Help Desk Manager (technology Services Administrator) - Remote Eligible

Help Desk Manager (Technology Services Administrator)

Salary may be negotiable within the range listed above, based on position requirements and successful candidate's qualifications, subject to appropriate authorization.

This recruitment will establish an Open eligible list used to fill current and future Business Services Administrator vacancies within District Attorney. This recruitment may also be used to fill positions in similar and/or lower classifications throughout the County of Orange.

Qualified applicants are encouraged to apply immediately, as the recruitment will close on THURSDAY, APRIL 16, 2026, at 11:59 PM (PT).

The County of Orange, District Attorney, represents the People of the State of California in all criminal and civil proceedings, serves the court and criminal justice system, and the Orange County Grand Jury. The mission of the Office is to enhance public safety and welfare and to protect and respect crime victims and create security in the community through the vigorous enforcement of criminal and civil laws in a just, honest, efficient, and ethical manner. The Office consists of three major divisions: Legal, Investigative Bureau, and Administration.

The District Attorney (DA) is seeking a talented Information Technology (IT) professional with a strong background in overseeing incident resolution and problem management. The Help Desk Manager (Technology Services Administrator) supports DA staff in multiple physical locations county-wide as well as remote work where applicable, ensuring end-user technology continues to meet departmental goals.

The incumbent will be responsible for the following duties:

• Overseeing the daily operations of the Service Desk / Helpdesk to ensure the functionality, availability, and security of DA-IT systems and communications; troubleshoot and remediate issues as they arise.
• Managing an internal team of technicians and technologists, collaborate with department supervisors and managers, and support directives from executive team in completing projects and work assignments.
• Developing policies, processes, and documentation for Help Desk in line with Information Technology Infrastructure Library (ITIL) best practices for IT service management (ITSM) and IT asset management (ITAM) with a focus on aligning IT services with the needs of the department.
• Developing and managing the annual Helpdesk budgets and procuring IT equipment and professional services in accordance with County Procurement and Contracting Policy.
• Managing IT vendor contracts, monitoring service level agreements, and assisting in vendor risk assessments.
• Resolving software and hardware requests, including researching and recommending purchases for the department while considering cost, usefulness, and security risks.

Minimum Qualifications & Core Competencies

• Developing and leveraging dashboards, key performance indicators (KPIs), and other metrics to guide improvements.
• Demonstrating knowledge with laptops (Windows/macOS), mobile devices (iOS), and peripherals, endpoint management tools such as SCCM and InTune, networking basics, VPN, Wi-Fi issues, MFA, and identity management, base development platforms, and supporting both on site and remote workforce issues.
• Experience with ticketing systems such as ServiceNow, Jira Service Management, or Remedy, asset management and CMDB tools, and remote support tools.
• Strong knowledge and experience with Information Technology Infrastructure Library (ITIL)
• Designing clear and user-friendly service catalog items.
• Ensuring fulfillment processes are standardized and measurable.
• Running root cause analyses (RCA), creating known error records, and driving preventative improvements.
• Planning and executing service desk improvements or technology deployments.
• Creating RACI (Responsible, Accountable, Consulted, Informed) matrices, standard operating procedures (SOPs), and workflows.
• Ensuring compliance with organizational and audit requirements.
• Overseeing Managed Service Provider (MSPs), hardware vendors, or software support partners.

Problem Solving and Analysis

• Defining short term and long-term improvements in tools, workflow, and training.
• Identifying recurring issues/inefficiencies and eliminating root causes/proposing solutions
• Strong triage abilities to ensure correct categorization, prioritization, and assignment.
• Building and managing incident workflows, escalation paths, and prioritization rules.
• Experience running major incident bridges and coordinating cross team recovery.
• Experience improving first call resolution rates.
• Maintaining issue logs and running retrospectives.

Organization/Planning

• Assessing workload trends and aligning staffing to demand.
• Balancing urgent issues against ongoing process improvements and projects.
• Ability to pivot quickly when new business needs, technologies, or organizational changes arise.
• Turning data into action plans for staffing, training, and process optimization.
• Managing expectations through scheduled updates and structured communications.

Effective Communication

• Clear verbal and written communication with both technical and non-technical audiences.
• Transparent updates to stakeholders and leadership.
• Skill in establishing communication standards for tickets, email updates, and customer follow-ups.
• Ability to coordinate with change managers to prepare service desk staff for upcoming releases.
• Collaborating with business analysts in defining scope, schedule, budget, and deliverables

Supervision & Leadership

• Motivating, coaching, and developing technicians of varying skill levels.
• Fostering a positive service-oriented culture.
• Managing high volume support environments with competing priorities.
• Resolving escalations calmly and constructively.
• Monitoring Service Level Agreement (SLAs) and holding vendors accountable.

Click here to learn about the minimum qualifications for the Technology Services Administrator position, including physical and environmental conditions.

Foreign degrees require an evaluation of U.S. equivalency by an agency that is a member of the National Association of Credential Services (N.A.C.E.S.).

Human Resource Services (HRS) screens all application materials for minimum and desirable qualifications. After screening, candidates who meet the minimum and desirable qualifications will be referred to the next step in the recruitment process. All candidates will be notified via email of their status in the process.

Application Screening (Refer/Non-Refer) Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those applicants that meet the qualifications as listed in the job bulletin will be referred to the next step.

Application Appraisal Panel | Application Screening (Weighted 100%): Applications and supplemental responses will be screened/rated for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those candidates that meet the desirable qualifications listed in the job bulletin will be placed on the eligible list.

Once the assessment has been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

Based on the Department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedure.

The information you provide on your application and/or response to the supplemental questions may be used as a scoring device, so please be thorough and complete in your response. "See Resume" is not a qualifying response and will not be scored in lieu of the required information.

The County is committed to providing a mechanism to give preferential consideration in the employment process to veterans and their eligible spouses and will provide eligible participants the opportunity to receive interviews in the selection process for employment and paid internship openings. Please click here to review the policy.

Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.

Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.

Orange County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.