Port of Portland

Compensation

Full Description

The Port of Portland is hiring a Senior Manager, Technology Service Delivery The Port of Portland is hiring a Senior Manager, Technology Service Delivery (TSD), who will be Responsible for leading the Port’s IT service delivery process and core technology service delivery functions, including the Service Desk and Technical Support teams, ensuring Port business lines have the tools and support they need to serve travelers, tenants, and community partners effectively. This role manages the technology lifecycle process, IT service management (ITSM) processes, oversees endpoint lifecycle management, and drives continuous improvements that reduce downtime, strengthen security, and enable core business missions. From the hiring manager: Join the Port’s IT Leadership Team as our New Sr. Manager, TSD. We are looking for a transformative leader to join the team and take ownership of the heart of our IT operations: the user experience. As the Senior Manager of TSD, you will report directly to the CIO and lead a dedicated team of professionals in reshaping how technology serves our staff, travelers, tenants, and community partners. This isn’t just about keeping the lights on; it is about modernization and strategy. The CIO needs a partner who can look at our current landscape and drive maturity through automation, self-service solutions, and the integration of AI to elevate efficiency. You will command a direct financial impact of $10-15M in IT assets, developing robust lifecycle strategies for our hardware and ensuring our team has the modern tools they need to succeed. Here is what makes this role exciting: • You Will Innovate: You won't just manage the Service Desk; you will spearhead initiatives to refine our service catalog and mature our configuration management platforms using ITIL best practices. • You Will Lead with Empathy: We value a high-performance culture rooted in inclusivity and respect. You will mentor and develop a multi-tiered team, fostering an environment focused on professional growth and collaborative problem-solving. • You Will Be Strategic: This is a high-complexity role requiring sophisticated decision-making. You will collaborate with other leaders to build short- and long-term roadmaps that align our endpoint and service strategies with the Port's broader business missions. If you have 8-10 years of experience (with at least 4 years leading service teams) and a passion for turning "support" into a strategic business enabler, we want to hear from you. Come help us build a seamless, secure, and modern computing environment that powers the Port of Portland. Key Responsibilities Service Delivery & IT Service Management (ITSM): • Lead the service desk and customer support operations to ensure high-quality, responsive service aligned with ITIL best practices. • Spearhead service delivery initiatives to enhance employee experience, elevate service maturity, and drive operational excellence. • Mature service delivery toolsets and configuration management platforms to refine practices and drive efficient and consistent service delivery. Leadership & Team Management: • Lead, mentor, and develop a multi-tiered team of technology, management, analysts, and technical support staff. • Foster a collaborative, inclusive, and high-performance team culture focused on empathy and efficient problem-solving. • Establish and track clear team goals, Key Performance Indicators (KPIs), Standard Operating Procedures (SOPs), and Service Level Agreements (SLAs) to drive accountability and service excellence. Full position description available upon request. • Eight (8) + years of progressively responsible experience in Information Technology. • Four (4) + years in a management role overseeing a service desk or technical support team. • Bachelor’s Degree – Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience. • Highly Desired – ITIL/ITSM Certification. • Background check clearance is required. Knowledge, Skills & Abilities • Advanced experience with Project and program management to include planning, budgeting, and integration with business plans. • Advanced understanding of ITSM Principles and ITIL Framework • Advanced experience with ServiceNow, Microsoft Endpoint Manager (Intune), or Jamf Pro • Advanced experience with Endpoint Operation Systems. Tentative schedule: • A minimum qualification evaluation of the education, training, and experience of submitted application packets will take place by Human Resources until this role closes on 12/28/2025. • A Subject Matter Expert (SME) Panel will perform an evaluation of experience and training taken from your employment application materials. • Our goal is to notify candidates who are selected for interviews by 1/6/2026. We will then schedule virtual first round of interviews with candidates who successfully passed the SME evaluation at the beginning of January. Panel Interviews will be held afterward.