Position Information

As the Service Desk and Warehouse Manager your responsibilities will also include:

• Managing the Service Desk and Warehouse teams, including scheduling and directing the daily activities of staff
• Supervising staff, including staff selection and assignments, workload management, mentoring, training, and performance evaluations
• Operational performance monitoring, including trend analysis, call and ticket volume, reporting, etc.
• Implementing service delivery improvements utilizing self-service tools, automation, etc.
• Leading the evaluation and deployment of an Enterprise Asset Management System
• Developing training plans to keep staff current with technology, including M365, Cloud services, Cybersecurity, telework, etc.
• Assisting the Division Director in developing long-term strategic plans

As the most qualified candidate, you will possess the following:

• A broad technical background
• Strong analytical, planning, time management, problem-solving, negotiation, organizational and staff management skills
• Experience with ticketing systems, knowledge management, user surveys, analytics and reporting tools, etc.
• Conflict management and resolution skills
• Knowledge and experience with Cloud based services and service delivery models
• Experience with digital IT workflows and enterprise asset management solutions
• Excellent written and oral communication skills

Please note: This position will be required to have access to secure department facilities and/or view data or work with information systems for these departments. This requires that a more extensive “Security Clearance” be performed, after hire, by the Sonoma County Sheriff's Office. Successful completion of the probationary period will be contingent upon passing the security clearance, which includes a Live Scan fingerprint-based check of California Department of Justice (DOJ) and Federal Bureau of Investigations (FBI) criminal records. If you are offered a position which requires a security clearance, the job offer letter will clearly specify this as a condition of the probationary period.

The Information Systems Department (ISD)

The County of Sonoma Information Systems Department employs 117 staff who provide technology solutions that support and enhance the service delivery systems to 27 different departments and agencies at Sonoma County. Please visit the department's website: http://sonomacounty.ca.gov/ISD

Sonoma County ISD does provide a hybrid telework/on-site schedule for most positions. Currently, the department standard for on-site days for management staff varies depending upon the position. Schedules can change based on Department need, County policy or Department Head discretion.

Bring Your Commitment to Public Service to the County of Sonoma

The County of Sonoma is the place to live, grow, and build your career legacy. The County of Sonoma offers a rare and compelling array of scenic, recreational, and geographic characteristics that include over 200 award winning wineries, majestic redwoods, inspiring coastline and beaches, and the vibrant Russian River. Encompassing over one million acres of land and water, rich with agriculture, parks, campsites, lakes, and open spaces, the County is home to over 500,000 residents and offers a wide variety of art and music festivals, farmers' markets, and concert venues. Local schools continually rank high on California's Academic Performance Index, and the Santa Rosa Junior College and Sonoma State University offer higher education opportunities.

The County of Sonoma is a general law county, governed by a five-member Board of Supervisors. The Board is fully committed to a mission and vision which value high quality services that support and enrich the community, strong leadership, engaged citizen participation, transparency and accuracy in information, and efficient and fiscally sustainable government. The County Administrator leads a team of dedicated department heads who work collaboratively to address and strategically prepare for County initiatives and challenges. The County has 28 departments, agencies, and special districts, and employs over 4,000 regular employees with an annual budget of approximately $2.26 billion for fiscal year 2022-2023.

What We Offer

• A hybrid telework schedule that meets the needs of our staff, department operations, and the communities we serve may be available depending upon the assignment
• Eligibility for a salary increase after 1,040 hours (6 months when working full-time) for good work performance; eligibility for a salary increase for good performance every year thereafter, until reaching the top of the salary range
• County paid 100% premium contribution for the majority of employee-only and employee + family health plan options
• An annual Staff Development/Wellness Benefit allowance of up to $1,700 and ongoing education/training opportunities
• Competitive vacation and sick leave accruals, 12 paid holidays, and an additional 8 floating holiday hours per year
• County contribution to a Health Reimbursement Arrangement to help fund post-retirement employee health insurance/benefits
• Retirement fully integrated with Social Security
• May be eligible for up to 8 weeks (320 hours) of Paid Parental Leave after 12 months of County employment

• Salary is negotiable within the established range. Benefits described herein do not represent a contract and may be changed without notice. Additional information can be found in the Salary Resolution (SalRes).

The Information Systems Department (ISD) recruiting to fill one Service Desk and Warehouse Manager. The employment list established from this recruitment may be used to fill future full-time, part-time, or extra-help (temporary) positions as they occur during the active status of the list. Qualified County employees who wish to be considered for future positions should consider applying to this recruitment. The Civil Service title for this position is Information Systems Project Manager.

