IT Manager II

Full Job Description

About SLEDThe South Carolina Law Enforcement Division (SLED) is a premier statewide law enforcement agency dedicated to serving and protecting the citizens of South Carolina.

With a proud history rooted in integrity, professionalism, and public service, SLED is committed to providing high-quality investigative, intelligence, and forensic services to support law enforcement agencies across the state.

At SLED, we value dedication, ethical conduct, accountability, and a strong commitment to justice.

Our agency plays a vital role in maintaining public safety and supporting criminal justice efforts at the local, state, and federal levels.

From advanced forensic science to homeland security, criminal investigations, and criminal justice information systems, SLED's diverse responsibilities make it one of the most dynamic law enforcement agencies in the state.

We foster a professional work environment where teamwork, respect, and continuous improvement are fundamental. Our employees are held to the highest standards and are given opportunities to grow within a mission-driven organization that makes a meaningful difference in South Carolina communities.

Learn more about why you should join our team at www.sled.sc.gov.

General Responsibility:
Provide strategic leadership and oversight of end-user support services, including the Help Desk, and desktop engineer teams, to ensure reliable, efficient, and high-quality technology support across the organization. Establish the structure, policies, and performance expectations necessary to streamline operations, enhance service delivery, and improve user satisfaction. Drive continuous improvement through performance management, stakeholder engagement, and the evaluation and adoption of technologies that strengthen support capabilities while fostering a culture of accountability, innovation, and professional growth.

Oversee the Help Desk Manager and desktop engineer by providing direction and leadership.

Organize the department's structure to streamline workflow, communication, and performance in order to boost productivity while ensuring efficient and effective delivery of end-user support services, including help desk support, troubleshooting and issue resolution.

Develop and enforce policies and procedures related to end-user support services, including service level agreements (SLAs) and escalation processes.

Analyze department needs and performance of staff by setting quarterly performance goals for managers and support staff.

Build and maintain strong relationships with internal stakeholders and end-users, gathering feedback and ensuring that needs are met.

Implement processes for continuous improvement, foster a culture of innovation and learning within the support services team to continual enhance efficiency and effectiveness.

Assess new technologies and tools to improve end-user support services, and overseeing their implementation and integration into existing systems.

Requirements

• Bachelor's degree in communications, business administration, information technology, mathematics, statistics, management information science or related field with three years of management experience. Relevant experience may substitute for the bachelor's degree on a year-for-year basis.
• Strong understanding of IT systems, including hardware, software, networking and security.
• Experience with Microsoft platforms including on-perm and 365.
• Experience in project management, including planning, execution and evaluation, is highly beneficial.
• Adaptable and open to learning new skills to keep their team and organization ahead in the rapidly changing IT landscape.
• Must have strong written and verbal communication skills.
• Must have strong leadership skills.
• This position supports a 24/7 infrastructure and will require on-call availability.

Additional Information

South Carolina Law Enforcement Division (SLED) is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.

SLED 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

Supplemental questions are considered part of the official application. Any misrepresentation of yourself may be grounds for disqualification.

Conditional selection based on candidate education, training, experience, oral interviews and clearance of background investigation.