Position Summary: 

The Technology Manager leads Travel Oregon’s technology operations, ensuring seamless and efficient IT support with a staff-first, customer-service approach. This role oversees system administration, user support, and IT operations while driving effective use of core software platforms, including ClickUp, Microsoft Office Suite, and 15Five. Combining technical expertise with a focus on user experience and business priorities, the Technology Manager creates a responsive IT environment that empowers staff and enhances operational efficiency.

Portland, OR | Hybrid Remote 

Reports to: Director of Operations   

Department: Administration  

Posting Opens: December 4th, 2024 

Posting Closes: Apply Immediately! This position will close once sufficiently qualified applicants have been received. 

Projected Interview Timeline: First Week in January   

Anticipated Start Date: First week in February  

Salary range: $87,150 to $122,050

Status: Full-Time/Exempt 

ABOUT TRAVEL OREGON  

Travel Oregon is dedicated to inspiring travel that uplifts communities and preserves the unique culture and natural beauty of Oregon. Founded in 1995 and now a semi-independent state agency, Travel Oregon promotes tourism that balances economic opportunity with respect for Oregon’s ecosystems and diverse cultures. Through partnerships, marketing, research, and community engagements, the organization supports sustainable tourism. Guided by a commitment to equity, stewardship, and prosperity, the team fosters a welcoming, collaborative environment to drive tourism initiatives that benefit all Oregonians. Our industry website contains a wealth of information, and you can read Travel Oregon’s 10-Year Strategic Vision here.   

ESSENTIAL FUNCTIONS/MAJOR DUTIES  

Technology Program Delivery  

• Provide operational oversight of vendor projects and manage vendor relationships by defining project plans and outcomes, assessing deliverables, and providing agency expertise to ensure outsourced projects meet operational needs.
• Use extensive knowledge and experience to serve as a business partner to organizational leaders on information technology strategies and systems to accomplish stated goals.
• Inform and monitor the purchase of information technology assets in alignment with budget availability and procurement practices.
• Identify and deploy technology systems that support collaboration, access to information, and/or efficient processes.
• Generate and present regular reports on IT performance, contractual compliance, and relationship status to relevant stakeholders.
• Develop partnerships across the business and with external stakeholders to ensure information technology strategies are grounded in best practices and equip people to do their best work. 

Technology Planning

• Develop an information technology roadmap and strategy that aligns with the overall operations strategy and progresses the organization's efficiency and effectiveness.  
• Identify and plan for current and emerging risks and challenges that require information technology solutions to contribute to short and long-term organizational effectiveness.  
• Identify, research, and develop policy and procedure solutions for business challenges. Ensure policies and procedures align with agency values and advance outcomes.  
• Assess the effectiveness of information technology systems, policies, and procedures to inform progress and improvements.  
• Identify opportunities for process improvement, cost optimization, and innovation. 
• Contribute to developing the Operations Department budget so priorities and systems are adequately resourced.

Customer Support

• Manage the coordination of technology resources for agency projects.  
• Provide regular communication and training across the workforce on information technology procedures, processes, and standards, including those around remote access, acceptable use, data management, asset management, information security, and service management. 
• Manage process for internal customers to request and receive support in order of priority. Assess service levels and implement practices to ensure customer satisfaction with support service.  
• Address escalated technology issues by understanding the issue and need and implementing tailored timely solutions.
• Perform all responsibilities in alignment with Travel Oregon’s stewardship lenses, community agreements, and commitment to fostering diversity, equity, and inclusion.

JOB SCOPE  

Work is performed independently and receives minimal supervision. It involves recurring situations with occasional variations from the norm and is highly complex. Complexity is derived from utilizing complex technical knowledge, project management tasks, developing technology strategy, changing priorities and timeline/budget constraints, exercising diplomacy, and managing vendors. The incumbent develops the policies and objectives that govern typical work. 

Work is performed independently. The incumbent determines practices and procedures and contributes to the development of new concepts. Decisions are made within Travel Oregon policy constraints. Typical decisions include those related to the budget, priorities, timeline, scope of work, vendor selection, and strategy. The incumbent is partially accountable for budget preparation or long-range operational and strategic planning compliance.   

