Bargaining Unit: Local 21 - Supervisory Management     Why join the Contra Costa County Department of Information Technology? The Department of Information Technology supports a wide variety of IT installations throughout the County including networking services, communications, security, hardware support, enterprise systems, application support services, and application design and development. The department is made up of five divisions: Communications, Technical Services, Enterprise Systems, Security, and Administration.   DoIT is seeking one (1) Information Systems Manager I. Under administrative direction, the Information Systems Manager I manages an independent information systems work unit within the Department of Information Technology, with a specific focus on Helpdesk and Customer Services. This role involves overseeing the helpdesk team responsible for providing technical support to end-users across the county. The manager ensures the efficient handling of service requests and incidents, prioritizing tasks and maintaining high levels of customer satisfaction. Key responsibilities include managing day-to-day operations, developing Service Desk procedures and processes, and ensuring effective communication with customers regarding IT issues and solutions. The manager also works closely with other divisions and departments to facilitate the smooth introduction and support of new technologies and software applications. Additionally, the manager is dedicated to staff development, providing training and mentoring to enhance team skills and ensure the delivery of high-quality support services. This position requires strong leadership, communication, customer service skills, and problem-solving skills to effectively manage the helpdesk function and drive continuous improvement in IT service delivery. We are looking for someone who is: * Committed to providing excellent customer service and ensuring user satisfaction. * Good at managing people * Able to communicate clearly and concisely, both orally and in writing * Proficient at planning, delegating, prioritizing, and supervising the work of staff * Knowledgeable in various enterprise systems, web applications, cloud, and legacy applications * Adaptable to changing technologies, processes, and organizational needs * A problem solver who can analyze information processing problems and recommend solutions What you will typically be responsible for: * Communicating effectively with customers within the department and county-wide, responding to their concerns and needs, and resolving problems * Managing a group of skilled employees providing front line customer care support * Providing management with adequate information for the overall department budget to prepare your group budget * Managing and building a strong team and managing projects * Managing change, process, and workflows planned and implemented * Planning, organizing the team, managing various systems, and applying change management procedures in rollouts of systems * Acting as a primary point of contact between IT and business units * Supporting the management of organizational change related to IT projects A few reasons you might love this job: * You will work with highly skilled peers and team members who are passionate about their work and care about their customers and community * You will have the opportunity to propose innovative solutions that can be implemented to enhance productivity for the county * You will have the opportunity to engage with a wide variety of stakeholders to manage large scale projects and provide innovative solutions * You will operate with a high level of autonomy and responsibility, and have the opportunity to grow * You will work with a supportive management team A few challenges you might face in this job: * Managing multiple enterprise and legacy platforms * Being efficient at managing various types of multifunctional staff with emphasis on different technology platform and knowledge * County's limited resources which could cause some delay and impact timelines * Working with multiple County departments' applications and on projects which may require consensus among stakeholders in a fast-paced environment Competencies Required: Decision Making: Choosing optimal courses of action in a timely manner Innovative Problem Solving: Identifying and analyzing problems in order to propose new ways to do business Attention to Detail: Focusing on the details of work content, work steps, and final work products Building & Maintaining Relationships: Establishing rapport and maintaining mutually productive relationships Customer Focus: Attending to the needs and expectations of customers Handling & Resolving Conflict: Managing interpersonally strained situations Negotiating: Reaching mutually satisfying agreements and compromise Coaching & Developing Others: Supporting others in stretching and expanding their capabilities Leadership: Guiding and encouraging others to accomplish a common goal Valuing Diversity: Appreciating the benefits of varied backgrounds and cultures in the workplace Managing Organizational Complexity: Maneuvering through complex political situations and functions within the organization Project Management: Ensuring that projects are on-time, on-budget, and achieve their objectives There is currently a vacancy in the Department of Information Technology, however this classification is used throughout the County in various departments.    To read the complete job description, please visit the website, www.cccounty.us/hr.   The eligible list established from this recruitment may remain in effect for six (6) months and may be used countywide.    Education: Possession of a Bachelor's degree from an accredited college or university with major course work in computer information systems, business administration, public administration, or closely related field.   Substitution for Education: Additional qualifying experience may be substituted for the required education on a year-for-year basis up to a maximum of two (2) years and the completion of an AA degree that includes major course in computer information systems, business administration, public administration, or closely related field.   AND   Experience: Three (3) years of full-time or its equivalent experience performing information systems duties, one (1) year of which must have included supervisory and/or administrative responsibility in an automated information systems area for a medium to large size computer support facility. * Application Filing: All applicants must apply on-line at www.cccounty.us/hr and submit the information as indicated on the job announcement and supplemental questionnaire by the final filing date. * Application Evaluation: Depending on the number of applications received, an Application Evaluation Board may be convened to evaluate and select the best-qualified candidates for invitation to the next phase of the examination. * Oral Interview: The oral interview will measure candidates' competencies as they relate to the job. In the oral interview, candidates must achieve an average passing score of 70% or higher on each of the oral interview competencies, as well as an overall passing score of 70% or higher. These may include but are not limited to: Decision Making, Building & Maintaining Relationships, Coaching & Developing Others, and Leadership. Tentatively scheduled: September 16-23, 2024 (Weighted 100%) * Final Selection Interviews: These will be scheduled by the department once the eligible list is established.  The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.  For recruitment specific questions, please contact Angelica Tran at Angelica.Tran@hrd.cccounty.us.  For any technical issues, please contact the GovernmentJobs' applicant support team for assistance at +1 855-524-5627.  CONVICTION HISTORY After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment. DISASTER SERVICE WORKER All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency. EQUAL EMPLOYMENT OPPORTUNITY  It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.