What are the responsibilities and job description for the I.T. Service Desk Manager-61006069 position at S.C. Department of Public Health?
Job Responsibilities
Careers at DPH: Work that makes a difference!
Embracing Service, Inspiring Innovation, Promoting Teamwork, Pursuing Excellence, and Advancing Equity
Under the supervision of the End-User Services Director, oversees and directs the activities of information technology professionals on the Service Desk. This team is responsible for coverage of the call center to facilitate resolution of Tier 1 issues pertaining to Agency IT hardware, software, applications and services. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Manages IT professionals in the troubleshooting, maintenance, and support of end-user software and devices. Ensures consistent and reliable IT customer service to the agency. Ensures staff maintains awareness and understanding of agency and bureau policies, processes, and procedures. Creates and updates processes and procedures. Prioritizes and schedules work assignments and ensures adequate coverage during business hours and for after-hours/on-call support. Mentors, develops, and motivates personnel to achieve professional as well as agency goals. Facilitates and ensures timely and accurate communications between staff and customers. Acts as an escalation point for all requests and incidents. Determines root cause of issues and communicate appropriately to internal and external customers.
Sets expectations and measures performance against established service level agreements. Provides data and reporting of key performance indicators and trends to management weekly, monthly, and ad-hoc. Reviews survey feedback to improve services, tools, and support experience. Monitors ticket queues, prioritizes tickets based on urgency and impact, and escalates tickets to other areas as needed. Manages process for communicating outage/emergency activities to the agency. Coordinates with incident manager and IT sections to facilitate accurate and timely communications during production impacting events. Maintains awareness of end user devices, operating systems, and application support technology trends and changes. Other duties as required.
Minimum And Additional Requirements
A bachelor's degree in communications, business administration, computer science (information technology), mathematics, statistics, management information science or a related field and experience in telecommunications, data processing and/or information technology. Relevant experience may be substituted for bachelor's degree on a year-for-year basis.
Thorough understanding of centralized service delivery in an enterprise environment and direct experience leading a production product/service support team. Ability to establish working relationships with management, committees and work teams, customers, and vendors. Ability to communicate effectively both orally and in writing.
Applicants indicating college credit or degree(s) on the application may upload an unofficial copy of the transcript as an attachment to the application. Please note that the agency will require an official, certified copy of the transcript or diploma prior to hiring. Institutions of Higher Learning must be recognized by the Council for Higher Education Accreditation.
Preferred Qualifications
A minimum of six (6) years of related IT work experience. A minimum of three (3) years of supervisory experience. Knowledge of ITIL practices, Microsoft Office 365, Microsoft Office Suite, Microsoft Active Directory, BMC FootPrints Service Core or other ITS software. A Certification and/or other industry certifications preferred.
Additional Comments
DRIVING RECORD: If this position requires the applicant to possess a valid driver’s license to operate a state vehicle or personal vehicle, any applicant being considered in the final stages of selection for the position will be required to provide a certified copy of a 10-year driving record.
EEO: SCDPH is an equal employment opportunity/affirmative action employing agency. We are committed to a diverse workforce. SCDPH does not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.
The South Carolina Department of Public Health offers an exceptional benefits package for FTE positions that includes:
Careers at DPH: Work that makes a difference!
Embracing Service, Inspiring Innovation, Promoting Teamwork, Pursuing Excellence, and Advancing Equity
Under the supervision of the End-User Services Director, oversees and directs the activities of information technology professionals on the Service Desk. This team is responsible for coverage of the call center to facilitate resolution of Tier 1 issues pertaining to Agency IT hardware, software, applications and services. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Manages IT professionals in the troubleshooting, maintenance, and support of end-user software and devices. Ensures consistent and reliable IT customer service to the agency. Ensures staff maintains awareness and understanding of agency and bureau policies, processes, and procedures. Creates and updates processes and procedures. Prioritizes and schedules work assignments and ensures adequate coverage during business hours and for after-hours/on-call support. Mentors, develops, and motivates personnel to achieve professional as well as agency goals. Facilitates and ensures timely and accurate communications between staff and customers. Acts as an escalation point for all requests and incidents. Determines root cause of issues and communicate appropriately to internal and external customers.
Sets expectations and measures performance against established service level agreements. Provides data and reporting of key performance indicators and trends to management weekly, monthly, and ad-hoc. Reviews survey feedback to improve services, tools, and support experience. Monitors ticket queues, prioritizes tickets based on urgency and impact, and escalates tickets to other areas as needed. Manages process for communicating outage/emergency activities to the agency. Coordinates with incident manager and IT sections to facilitate accurate and timely communications during production impacting events. Maintains awareness of end user devices, operating systems, and application support technology trends and changes. Other duties as required.
Minimum And Additional Requirements
A bachelor's degree in communications, business administration, computer science (information technology), mathematics, statistics, management information science or a related field and experience in telecommunications, data processing and/or information technology. Relevant experience may be substituted for bachelor's degree on a year-for-year basis.
Thorough understanding of centralized service delivery in an enterprise environment and direct experience leading a production product/service support team. Ability to establish working relationships with management, committees and work teams, customers, and vendors. Ability to communicate effectively both orally and in writing.
Applicants indicating college credit or degree(s) on the application may upload an unofficial copy of the transcript as an attachment to the application. Please note that the agency will require an official, certified copy of the transcript or diploma prior to hiring. Institutions of Higher Learning must be recognized by the Council for Higher Education Accreditation.
Preferred Qualifications
A minimum of six (6) years of related IT work experience. A minimum of three (3) years of supervisory experience. Knowledge of ITIL practices, Microsoft Office 365, Microsoft Office Suite, Microsoft Active Directory, BMC FootPrints Service Core or other ITS software. A Certification and/or other industry certifications preferred.
Additional Comments
DRIVING RECORD: If this position requires the applicant to possess a valid driver’s license to operate a state vehicle or personal vehicle, any applicant being considered in the final stages of selection for the position will be required to provide a certified copy of a 10-year driving record.
EEO: SCDPH is an equal employment opportunity/affirmative action employing agency. We are committed to a diverse workforce. SCDPH does not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.
The South Carolina Department of Public Health offers an exceptional benefits package for FTE positions that includes:
- Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
- 15 Days Annual (Vacation) Leave per year
- 15 Days Sick Leave per year
- 13 Paid Holidays
- Paid Parental Leave
- State Retirement Plan and Deferred Compensation Programs
- REMOTE WORK: The option to work partially remote is available after six (6) months of employment if it applies to the position.