Records maintained by this role include information technology documentation, assets, and archiving, which tend to be great in volume, and employee and consumer information records containing PII, marketing performance metrics, and supervisory records.  

SUPERVISORY RESPONSIBILITY 

This role has no supervisory responsibilities; this role may direct and review the work of vendors. 

INTERPERSONAL CONTACTS  

Contact normally occurs with others both inside and outside of the organization; a slight majority of communication is internal, however. Internal contacts most frequently include other departments or locations. 

A majority of contact with others occurs via virtual settings and email, some occurs face-to-face, and seldomly, communication occurs by phone. Confidential/sensitive matters are frequently discussed, necessitating discretion at all times. 

As assigned, will actively participate as a member of a Communities of Practice by sharing best practices, seeking new information and knowledge, and aligning with shared expectations and processes. 

Minimum Qualifications: 

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. 
• At least 5 years of experience in IT support or IT management, with a proven focus on customer service or staff support. 
• Demonstrated expertise in ClickUp, Microsoft Office Suite, and 15Five. 
• Strong problem-solving abilities with a proactive approach to resolving technical issues.
• Effective written and verbal communication skills, with the ability to interact professionally across all levels of the organization

Preferred/Desired Qualifications: 

• Master's degree or Computer Science or relevant degree or experience. 
• Experience in a customer-centric IT support environment, with proven strategies for delivering a high level of service to users. 
• Familiarity with additional project management and productivity tools that can further streamline workflows.
• Prior experience in training and onboarding staff to new technology tools and systems. 
• Ability to analyze data and produce reports on IT support metrics to inform strategic improvements. 
• Certifications in relevant IT management or service areas (e.g., ITIL, CompTIA A+, PMP). 

JOB EFFORT AND CONDITIONS  

This position is designated as Hybrid. The majority of essential functions are performed at an alternate workplace. Business needs may require the employee to periodically enter a central or temporary workplace.  

 While performing the duties of this job, the employee is regularly required to maintain a stationary position for long periods of time (sitting or standing), communicate with employees, partners, and stakeholders, and use electronic devices to communicate, develop work products, and carry out responsibilities. When working at the physical office, the employee is required to move inside the office to attend meetings, access items, use equipment, and occasionally move or transport items up to 15 pounds.  

Work outside normal business hours, including evening and/or weekend meetings and long hours during peak periods, is expected seasonally. Occasional travel, including overnight travel, less than 20% of the time, is required for this position. Travel working conditions vary based on business reasons but typically include long periods of maintaining stationary positions (sitting or standing) and attending meetings and social situations. While traveling, the employee is required to move inside buildings, offices, and various establishments to conduct business travel and meetings and move or transport items up to 15 pounds. Rarely is the employee required to move or transport items up to 50 pounds.

Benefits  

Accrual of 12 days (about one week 10 days) paid vacation and 12 days (about 1 week 10 days) paid sick leave  

11 paid holidays, an annual award of 3 days personal business leave, 3 days paid volunteer leave, and available paid bereavement leave  

100% of core benefits (medical/dental/vision) premiums are covered by Travel Oregon.  

Optional health care and dependent care flexible spending accounts (FSAs).  

After six full months of employment, you can participate in the Public Employees Retirement System (PERS), including generous Travel Oregon contributions with no employee match required; optional participation in a 403(b) account (Oregon Savings Growth Plan) is also available.   

Equal Employment Opportunity  

Travel Oregon is an Equal Opportunity Employer and does not discriminate in employment opportunities or practices based on race, ethnicity, national origin, ancestry, color, sex, gender identity or expression, sexual orientation, marital or parental status, pregnancy or childbirth, disability, age, religion, creed, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We encourage and respect different viewpoints and experiences as essential to innovation. We strive to acquire, grow, and maintain a diverse and inclusive workplace that applies principles and standards equitably while supporting the needs and accommodations of the individual employee.  

Consistent with the Americans with Disabilities Act (ADA) and federal and state laws, it is the policy of Travel Oregon to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If you require reasonable accommodation in completing the employment application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact jobs@traveloregon.com. Travel Oregon provides qualifying veterans and disabled veterans with preference in employment. Please review the following webpage on veterans' preference in state employment and indicate your status and submit documentation accordingly: https://www.oregon.gov/jobs/pages/veterans.aspx.