Desktop Support Lead & Team Coach

City of Portland; Portland (OR); Hybrid; USD 90,000 - 120,000; Full time

Job summary

City of Portland is seeking an Information System Supervisor to lead the Desktop Support Team within the BTS Support Center. The role focuses on guiding daily work, staff development, and delivering high-quality service, while handling complex technical tasks as needed.

The ideal candidate will oversee planning, performance management, and coaching, with opportunities to contribute to policy development and organizational improvement.

Qualifications

• Knowledge of principles and practices for planning, organizing, prioritizing, and assigning work to staff, including establishing clear performance expectations.
• Ability to apply analytical and problem-solving skills to independently develop sound decisions, conclusions, and recommendations.
• Ability to supervise a multicultural workforce, promote an equitable workplace environment, and apply equitable program practices to diverse and complex City services.
• Ability to establish and maintain effective working relationships with staff, customers, management, and colleagues; demonstrate tact, diplomacy, and patience; and gain cooperation through discussion and collaboration.
• Ability to communicate effectively, both verbally and in writing, and present information, proposals, and recommendations clearly and persuasively.

Responsibilities

• Plan, prioritize, and review daily work and project activities. Identify resource needs and allocate staff appropriately.
• Establish team and individual objectives in collaboration with staff periodically reviewing progress and adjusting priorities as necessary.
• Provide and coordinate staff training, development plans, performance management, coaching, and annual performance reviews.
• Create monthly team performance/statistics reports and use findings to drive coaching, performance management, and continuous improvement.
• Participate in development of policies, procedures, goals and objectives for reporting staff.
• Hold weekly one-on-one meetings with team members to review workload, identify blockers, and provide coaching and support.
• Support budget planning by preparing recommendations and monitoring spending.
• Review customer feedback and ensure follow-up actions address recurring issues and improve customer experience.
• Lead small projects, run team meetings, develop meaningful agendas and follow up with action items.

Skills

Leadership

Staff supervision

Communication

Problem solving

Job description

City of Portland is seeking an Information System Supervisor to lead the Desktop Support Team within the BTS Support Center. The role focuses on guiding daily work, staff development, and delivering high-quality service, while handling complex technical tasks as needed.

The ideal candidate will oversee planning, performance management, and coaching, with opportunities to contribute to policy development and organizational improvement.