Minimum Qualifications

Education: Any combination of education and training which would provide the opportunity to acquire the knowledge and abilities listed. Normally, graduation from a four-year college or university with major coursework in computer science, information systems, electrical engineering or a closely related field would provide this opportunity. Additional highly relevant experience, formal training, and/or certifications directly related to area of assignment may be substituted for the required education.

Experience: Any combination of training and experience which would provide an opportunity to acquire the knowledge and abilities listed. Normally, four years of technical professional experience involving systems analysis, programming, systems support, systems engineering, or similar field in a multi-platform information systems environment, including two years of experience either supervising other employees or functioning as a team leader on various projects. Specific experience related to the work of the assigned division may be required.

License: Possession of a valid driver's license at the appropriate level including necessary special endorsements, as required by the State of California to perform the essential job functions of the position.

Knowledge, Skills, and Abilities

Considerable knowledge and understanding of: the inter-relationship of mainframe, PC, LAN, Network and telecommunications systems including hardware components, software applications, operating systems, and documentation; methods to analyze and recommend business solutions to meet customer needs and requirements; principles, methods, and techniques of systems analysis; techniques, tools, and principles of project management.

Depending on assignment: database design; structured coding and analysis; application development products; specific programming techniques and languages; computer operations, including operating systems and software products; local and wide area network design, management, and operation; methods and techniques of troubleshooting hardware, software and inter-connectivity problems; principles of data security; methods and techniques of providing support to users; design and maintenance of wireless communication systems; telecommunications systems and applications including voice, data, video, fiberoptics, and other components.

Working knowledge and understanding of: requirements and methods of procurement, contract negotiation and preparation; principles and practices of personnel supervision and management; budgeting principles and procedures.

Ability to: plan, organize and manage the activities of assigned staff; design, coordinate, and manage complex projects, systems, and/or operations; adapt to and plan for changes in technology and work environment; analyze customer's problems, develop effective business solutions, and prepare cost estimates; work cooperatively and effectively with staff, customers, vendors, and the public; perform a variety of tasks in a consistent and accurate manner; analyze and evaluate information, problems, and situations and develop an effective course of action; prepare clear, concise and accurate oral and written reports.

Selection Procedure & Some Helpful Tips When Applying

• Your application information and your responses to the supplemental questions are evaluated and taken into consideration throughout the entire selection process.
• You should list all employers and positions held within the last ten years in the work history section of your application and should be as thorough as possible when responding to the supplemental questions.
• You may include history beyond ten years if related to the position for which you are applying. If you held multiple positions with one employer, list out each position separately.
• Failure to follow these instructions may impact your competitiveness in this process or may result in disqualification.

Please visit Getting-a-Job with the County of Sonoma to review more detailed information about the hiring process, including the application process, examination steps, and department selection process

The selection procedure will consist of the following examination:

An Application & Supplemental Questionnaire Appraisal Examination (weight 100%) will be conducted to evaluate each applicant's application and supplemental questionnaire for satisfaction of minimum qualifications (pass/not pass); and for educational coursework, training, experience, knowledge, and abilities which relate to this position. Each applicant will be evaluated based on the following criteria:

• Relevance of work history, related experience, and achieved level of education and/or training as described in the application and responses to the supplemental questions.

Candidates demonstrating possession of the minimum qualifications will be placed on an employment list in order of most qualified to least qualified based on the achieved score received in the Application & Supplemental Questionnaire Appraisal Examination. Scores may be adjusted based on such factors as the number of candidates, anticipated vacancies, past practice, and natural breaks in the scores achieved by this group of candidates.

ADDITIONAL INFORMATION

A background investigation is required prior to employment. Candidates referred to departments for a selection interview are typically required to sign authorization and release forms enabling such an investigation. Failure to sign prescribed forms will result in the candidate not being considered further for that vacancy. Reference information will not be made available to applicants.

Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply, depending on the duties and responsibilities of the position. If you receive a conditional job offer for the position, the requirements upon which the offer is contingent will be outlined in the conditional job letter. You may also review the Job Classification Screening Schedule to determine the requirements for this position.

HOW TO APPLY

Applications are accepted online at www.yourpath2sonomacounty.org. Paper applications may be submitted by person, fax (707-565-3770), email, or through the mail. All applications and appropriate supplemental information as outlined in the job bulletin must be RECEIVED by the time and date specified on the first page of this job announcement. Applications received after the recruitment closes will not be accepted.

The County of Sonoma values diversity and is dedicated to creating a workplace environment that provides individuals with a sense of belonging. We are committed to having a diverse workforce that is representative of the communities we serve. The County is proud to be an Equal Opportunity Employer where all aspects of employment are based on merit, competence, performance, and business need.

HR Analyst: JT
HR Technician: RR