations; recommend or implement hiring, transfer, reassignment, and disciplinary actions.
  • Lead teams in identifying and implementing process improvements to increase operational efficiency, customer service, and service reliability.