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NEOGOV · 1 day ago

Client Services and Production Control Manager

Thurston County – Olympia, WA

Full-time

Hybrid

Senior Level

$114K/yr - $148K/yr

5+ years exp

NEOGOV is a public-private partnership that operates the Washington Health Benefit Exchange, aiming to improve how residents secure health insurance. The Client Services and Production Control Manager oversees IT service coordination, client system engineering, and customer support operations, while driving process improvements and managing the Client Support team.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Guide system engineering to support business goals, approve technology standards, and prioritize initiatives like device management and endpoint security

Review and validate infrastructure deployments for scalability, compliance, and performance across client systems and cloud services

Collaborate with the Security team on endpoint protection, manage O365 tenant configurations, and ensure SharePoint and cloud services are properly maintained

Track key metrics (uptime, patching, incident resolution), communication risks and progress to leadership, and conduct regular system health reviews

Enforce IT policies, managing licensing and access controls, and support internal and external audits for compliance across systems and services

Supervise Client Support and Prod control teams, setting daily tasks and performance goals

Mentor junior staff, conduct annual reviews, and coordinate schedules and leave approvals

Collaborate with the associate Director of Infrastructure Services to align team objectives

Monitor and triage IT helpdesk tickets, ensuring timely resolution and escalation

Provide hands-on troubleshooting, installation, and configuration support for end-user devices

Develop and maintain client system procedures, standards, and knowledge base content

Deliver excellent customer service for IT incidents and requests

Lead development and optimization of ITSM workflows and automation using Lean principles

Coordinate cross-functional teams to define and improve business-critical procedures

Educate stakeholders on process ownership and compliance

Define and manage change control processes, including chairing CAB and ECAB meetings

Authorize and track standard and high-risk changes, ensuring minimal disruption to services

Prepare and deliver change tracking and outage reports to leadership

Facilitate post-implementation reviews and continuous service improvement efforts

Serve as the central point for system outages and technical coordination across internal and external partners

Communicate effectively with federal, state, and vendor stakeholders regarding system availability and impact

Develop templates and procedures for outage notifications and root cause analysis

Build and maintain a test lab environment for hardware and software validation

Assess and manage IT equipment inventory and procurement needs

Plan and execute client hardware deployments and AV setup for conference rooms

Coordinate annual disaster recovery exercises and lead after-action improvement planning

Lead cross-functional teams and support special projects as assigned

Qualification

ChangeRelease ManagementIT Service ManagementIT coordinationLean principlesStakeholder engagementCustomer serviceProcess improvementTeam leadership

Required

Five years of progressive management experience overseeing high-performing IT teams responsible for client operations, production control, change/incident management, and help desk functions

Expertise in Change and Release Management, with a focus on strengthening IT operations and driving continuous process improvement. (I can also go with “significant experience” here instead of “expertise”)

Demonstrated experience advancing IT Service Management frameworks and operational efficiency

Strong skills in IT coordination, communication, and stakeholder engagement

Preferred

Experience applying Lean principles to ITSM workflow optimization and process improvement

Experience collaborating with federal, state, and vendor partners on technical operations

Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.

Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

State Employees are members of the Washington Public Employees' Retirement System (PERS).

Employees also have the ability to participate in the Deferred Compensation Program.

All state employees are covered by the federal Social Security and Medicare systems.

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Full-time employees earn eight hours of sick leave per month.

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165 or the applicable collective bargaining agreement (CBA).

Washington State supports members of the armed forces with 21 days paid military leave per year.

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave.